Senior Service Manager - Home Office Cyber Security Operations Centre in Manchester

Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property. Home Office Cyber Security (HOCS) is the team that ensures all this is done safely and securely, by mitigating and minimising disruption due to cyber incidents.

As a Senior Service Manager within the Cyber Security Operations Centre (CSOC), you will liaise with internal and external, senior and 3rd party stakeholders who are involved in some of the most cutting-edge skills and topics within information technology. You will have a strong background and experience in IT Service Management, enjoy working in a fast-paced environment and be proactive and adaptable. Using your strong knowledge and expertise, you will effectively influence change within one of the largest government organisations and have the opportunity to manage national critical services.

You will interface with HOCS Colleagues, Service Architecture & Transition, Service Operations & Programme Portfolios to assure the delivery of the service(s) you are responsible for, ensuring the quality of the service being delivered meets the business needs. Where business needs allow some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office.

As a Senior Service Manager with the CSOC your main day to day responsibilities will be:

• Ensuring that the customer receives the highest level of service from the CSOC and HOCS teams and managed suppliers, promoting a culture of customer satisfaction.
• Managing and working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt to reach consensus.
• Effectively communicate and collaborate with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
• Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.
• Reviewing supplier financial performance including invoice validation to identify cost reduction opportunities.
• Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.

You will also be expected to mentor more junior members of the Service Management community, undertaking line management responsibilities, if required. As well as participating and supporting collaboration initiatives and career development within the IT Operations and cyber communities, building in-house capability via a professional community of practice.

Essential Skills

You’ll have a demonstrable passion for Service Management, with the following skills or strong experience in:

• Understanding Service Management and agile and other project methodologies and models.
• Using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required.
• Understanding how your current work fits into broader CSOC and HOCS contexts and strategies so that deeper underlying problems and opportunities can be identified.
• Using commercial agreements to manage suppliers and ensure that we get the most out of the contract in order to deliver value.
• Ensuring actual costs of running a service are within budget, highlighting any financial risk due to overspend or opportunities due to underspend.
• Driving continual service improvements through the measurement and challenge of services and processes, tools and capability.
• Understanding of SIAM Lean, Agile and DevOps principles within a Product-centric delivery model.

Qualifications

ITIL v3 / v4 foundation is desirable but not essential for this role and should not prevent application.

Benefits

Alongside your salary of £49,850, Home Office contributes £14,441 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Some of the primary benefits include:

• A Civil Service Pension with employer contribution rates of at least 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service.
• 8 days of public holidays, plus 1 additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.