Head of Service Management

Available office locations: London, Liverpool, Birmingham, Norwich or Newport.

Are you passionate about transforming digital services in the public sector? Do you want to shape the strategic direction of service management for an organisation supporting over £30bn in public procurement?

The Crown Commercial Service plays a vital role in enabling government organisations to access innovative, efficient, and cost-effective solutions. At the forefront of digital transformation, CCS drives initiatives that deliver exceptional value and streamline procurement processes. Through its Digital & Data Services directorate, CCS is building a world-class digital capability to revolutionise how the public sector buys and manages common goods and services.

As Head of Service Management, you will lead the strategic direction and delivery of CCS’s digital services portfolio, taking ownership of the complete service lifecycle. This pivotal role involves shaping and implementing modern service management practices aligned with ITIL 4 principles and the Digital by Default Service Standard. You will oversee the design, transition, and operation of critical digital services, ensuring high performance, stakeholder satisfaction, and alignment with CCS’s ambitious objectives.

At CCS, our mission is to deliver cutting-edge digital services that enhance procurement efficiency, deliver value for money, and support public sector innovation. As Head of Service Management, you will drive this mission forward by leading a growing team dedicated to service excellence, ensuring robust and user-centred digital solutions that meet the needs of government organisations nationwide.

Key Responsibilities:

• Spearheading the development and execution of the Service Management strategy, aligning it with CCS\’s overarching business objectives
• Driving the development and maturation of service management processes, including incident, problem, change, and configuration management
• Leading the successful transition of 94 digital services into DDS, ensuring minimal disruption and maximum value
• Establishing and maintaining robust service level agreements with internal and external stakeholders
• Driving the adoption of cloud-first approaches and modern service management practices
• Managing vendor relationships and contracts to ensure optimal service delivery and value for money
• Overseeing the service catalogue and ensure services meet the Digital by Default Service Standard
• Developing and monitoring key performance indicators to measure and improve service quality and efficiency
• Collaborating with cross-functional teams to identify opportunities for service improvements and automation
• Ensuring compliance with relevant regulatory requirements and industry standards
• Providing regular reports and insights to senior management on service performance and improvement initiatives
• Championing a customer-centric approach to service delivery, continuously enhancing user experience

At the heart of CCS’s mission is the commitment to providing cutting-edge digital services that enhance efficiency, deliver value for money, and support the public sector in achieving its goals. As Head of Service Management, you will play a critical role in fulfilling this mission by leading a growing team responsible for service excellence. Your vision and leadership will directly contribute to the success of CCS’s digital transformation, ensuring services are innovative, user-centred, and aligned with the organisation\’s ambitious objectives.

Inclusion is embedded throughout the organisation, in our thought processes, in our strategy, in our business processes and in our governance. Inclusion requires action, to ensure people are included who might otherwise be excluded or marginalised, and ensuring a culture that fosters a true sense of belonging. Being an inclusive employer means that all colleagues, at every level of the organisation, have to make a choice to be inclusive, and this will be our norm.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging.

If you are interested in this vacancy, please follow the “EasyApply” process which will register your interest and add you to the distribution list for our dedicated microsite. For any further information, please reach out to Lauren French or Lawrence Harris on 020 8253 1806, or via email at CCS-Service@global-resourcing.com.