About the job

Job summary

The Digital Data and Technology (DDaT) profession enable the Home Office to keep the UK safe and secure. They do this by designing, building, and running the services that help people apply for visas or passports, support policing and counter-terrorism operations, and protect the UK’s borders.

Team members have specialized knowledge and a calling to build on it. We want the best people to come to the Home Office and work in the diverse roles and communities they’re passionate about. This is how we produce exceptional outcomes.

The Home Office has created a government-leading bespoke career framework that enables career planning, while ensuring our people can be the best they can be. The framework includes Heads of Role, who are industry specialists. They build communities, set standards for what ‘good’ looks like, and ensure we have the right people in the right jobs at the right time.

We also have a profession management unit, which aims to provide the best professional experience to all our technical staff with a real passion for – and focus on – continuous professional development. We invest heavily in our people as part of growing our collective capability.

You can keep up to date with our work on the Home Office DDaT blog.

Job description

This role offers you the opportunity to join an exciting, fast-paced environment working hard to deliver ministerial commitments for the benefit of the public. As a Senior Service Manager, you will liaise with senior internal and 3rd party stakeholders who are involved in some of the most cutting-edge skills and topics within information technology.

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

You will interface with Service Architecture & Transition, Service Operations & Programme Portfolio colleagues to assure the delivery of the service/s you are responsible for. You will also work closely with both internal and external technical teams to ensure the quality of the service being delivered meets the business needs.

Recruitment and Retention Allowance (RRA): 

Candidates with exceptional skills and experience may receive a Recruitment and Retention Allowance between £3,000 and £8,300. This allowance is subject to annual review in line with Departmental priorities and could be reduced or withdrawn at any time.

Please note if a candidate is not successful but has the right skills to fill a HEO role they will be able to fill that vacancy if one arise.

Due to the nature of the role, this post is available on a full-time basis only.

Person specification

The role involves the following tasks and responsibilities:

•    ensuring that the customer receives the highest level of service from the product teams and managed suppliers

•    managing internal and external supplier performance in the interest of the customer

•    using your experience of stakeholder management to effectively communicate and collaborate with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment

•    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

•    identifying, managing and escalating service risks appropriately
You will also be expected to carry out the following day to day activities:

•    maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation

•    working effectively with stakeholders at all levels both internally & externally, managing stakeholder expectations and showing flexibility to adapt in order to reach consensus

•    building effective partnerships with peers across the technology organisation 

•    ensuring that all suppliers carry out processes to ITIL standards, or those that are defined by DDaT

•    representing customers in Service Readiness reviews and assessments

•    promoting a culture of customer satisfaction

•    mentoring more junior members of the Service Management community, and taking on line management responsibilities if required

•    participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice

Note: You may be required to carry out other duties within the scope of the grade.

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.   

Where business needs allow, some roles may be suitable for a combination of office and home-based working.  This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estates capacity, by Spring 2024.  Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see

Essential Criteria

You’ll have a demonstrable passion for Service Management, with the following skills or
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 Directorate 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

The skills listed above are reflective of the Home Office DDaT Profession Skills andCompetency Model (based on the industry standard SFIA framework). Please see below for the relevant skills required for your role:

Strategy and Architecture
•    Advice and Guidance
o    Specialist Advice (TECH) – level 3

•    Strategy and Planning
o    Financial Management (FMIT) – level 3

•    Governance, Risk and Compliance
o    Risk Management (BURM) - level 3

Delivery and Operation
•    Service Management
o    Service Level Management (SLMO) – level 3

Relationships and Engagement
•    Stakeholder Management    
o    Supplier Management (SUPP) - level 3
o    Stakeholder Relationship Management (RLMT) – level 3

Desirable Criteria:

You will also have the following skills or some experience in:

•    working in a SIAM model
•    working in an Agile project delivery environment
•    driving continual service improvements through the measurement and challenge of services and processes, tools and capability
•    managing suppliers to SLAs where they are in place
•    working independently and being self-motivated and organised
•    leading and directing teams to enable the day-to-day delivery of products/services
•    understanding of Lean, Agile and DevOps principles within a Product-centric delivery model

Qualifications
•    ITIL qualifications are desirable, not essential.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
 
As part of the application process, you will be asked to complete a CV and a Statement of Suitability (Max 1000 Word Limit).

Further details around what this will entail are listed on the application form.

The Statement of Suitability should explain your motivation for applying to this role and offer evidence how you meet the essential criteria listed on the Job Specification.
 
The sift will be based on the Statement of Suitability.  
 
The CV is for information purposes only and will not be marked.
 
If you are successful at sift stage, you will be invited to an interview which will consist of technical-based/SFIA 8 questions.

Sift and Interview dates
 
Sift is expected to take place week commencing 23rd February 2024.

Interviews are expected to take place week commencing 4th March 2024.

We will try to meet the dates set out in the advert, however on occasions these dates may change. 
 
Interviews 

Interviews will be carried out via video. Candidates will be required to have access to:

• A laptop (personal or work) with a working webcam
• Good internet connection
• Microsoft Teams
 
PLEASE NOTE: Due to time constraints we may not be able to offer alternative interview date(s). It is therefore expected that candidates who are successful at sift stage will make themselves available during the above time frame given.

Further Information

For meaningful checks to be carried out, individuals 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. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV.  A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.

For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting

Please read the essential skills for this position carefully. We will only consider those who meet the listed requirement. 

If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application please reconsider applying as your application is unlikely to be successful.

A reserve list may be held for a period up to 12 months from which further appointment may be made. We may also hold a location merit list.

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. All applications are screened for plagiarism and copying and generating of examples/answers from internet sources including Artificial Intelligence. If any is detected the application may be withdrawn from the process. Further action, including disciplinary action, may be considered in such cases involving civil servants. Providing false or misleading information would be contrary to the core values of honesty and integrity expected of all Civil Servants.

Please note: If you are currently an agency member of staff working within the Home Office, you can only apply for roles that are advertised externally, i.e. outside the civil service. If you are eligible to apply for a role, you are required to select yourself as an external applicant and not internal when submitting your application on Civil Service jobs. This will prevent any delays in pre-employment checks should you become successful in being made an offer of employment after the Interview stage.

Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.

We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

For further information please see the attached notes for candidates which must be read before making an application.

Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.

Transfer Terms: Voluntary.

If you are invited to an interview you will be required to  bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.

Please see the attached list of Home Office acceptable ID documents.

Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

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. 

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
• Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

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

Nationality requirements

This job is broadly open to the following groups:

• 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) (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 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The 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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.