Head of Supplier and Service Management in Nottingham

The role will be situated in the Business Design, Development & Delivery (BD3) team within the Operational Directorate. The BD3 team covers a wide range of change-related activities including continuous improvement projects for operational teams, implementation of policy and digital changes, and involvement in OPG's larger transformational projects. The small systems (User Defined Applications or UDAs - non-Sirius operational software) development, maintenance and improvement work is also situated within BD3. This role Will be a new role in the team., As Head of Supplier and Service Management, you will lead OPG's approach to operational management of key supplier-delivered services, with responsibility for supplier performance, service assurance and service management. You will be responsible for ensuring that key strategic suppliers deliver the outcomes, service levels and performance standards agreed through contractual arrangements, and that services continue to meet the needs of OPG and its customers. Key suppliers/contracts you will be managing include:

• Scanning
• Remote print and post
• Telephony

Working closely with Commercial, Technology, Operational and Delivery colleagues, you will establish robust operational supplier governance, performance management and service assurance arrangements, ensuring suppliers are held accountable for delivery against contractual commitments. You will also provide leadership for OPG's internal IT service management activities through direct line management of the SEO ITIL Service Manager, ensuring services are well governed, continuously improved and aligned to organisational needs.

Operational Contract and Supplier Management

Responsibilities will include, but not be limited to:

• Act as the senior business owner for supplier performance and service delivery management across a portfolio of digital and technology contracts.
• Establish and lead effective operational supplier governance arrangements, including supplier performance management, service review boards and clear escalation processes.
• Ensure suppliers deliver contracted services in accordance with agreed KPIs, SLAs and contractual obligations.
• Validate supplier performance information, using data and evidence to identify performance issues, trends and areas requiring improvement.
• Hold suppliers operationally accountable for underperformance and agree and oversee service improvement plans where contractual expectations are not being met.
• Lead strategic supplier relationship management activities, developing constructive relationships that support effective service delivery while providing robust challenge on operational performance.
• Oversee operational compliance with contractual service requirements, risk management and assurance activities.
• Work collaboratively with commercial and procurement colleagues on contract variations, extensions, renewals and procurements.
• Ensure contractual issues, risks and disputes are identified and managed appropriately, including escalation to Commercial where required.
• Develop supplier performance dashboards and executive reporting for senior governance forums.
• Identify and drive opportunities for continuous improvement, innovation, operational efficiency and improved value for money across supplier-delivered services.

Service Management Leadership

• Provide leadership and strategic direction for IT service management capabilities across OPG.
• Line manage and develop the SEO ITIL Service Manager.
• Ensure effective management of incidents, problems, changes, service requests and service performance.
• Drive continual service improvement initiatives across live services.
• Ensure services are aligned with government and organisational service management standards.
• Support service transition activities for new and changing digital services, ensuring operational requirements, supplier responsibilities and support arrangements are clearly understood before transition into live service.

Leadership and Stakeholder Engagement

• Build effective relationships with senior stakeholders across OPG, MoJ and supplier organisations.
• Provide expert advice on operational contract management, supplier performance, service assurance and service management.
• Lead multidisciplinary discussions to resolve complex supplier performance, service delivery and operational issues, escalating commercial or contractual matters to Commercial as appropriate.
• Contribute to strategic planning and decision-making relating to supplier-delivered services.
• Champion a culture of accountability, transparency, collaboration and continuous improvement.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments. If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:

• Strengths relevant to the role
• The following Behaviours at Grade 7:-
• Communicating and Influencing (Grade 7)
• Seeing the Big Picture (Grade 7)
• Working Together (Grade 7)
• Experience - A 5-minute presentation detailing how you have successfully managed suppliers in your current or former role (further detail on the presentation will be circulated to candidates prior to interviews commencing)

All interviews will be held remotely via MS Teams. Feedback will only be provided if you attend an interview.

Hybrid Working

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review. For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended). Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made. MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer. All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet. Flexible working hours The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy.

Salary

The national salary range is £58,511 - £65,329, London salary range is £63,343 - £70,725. Your salary will be dependent on your base location,

Benefits

• Annual Leave: Annual leave is 25 days on appointment and will increase to 30 days after five years' service. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
• Pension: The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
• Training: The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
• Networks: The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
• Support: A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
• To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
• To the Civil Service Commission (details available here)

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

The Office of the Public Guardian

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection. OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve. OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Commitment to Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy. A Great Place to Work for Veterans The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces. For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

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