NDAO - Capacity Manager- 12 month Fixed Term Contract in City of London

Police Digital Service (PDS) is recruiting on behalf of the NPCC National Data & Analytics Office - NDAO a dedicated national capability transforming data and analytics use in policing. This is an exciting opportunity to be part of a ground-breaking function within policing which will shape the future of data and analytics in UK law enforcement and help to utilise policing data to better protect the public.

The NDAO will ensure:

• Responsible data use across law enforcement
• Improved data governance and standardised datasets
• Enhanced data analytics services to support operational decision-making
• Professionalisation of data and analytics roles within policing
• A more integrated data-sharing ecosystem across forces, with the appropriate tooling to exploit the data held

For the first time, UK policing will have a recognised, accredited approach to data and analytics, helping forces to work smarter and more effectively without compromising security or integrity.

The Capacity Manager will lead the end-to-end management of incoming demand for NDAO services, ensuring requests from police forces, partners, internal and external teams are effectively captured, triaged, prioritised, and progressed. This role is central to ensuring that NDAO operates as a responsive, efficient, and transparent national service, with clear visibility of workload, capacity, priorities and key performance indicators.

The postholder will develop and maintain demand management processes, performance reporting, and governance mechanisms to ensure NDAO resources are aligned to deliver maximum operational impact. They will work closely with senior stakeholders, product owners, programme leads, and the wider Demand & Engagement function to create a consistent and structured approach to how work enters and flows through the organisation.

Our Values are:

• We value People
• We do the right thing
• We are innovative
• We are one Team
• We are proud and passionate

Key Responsibilities:

• Experience in demand management, service delivery, portfolio management, or an equivalent coordination/operations role within a complex organisation.
• Experience of growing and developing a team and processes to maintain pace with an evolving organisation.
• Strong understanding of how work flows through digital, data, or technology-led organisations.
• Excellent organisational skills, including the ability to manage high volumes of varied requests and competing priorities.
• Confidence working with data to produce reports, dashboards, performance insights, and recommendations.
• Strong stakeholder engagement skills with the ability to influence, negotiate, and facilitate decision-making.
• Excellent communication skills, both written and verbal, with the ability to translate processes clearly for diverse audiences.
• Ability to work autonomously while collaborating effectively across multidisciplinary teams.
• High attention to detail, with strong problem-solving and analytical capability.
• Proficiency with tools such as Microsoft 365, service/ticketing platforms, or workflow management systems.
• Experience working in policing, central government, or national-level multi-agency environments.
• Knowledge of service management principles (e.g., ITIL), business operations, or portfolio governance.
• Experience using tools such as ServiceNow, JIRA, Azure DevOps, or similar platforms.
• Familiarity with performance frameworks, KPIs, or capacity/demand modelling.
• Understanding of data and analytics environments or digital transformation programmes.

What you need to succeed in the role:

• Lead the operation and continuous improvement of the NDAO's demand management processes and team, ensuring clear, consistent, and effective handling of all incoming requests.
• Oversee and develop the triage and categorisation of demand, ensuring requests are routed to the appropriate teams and stakeholders.
• Manage prioritisation processes, including coordinating inputs from product leads, programme managers, and leadership teams.
• Maintain a comprehensive view of demand volumes, SLAs, status tracking, capacity considerations, and delivery forecasts.
• Produce regular reporting for senior stakeholders, including demand dashboards, trend analysis, and performance insights.
• Facilitate governance meetings and decision-making forums focused on resource allocation, prioritisation, or workload management.
• Monitor progress of active work, identifying risks, bottlenecks, and blockers, and escalating issues where necessary.

Diversity, equity and inclusion: We are committed to equal opportunities for all and will not discriminate on any grounds. We encourage applications from people from the widest possible span of experience. All applicants will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, parental status, nationality, neurodiversity or disability status.

Working Arrangements: This is a remote role with some national travel required to attend meetings. All applicants must be eligible to undergo NPPV3 (Non Police Personnel Vetting Level 3) and SC vetting clearances. Successful applicants will require NPPV3 clearance to have been cleared before starting with PDS.

Please note, we may choose to close the advert early if we receive a high volume of applications for this role so please endeavour to complete your application as soon as possible.