At a Glance
- Tasks: Manage service agreements and ensure high-quality IT services for Counter Terrorism Policing.
- Company: Join a vital team at Counter Terrorism Policing HQ in Birmingham.
- Benefits: Starting salary of £55,662 with annual increases and location allowances.
- Other info: Inclusive workplace that values diversity and supports reasonable adjustments.
- Why this job: Make a real difference in national security while developing your career.
- Qualifications: Experience in service management and strong communication skills required.
The predicted salary is between 55662 - 57417 £ per year.
Vacancy Reference Number: 21234
Number of Vacancies: 2
Location: Birmingham
Band: Band N
Part/Full Time: Full Time
Hours: 36 hours per week
Type of Contract: Permanent
Salary: The starting salary is £55,662, which includes allowances totalling £3,009. The salary is broken down as £52,653 basic salary, increasing annually until £57,417, plus a location allowance of £2,009 and a non‑pensionable allowance of £1,000.
As a Business Service Manager you will manage service level agreements, operational level agreements and underpinning contracts to provide CTP with consistent, high quality services. Everything you do supports CTP, helping it to keep the country safe.
You will work at the Customer Service Centre (CSC), providing national IT services for CTP. You will work closely with internal functions and third‑party suppliers and vendors to support the delivery of authority service level agreements.
Key Responsibilities
- Supplier Performance Management: assess service performance, resolve formal supplier performance meeting actions, advise on accurate service reporting, and review and manage service risks.
- Business and User Engagement and Communications: engage with senior stakeholders and user community, negotiate maintenance or outage schedules, lead communications about improvements, act as first point of contact for major outages, ensure user satisfaction and coordinate recovery actions.
- Service Improvement and Development: understand and document evolving service requirements, secure costed options, process change demand into the CTP governance process, and commission ICT/suppliers to implement approved changes.
- Build Business Service Management Capability: develop tools, guides, and documents, share and disseminate knowledge and lead practice growth.
- Commercial and Financial Management: provide operational insights for contract renewal, ensure financial constraints are met within supplier contracts.
Qualifications
- Experience in service management of high‑priority digital or technology services in a demanding operational environment.
- Experience building and maintaining relationships with business users and senior stakeholders in live IT services management.
- Self‑led, independent operation with prioritisation of tasks and delivery within deadlines.
- Ability to manage many parallel tasks with attention to detail.
- Managing commercial or internal suppliers against contract requirements or SLAs.
- Excellent oral and written communication skills for clear stakeholder understanding.
- Strong influencing and communication skills engaging stakeholders and partners.
- Knowledge of ITIL (or Foundation qualification) and experience of ITIL‑based activities including change and incident management.
- Preferred experience within a secure police, defence or public sector environment.
Vetting & Confidentiality
This position requires National Security Vetting (NSV) Security Check (enhanced) (SC(e)) before appointment and a willingness to undergo Developed Vetting (DV) once in post, if required. Applicants must hold British nationality (some dual nationals may be ineligible) and an Enhanced Security Check. Due to access to sensitive information, travelling restrictions apply; further details provided at conditional offer stage. Applicants must sign a confidentiality agreement upon taking up the post.
Inclusion and Equality
Counter Terrorism Policing prioritises an inclusive and supportive environment where all staff feel respected and valued. We encourage applications from candidates of all backgrounds, cultures, and experiences. In particular, we encourage disabled candidates and those who wish to discuss reasonable adjustments or flexible working arrangements. We welcome applications from disabled people and support reasonable adjustments during the recruitment process. If you need any adjustments, please inform us in your application.
Disability Confident Statement
The Met is committed to being an equitable and inclusive employer for disabled people, ensuring a diverse workforce at all levels. We actively encourage applications from people with disabilities, long‑term conditions, ethnic minority groups, and women. As a Disability Confident Leader, we integrate disability equality into our everyday practice and provide reasonable adjustments during recruitment.
Business Service Manager - Band N - Technology CSC - Counter Terrorism Policing HQ employer: Metropolitan Police
As a Business Service Manager at Counter Terrorism Policing HQ in Birmingham, you will be part of a dedicated team that plays a crucial role in keeping the country safe. The organisation fosters a supportive and inclusive work culture, offering competitive salaries and opportunities for professional growth within a vital public sector environment. With a commitment to diversity and employee well-being, this role not only provides meaningful work but also encourages personal development and collaboration with senior stakeholders.
