Senior Service Manager - Automation and Innovation Portfolio

Home Office Digital designs, builds and develops services for the rest of the department and for government. Our work spans Border Security, Immigration, Asylum case management and Counter-Terrorism operations. Developing technology that reunites families, creates safer communities, protects vulnerable people, and improves UK travel experiences.

As a Senior Service Manager within the Automation Centre, you will liaise with internal and external, senior and 3rd party stakeholders who are helping to deliver the UK government's AI vision while transforming the Home Office. Our Automation and Innovation portfolio is implementing the Government's Generative AI Framework, turning technological potential into reality.

You will have a strong background and experience in IT Service Management, enjoy working in a fast-paced environment and be proactive and adaptable. Using your strong knowledge and expertise, you will effectively influence change within one of the largest government organisations and have the opportunity to manage national critical services.

You will interface with Service Architecture & Transition, Service Operations & Programme Portfolios to assure the delivery of the service(s) you are responsible for, ensuring the quality of the service being delivered meets the business needs.

We're recruiting Digital, Data and Tech professionals to join the Home Office, working in a wide range of roles. Watch this video to hear from members of the team talking about the projects they work on and their experience of working here., As a Senior Service Manager, your main day to day responsibilities will be;

• Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers, promoting a culture of customer satisfaction.
• Managing and working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt to reach consensus.
• Effectively communicating and collaborating with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation.
• Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services
• Reviewing supplier financial performance including invoice validation to identify cost reduction opportunities.
• Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately

Hybrid Working

HO Digital is geographically spread across multiple locations with most staff working in line with the Department's hybrid working arrangements (a minimum of 60% of time in an office location, with the remainder working from home). The successful candidate will be based in either the Croydon, Liverpool, Manchester or Sheffield regional office, however there may be a requirement for occasional travel to other locations.

Due to the requirements of the role, the successful candidates will be required to work full-time (37 hours per week)., Skills for the Information Age (SFIA) is the technical framework that sets the standard capability and development of all IT Operations levels in the Home Office. This is a link to the capability framework: All skills A - Z English (sfia-online.org)

We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process.

SFIA levels of responsibility - Use the SFIA Levels of responsibility to understand what would be expected for each Technical Skill listed below.

SFIA Technical skills

The essential technical skills required for this role are listed below and are reflective of the Home Office Government Digital and Data Profession Career Framework.

Strategy and Architecture

• Advice and Guidance

• Specialist Advice (TECH) - level 3

• Strategy and Planning

• Financial Management (FMIT) - level 3

• Governance, Risk and Compliance

• Risk Management (BURM) - level 3

Delivery and Operation

• Service Management

• Service Level Management (SLMO) - level 3

Relationships and Engagement

• Stakeholder Management

• Supplier Management (SUPP) - level 3
• Stakeholder Relationship Management (RLMT) - level 3, We'll assess you against these technical skills during the selection process:

• Specialist Advice (TECH) - level 3
• Financial Management (FMIT) - level 3
• Risk Management (BURM) - level 3
• Service Level Management (SLMO) - level 3
• Supplier Management (SUPP) - level 3
• Stakeholder Relationship Management (RLMT) - level 3, * UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals 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)
• 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 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Do you have experience in Presentation skills?, Please note that this role requires SC clearance , which would normally need 5 years' UK residency in the past 5 years.

As a Senior Service Manager, you'll have a demonstrable passion for Service Management, with the following skills or strong experience in:

• Understanding Service Management and agile methodologies and models.
• Using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required.
• Understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified.
• Using commercial agreements to manage suppliers and ensure that we get the most out of the contract in order to deliver value.
• Ensuring actual costs of running a service are within budget, highlighting any financial risk due to overspend or opportunities due to underspend., Candidates reaching the required standard will then be invited to attend a final interview. The interview will assess your Technical Skills (SFIA Framework) and experience using technical and experience-based questions. Eligibility for Recruitment and Retention Allowance will also be assessed., Please note that this role requires Security Check (SC) clearance, which would normally need 5 years' UK residency in the past 5 years.

However, in exceptional circumstances security clearance applications for candidates who have been present in the UK for at least 3 of last 5 years may be considered. Failure to meet this residency requirement will result in your security clearance application being rejected.

Visa Sponsorship

We are unable to sponsor any individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas as we do not hold a UK Visa & Immigration (UKVI) Skilled Worker License.

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes., Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

£44,720 New entrants to the Civil Service will start their role on the salary band minimum: £44,720 for National Roles. £48,720 for London Roles.

Recruitment Retention Allowance (RRA): Up to £8,300 is available for candidates who demonstrate exceptional skills and experience evidenced at interview stage. A Civil Service Pension with an employer contribution of 28.97% GBP, Alongside your salary of £44,720, Home Office contributes £12,955 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

You'll also have access to the same benefits available to all civil servants in the Home Office:

• A highly competitive pension with an employer contribution of 28.97%
• 25 days annual leave on appointment rising 1 day per year up to 30 days, plus 8 days public holidays and 1 day for the King's Birthday.
• Flexible working options to enable you to achieve the work life balance that is right for you including; Full time, part-time, flexi time, compressed hours and job sharing.
• A hybrid working model of a minimum 60% of your contracted hours in the workplace and 40% remote.
• Training and development opportunities tailored to your role, including access to technical and professional accreditations.
• Access to funded qualifications (subject to approval)
• A capability allowance reviewed annually.
• A culture encouraging inclusion and diversity.
• Enhanced parental leave schemes.
• Annual performance-based bonus and recognition awards.

This link is to a short guide to employee benefits: Benefits - Home Office Careers, If you feel that your application has not been treated in accordance with the Civil Service recruitment principles and you wish to make a complaint, then contact the Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.