Lead Service Manager

Direct message the job poster from UK Home Office Lead Technical Recruiter (Cyber Security, Data & IT Operations) @ UK Home Office | HR, Recruiting, Hiring Salary: £60,300 plus allowance of up to £11,300

Location:

Manchester (hybrid 60% office attendance) Advert Close Date: 18th September

Job overview This role offers you the opportunity to join an exciting, fast-paced environment working hard to deliver ministerial commitments for the benefit of the public, aligned to cutting-edge Hosting and infrastructure technologies and services. As a Lead Service Manager, you will have a strong background and extensive experience in IT Service Management and a good understanding of Hosting/Infrastructure services and technologies.

You will enjoy working in a fast-paced environment and use your expertise to direct, advise and support your team to deliver high-quality network and connectivity services. Using your strong knowledge of Service Management and stakeholder management skills, you will effectively influence change within one of the largest government organisations. Your main day to day responsibilities will include:

• Ensuring that the customer receives the highest level of network and connectivity services from the Enterprise Services teams and managed suppliers.
• Identifying appropriate internal and external suppliers to deliver services, working with them to agree the approach based on the defined outcomes.
• Effectively engaging with senior stakeholders, both internal and external, to ensure alignment and to manage challenges and escalations from the Service Management team.
• Having accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services.
• Making decisions regarding cost reductions and opportunities based on supplier financial performance, subsequently managing suppliers to deliver accordingly.
• Acting as the main escalation point for the wider Service Management team, invoking the Home Office Government Digital and Data Profession risk escalation process when required and engaging relevant stakeholders in resolution activities.
• Identifying, managing and escalating network service risks appropriately to minimise disruption and ensure optimal service continuity.

• Experience in the application of Service Management within Lean, Agile and Dev Ops methodologies across a range of product-centric services within varying environments.
• Applying knowledge of communications channels to effectively engage with stakeholders via the appropriate medium, adapting your approach where required.
• Understanding how current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be addressed and managed appropriately.
• Acting as the escalation point to directly manage supplier performance against commercial agreements, working with commercial teams to update contracts when required.
• Taking responsibility for service spending, ensuring actual costs are within budget and managing any over/under spend.
• Managing suppliers to SLAs/KPIs where they are in place as well as leading and directing teams to enable the day-to-day delivery of services.

• Mid-Senior level
• Full-time
• Information Technology
• Government Administration

Referrals increase your chances of interviewing at UK Home Office by 2x

• Experience in the application of Service Management within Lean, Agile and Dev Ops methodologies across a range of product-centric services within varying environments.
• Applying knowledge of communications channels to effectively engage with stakeholders via the appropriate medium, adapting your approach where required.
• Understanding how current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be addressed and managed appropriately.
• Acting as the escalation point to directly manage supplier performance against commercial agreements, working with commercial teams to update contracts when required.
• Taking responsibility for service spending, ensuring actual costs are within budget and managing any over/under spend.
• Managing suppliers to SLAs/KPIs where they are in place as well as leading and directing teams to enable the day-to-day delivery of services.