Service Manager (Ref: 23396)

Location: Sinclair Way, Prescot L34 1PB, UK; 2 The Pavilions, Ashton-on-Ribble, Preston PR2 2YB, UK; Eleanor Rathbone House, 24 Derby Rd, Liverpool L5 9PR, UK; Suite 3, 105 Boundary St, Liverpool L5 9YJ, UK; Sefton House, Bridle Rd, Bootle L30 4XR, UK; Accrington; 1 De Havilland Dr, Speke, Liverpool L24 8RN, UK; Blackburn; 384 Talbot Rd, Blackpool FY3 7AT, UK; 40 Europa Blvd, Birkenhead CH41 4PE, UK; 41 West Rd, Lancaster LA1 5NU, UK; Barrow-in-Furness; Chorley; Kendal; Gateway, Crewe CW1 6YY, UK; Skelmersdale; Cheadle Ave, Old Swan, Liverpool L13 3AE, UK; Penrith; Carlisle; Norton House, Crown Gate, Palacefields, Runcorn WA7 2UR, UK; Jupiter House, Jupiter Dr, Chester CH1 4QS, UK; Brunswick St, Macclesfield SK10 1HQ, UK; Northwich; Poplar House, Poplar Bank, Huyton, Liverpool L36 9US, UK; Workington; Burnley; Bankside, Crosfield St, Warrington WA1 1UP, UKSalary: 57,398 - 63,139 per yearEmployment: Full timeCategory: Service ManagerPosted: 2026-10-22Valid to: 2026-11-06Apply: https://jobs.justice.gov.uk/careers/JobDetail/23396?entityId=23396Employer: HM Prison & Probation ServiceJob summaryPlease refer to Job DescriptionJob descriptionOverview of the job Accountable to a Senior Contract Manager (SCM) (and the Head of Contract Management Services Group as required) the Service Manager (SM) is accountable for supporting the operational management of nominated contracts within the centralised business owner (CBO) portfolio. This includes performance management and development, oversight of the interfaces between the suppliers and contract users e.g., prisons and stakeholder engagement. It is an offender facing role in terms of working service users to ascertain their views on the services received. The post holder will contribute to the management of one or more CRC contracts within a portfolio of 19 contracts with a value of around 16 million p/a and it involves complex stakeholder and delivery chain relationships. The post holder is responsible for managing the portfolio of a wide range of products and services, with varying levels of operational and reputational risks and managing these complex, innovative contracts. The geographical base for the SM post can be flexible within their contract management area, and will require some work in London and other locations, Summary The SM will be a key member of their designated contract management team and will work collaboratively with colleagues within the Directorate and in Commercial, Finance, Policy and other support functions to assist in the delivery of HMPPS and CMT objectives. The SM will work in collaboration with the SCM in relation to contract management, planning, development, review, exit and input into competition activities. The SM will co-ordinate performance management and monitor operational delivery, and has responsibility to provide assurance on the quality and standards of contract delivery. They will directly manage all aspects of contract delivery on a day to day basis and will have daily dialogue with providers and business partners. The SM will take responsibility for reviewing, analysing and monitoring performance data, quality assurance and data analysis of provider delivery as well as developing strategies for re competition of proposed new contracts. The SM will directly seek assurance from stakeholders and will monitor the interface points between the providers and business users of their designated contracts. Responsibilities, Activities and Duties The job holder will be required to carry out the following responsibilities, activities and duties: • Responsible for contract management, planning, development, exit and input into competition activities, including accountability for performance management, monitoring improvement plans, delivery assurance and contract compliance activity, providing on site presence within the business and supplier organisations as required. • Accountable for monitoring designated contracts, with responsibility to critically evaluate and report any issues regarding service delivery outcomes and value for money to the SCM. • Responsible for identifying service quality, contract compliance and supplier performance issues and priorities in order to inform contract management and the wider CMIT. • Accountable for providing local insight into the operational interfaces between providers, particularly in relation to operational risk, making independent judgements about their findings and reporting any issues to the SCM. • Leading and managing the resolution of operational issues arising between providers and escalating unresolved issues and formal disputes to the SCM. • Managing elements of the contract management Governance processes in relation to designated contracts, including representation and leading supplier review meetings. • Accountable for working collaboratively with colleagues in the Operational Audit team, Commercial Contract Management and other HMPPS/MOJ support functions to inform the management of designated contracts. • Accountable for promoting and maintaining effective relationships with providers and stakeholders. • Responsible for holding providers to account for their stakeholder engagement commitments. • Critically evaluate business demand, needs and priorities in order to inform the development of contracts within the portfolio. The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the job holder. Person specificationPlease refer to Job DescriptionBehavioursWe'll assess you against these behaviours during the selection process:Changing and ImprovingMaking Effective DecisionsSeeing the Big PictureWorking TogetherBenefitsAlongside your salary of 57,398, HM Prison & Probation Service contributes 16,628 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).Access to learning and developmentA working environment that supports a range of flexible working options to enhance your work life balanceA working culture which encourages inclusion and diversityA Civil Service pension with an employer contribution of 28.97%Annual LeavePublic HolidaysSeason Ticket AdvanceFor more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page. Link: Things you need to knowArtificial intelligenceArtificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.Selection process detailsThis vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.Feedback will only be provided if you attend an interview or assessment.SecuritySuccessful candidates must undergo a standard (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirementsThis job is broadly open to the following groups:UK nationalsnationals of the Republic of Irelandnationals of Commonwealth countries who have the right to work in the UKnationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil ServiceFurther information on nationality requirements (opens in a new window)Working for the Civil ServiceThe Civil Service Code (opens in a new window) 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 (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.Diversity and InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).Apply and further informationThis vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.Contact point for applicantsJob contact : Name : SSCL Recruitment Enquiries TeamEmail : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.ukTelephone : 0345 241 5358Recruitment teamEmail : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.ukFurther informationAppointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: