26.53 SaaS Applications Service Manager

This role is available on a remote, hybrid, or office basis. Initially, all DBS employees' contracts are office-based at one of our two sites (Liverpool or Darlington)., We are recruiting for a SaaS Applications Service Manager to join the Technology & Innovation (T&I) directorate within the Disclosure and Barring Service (DBS). This role will sit within the IT Service Management (ITSM) function and is central to ensuring reliable, secure and high-quality Software-as-a-Service (SaaS) application delivery across the organisation.

The job holder will report directly to the Head of IT Controls for ITSM and will:

• Communicate effectively with a wide range of stakeholders, producing clear and concise documentation and presenting complex information in an accessible way.
• Take ownership of problem resolution, ensuring timely escalation through appropriate channels.
• Contribute confidently to design and review sessions, including collaborative workshops and whiteboard discussions.
• Assess and understand new products and services relevant to the team’s scope, providing informed recommendations.
• Champion a culture of service excellence, placing customers, colleagues, and business priorities at the heart of all activities.
• Deliver projects using agile methodologies, ensuring effective planning, documentation, and continuous learning.
• Demonstrate a broad technical capability, spanning 1st to 3rd line support, and apply this knowledge to resolve complex issues.
• Apply ITIL v4 principles and contribute to the implementation of ITIL best practices across the service.
• Work effectively within Agile delivery frameworks, adapting to changing priorities and iterative development cycles.
• Provide leadership and management to the team, fostering collaboration and professional development., As the SaaS Applications Service Manager your main responsibilities will include:

Team Leadership -

• Lead and develop a team of SaaS application specialists, ensuring high-quality support and continuous improvement across all supported platforms.

• Collaborate with colleagues in ITSM, Innovation, Architecture, Security, Project Management, and Business Operations to help support and deliver SaaS applications.

• Foster a culture of service excellence, innovation, and customer-centric delivery.

• Follow the correct performance management procedures within the DBS.

• Ensuring all necessary governance and ITIL process are adhered to (knowledge, change, incident, problem, availability and capacity etc).

• Engage with business operations to ensure the service provided meets the current needs.

• Identify and deliver any continual improvements initiatives to support the business.

• Ensuring full knowledge transfer and handover is undertaken to newly recruited staff.

Product Knowledge -

• Oversee the administration and support of key SaaS platforms, including Microsoft 365, SharePoint, Power Platform, Salesforce, Atlassian Jira/Confluence, Learning Management Systems, and Risk Management solutions.

• Working with the Home Office to ensure the Microsoft 365 Roadmap is understood and communicated across DBS.

• Evaluate new products and features, ensuring readiness for adoption and integration into business processes.

Customer Experience and Engagement -

• Act as an escalation point for complex issues, ensuring timely resolution and excellent customer experience.

• Engage with business stakeholders to understand evolving needs and align services accordingly.

• Monitor customer satisfaction and implement initiatives to improve service quality.

Performance Management -

• Define and track key performance indicators (KPIs) for the supported services.
• Ensure the agreed Service Levels are consistently met.
• Implement quality control measures to ensure consistent and high-quality support interactions.
• Perform regular audits of support tickets and provide feedback to team members

Reporting and Documentation -

• Prepare regular reports on team performance and support metrics for management.
• Work with IT Controls to report on Service Level Management.
• Contribute to Service Reviews with key Suppliers.
• Maintain accurate documentation of support processes and best practices., You must meet the security requirements before you can be appointed. The level of security needed is security check.

For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, the expectation of UK residency is 5 years continuous presence in the UK. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers. Feedback will only be provided if you attend an interview or assessment.

Security

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 .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * 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

• Experience of leading a team and mentoring others.
• Demonstrable customer service and communication skills.
• Strong experience supporting SaaS applications (Microsoft 365, Salesforce, Atlassian tools, Risk Management Solutions, Learning platforms).
• Experience of working on technical incident management.
• Expert knowledge of Microsoft SharePoint, Power Platform, Atlassian products, and Salesforce.
• Experience with ServiceNow or similar service desk tools.
• Proficiency in data manipulation and integration (Excel, Power Query, or similar tools).
• Experience writing and maintaining system and user documentation.
• Experience working to SLAs and OLAs.
• Strong prioritisation, decision-making, and problem-solving skills.
• Commitment to continuous professional development and staying up to date with industry trends.
• Demonstrable experience of working in a fast-paced environment.
• A passionate, proactive, and dynamic approach with the ability to adapt to changing business needs.
• Demonstrable experience working as a technical administrator on cloud-based systems.
• Experience of working in IT project delivery workstreams, including solution design and implementation.
• Work effectively within Agile delivery frameworks, adapting to changing priorities and iterative development cycles., * Changing and Improving
• Communicating and Influencing
• Leadership
• Making Effective Decisions
• Managing a Quality Service, Part 2: A behaviour-based virtual panel interview to assess your ability to demonstrate the following behaviours:
• Changing and Improving
• Communicating and Influencing
• Leadership
• Making Effective Decisions

Alongside your salary of £44,221, Disclosure & Barring Service contributes £12,810 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

The DBS offers a number of excellent benefits for its employees. These can include:

• Generous annual leave entitlement
• Excellent maternity, paternity and adoption schemes (after a qualifying period)
• Commitment to the health and wellbeing of our employees
• Employee Assistance Programme
• Flexible working opportunities
• Eyecare voucher scheme
• Occupational Health Service including referrals for counselling and physiotherapy
• 24/7 Counselling and Wellbeing Service
• A Civil Service Pension with an employer contribution of 28.97%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work.