Senior Operational Demand Manager

Overview

Senior Operational Demand Manager role at UK Home Office.

Salary: £44,720 plus up to £8,300 recruitment and retention allowance.

Location: Liverpool (hybrid with 60% office attendance).

Close Date: 16th September.

As a Senior Operational Demand Manager within the Home Office Government Digital and Data Profession, you will act as a conduit between Data Services and Analytics (DSA), our customers and teams, capturing and responding to customer change initiatives, issues and queries. You will respond to and manage demand management requests within DSA, support the demand management process in the development, maintenance and review of the service in line with SLAs, and ensure any service requests or issues are investigated.

• Manage the Demand Management end-to-end process, ensuring all activities adhere to internal governance frameworks. Establish and reflect appropriate SLAs that underpin service delivery.
• Act as a conduit between customers and DDAT teams, capturing and responding to customer requests and queries.
• Regularly review SLAs against performance to ensure services meet customer requirements and investigate breaches.
• Manage and respond to new and existing requests through the DSA front door process, progressing requests in line with the appropriate SLAs.
• Understand schedules of new and inflight demand/changes, assess impact on existing services, and respond to customer needs SLAs.
• Meet with customers to manage outcomes, document and share results, and contribute to continual service improvement and knowledge management.
• Work effectively with stakeholders at all levels, managing expectations and adapting to reach consensus.

Please note that this role requires SC clearance, which would normally require 5 years’ UK residency in the past 5 years.

• Strong communication and interpersonal skills with the ability to engage effectively with customers.
• Customer-focused with a strong sense of ownership and drive to complete tasks.
• Excellent analytical and problem-solving skills.
• Experience developing and reporting on SLAs.
• Technology-literate with a general understanding of current technologies, systems and processes.
• Benefits include a competitive pension with 28.97% employer contribution, 25 days annual leave (rising to 30), plus 8 public holidays and 1 day for the King’s Birthday.
• Flexible working options (full-time, part-time, flexi-time, compressed hours, job sharing) and a hybrid model with at least 60% in the workplace.
• Training and development opportunities, access to technical and professional accreditations, and funded qualifications (subject to approval).
• Capability allowance reviewed annually and a culture that encourages inclusion and diversity.
• Enhanced parental leave schemes and annual performance-based bonuses and recognition awards.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Government Administration

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