Business Services Manager - CTP London

Salary: The starting salary is £55,662, which includes allowances totalling £3,009. The salary is broken down as £52,653 basic salary, which will increase annually until you reach the top of the scale £57,417. Plus, a location allowance of £2,009 and a non-pensionable allowance of £1,000.

Responsible for overseeing key intelligence and investigative technologies used across the CTP Network, acting as the business-side representative to ensure these systems continue to meet user needs. The role holder will collaborate with internal operational and business stakeholders, ICT teams, and external suppliers to ensure effective and consistent service delivery. A detailed understanding of the technologies used by the Network is required, therefore this is a technical role.

Key Tasks

• Assessing service performance information; assessing supplier responsiveness and quality of work in dealing with service problems and issues;
• Resolving the actions from any formal supplier performance management meetings and keeping business stakeholders informed.
• Advising and contributing on the building of accurate and comprehensive service reporting, in collaboration with ICT and the supplier;
• Reviewing and managing service risks highlighted from supplier management and user experience of the service.

Business and User Engagement and Communications

• Engaging with the senior service stakeholders and the user community to understand operational demands of the service;
• Negotiating plans and schedules with suppliers, ICT or CSC for service downtime for maintenance or outages for any fixes of problems, ensuring that these are aligned with business and user needs.
• Leading on communications to the user community about plans for improvements to the products;
• Acting as the first point of contact for senior management/service owner in the event of a major business service outage;
• Acting as a point of escalation for users for any service failures, with the authority to engage CSC and or supplier to address specific issues/opportunities.
• Ensuring user satisfaction with the service, working with the user, CSC, ICT, supplier to produce and enact any required recovery action plans if service delivery is not meeting expectations;
• Reviewing usage and licensing needs for tooling, ensuring the number of licenses available is proportionate to usage.

Service Improvement and Development

Digital and technology services need to evolve and improve in line with changing operational and user requirements. The post holder will:

• Work with senior service stakeholders and the service users to understand, prioritise and document evolving and changing service requirements on a periodic basis;
• Work with ICT and suppliers to secure costed options for meeting those requirements and processing this demand for changes or improvements into the CTP business governance process, including preparing business cases and inputting into the business process;
• Commission ICT/supplier to implement improvements and changes that CTP has approved and is prepared to fund;
• Facilitate DPIA renewals and other relevant Information Governance requirements, providing input on behalf of the NDCO;
• Lead changes to contracts and contract renewals on behalf of the NDCO.

Other

The role is developing and the successful candidate will be required to assist with work from other departments within the NDCO, as new business areas develop.

Competency Values Framework

Cluster – Resolute, compassionate and committed: We take ownership – Level 2

Cluster – Inclusive, enabling and visionary leadership: We are collaborative – Level 2

We deliver, support and inspire – Level 2

Vetting

This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Developed Vetting (DV) level before taking up the post. This post requires British nationality (some dual nationals may be ineligible) and an Enhanced Security Check (eSC)/Developed Vetting (DV) clearance. As the post holder will have access to very sensitive information, there are limitations on travelling to a small number of countries and we will undertake additional security checks as part of the recruitment process. Applications from candidates with close connections to certain countries may take considerably longer to process, or in some cases result in a withdrawal of an offer of employment. Further details will be provided at the conditional offer stage.

Confidentiality Agreement

Applicants should also be aware of the need to sign a confidentiality agreement on taking up the post.

Our Colleague Commitments

Counter Terrorism Policing (CTP) continues to prioritise an inclusive and supportive working environment and culture, where all of our people feel a strong sense of belonging and are empowered to reach their full potential. CTP keeps the nation and everyone in it safe from all manner of threats and as those threats evolve, so do we - that’s why Inclusion, Diversity and Equality (IDE) is the key to supporting our greatest asset, our people.

Our people protect our national security across the UK. In order to continue to deliver against our organisational priorities, we collectively seek to ensure that all colleagues feel respected, supported and valued to fully participate in the delivery of our mission – “working to keep people safe from Terrorism”. IDE is at the heart of our approach to make the composition of Counter Terrorism Policing more representative of the communities we serve. As Counter Terrorism is rooted in Local Policing, to tackle today’s complex policing challenges, applications from across all backgrounds, cultures and experiences are therefore essential and encouraged. The CTP Network is committed to ensuring that candidates identifying as disabled are able to realise their fullest career aspirations and, as such, will endeavour to accommodate any reasonable adjustments that you may require during the recruitment process. CTP also welcomes applications from candidates seeking flexible working arrangements, such as part-time working, job-share and where the role permits, hybrid working arrangements. All flexible working arrangements should be discussed and agreed with the hiring manager.

Experience Required

• Experience of building and maintaining highly effective relationships with a range of business users and senior stakeholders in the context of service delivery.
• Experience of being in roles where you have been self-led and operated independently and had to plan and prioritise tasks in a busy environment.
• Aptitude for attention to detail and ability to maintain effective control over many tasks in parallel delivering within deadlines.
• Excellent oral and written communication skills to ensure all stakeholders associated with the service maintain a clear understanding of the status of the service and associated tasks at all times.
• Evidence of having applied strong influencing and communication skills in roles engaging stakeholders and partners.
• Experience in roles involving service management of high priority digital or technology services in a demanding operational environment.
• Experience in roles managing commercial or internal suppliers and their performance against agreed contract requirements or Service Level Agreements.
• Preferred experience within a secure police, defence or public sector environment.
• Government Commercial College – Contract Management Foundation.

Competencies Tested

• We take ownership at level 2.
• We collaborate at level 2.
• We support and inspire at level 2.

Disability Confident Statement

The Met is committed to being an equitable (fair and impartial) and inclusive employer for disabled people, striving to have a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from people with disabilities and long-term conditions, ethnic minority groups and women.

As a Disability Confident Leader, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term conditions have the opportunities to fulfil their potential and realise their aspirations. The Met is committed to making reasonable adjustments to the recruitment process to ensure disabled applicants can perform at their best. If you need any reasonable adjustments or changes to the application and recruitment process, we ask that you include this information within your application form. All matters will be treated in strict confidence.

Please note, if you are applying for a police officer role or to become a police community support officer (PCSO) or designated detention officer (DDO), there is a minimum requirement that you must pass a job-related fitness test (JRFT) at point of entry. This does not apply to police staff roles.