Senior Service Manager inLondon inLondon PUBLISHED FRI 3 JAN 2025

We are looking for an experienced Service Manager to join the Chief Data Officer (CDO) Division. We are a multi-disciplinary central function supporting UKHSA with its information management needs, from data and records lifecycle management to privacy and cyber security.

Our role is to set the governance framework around managing information and to support the business with achieving compliance, to ensure the vast amount of health data we hold is used in accordance with relevant legislation.

The Senior Service Manager role will be pivotal in helping DCS transition to a digital delivery model, where a services portal acts as the front door to a multitude of teams and specialists. You will maintain and update existing digital services and work across the directorate to gather requirements for new services, making sure these are deployed in a timely and consistent manner, whilst monitoring and gathering continuous feedback to improve this service to meet the needs of the business.

The Senior Service Manager will work alongside a wide range of subject matter experts in information management and cyber security and will take ownership of our service offering through gap analysis, improved customer journeys and enhanced service offering. The role continues the legacy of our successful, transformative Licence to Operate (LTOP) programme, and will be at the centre of our cultural change and digitalisation of the function, looking to bring similar changes to the wider directorate.

About us

Your main responsibilities will be ensuring that we have the right services deployed, maintaining a portfolio of existing services, but working across teams to build additional ones. While support will be available, you will take accountability for service design across the entire lifecycle, from planning and design to testing and deployment.

You will be the first point of contact for our technical partners, driving the scope, specification and improvements to our services, but also for our service owners and compliance colleagues, ensuring service requirements are realistic, aligned to the wider data strategy and cultural objectives and are signed-off by the relevant stakeholders. You will have a keen focus on customer experience, ensuring that the customer journey is at the heart of all improvements and that processes are efficient and accessible.

A major component of your work will be documenting services, ensuring that each service is properly described and explained to relevant audiences. Promoting these services and working with our central communications team will be key, to ensure the core messages are published in the right place. You will also ensure training is available for both end users and service owners, helping sustain business continuity and operational efficiency. On top of this, you will act as an ambassador for our services by promoting them through relevant channels and events.

You will use your expertise to monitor and manage the performance of the services, through the development of KPIs, regular reporting and live dashboarding.

As the Senior Service Manager, you will be expected to:

• Manage a portfolio of digital workflows through their entire lifecycle, ensuring they meet the requirements of their respective service owners, are running efficiently, and empower end users to interact with Subject Matter Experts (SME) as efficiently and effectively as possible
• Work across the directorate to gather requirements and scope new services, translating these into tangible plans for the delivery of new services, focusing on a consistent experience and integration with existing workflows
• Establish and maintain technical and commercial partnerships with suppliers, acting as the main point of contact for the specification and execution of new services and changes to existing ones
• Author comprehensive documentation (incl. training) for both internal and external users, produce communication materials to promote the benefits of services and represent the directorate at relevant working groups and other meetings
• Own the service delivery plan, ensuring work is carried out to a high standard, in alignment with user and service owner needs, business objectives and priorities, the data strategy and digital best practice
• Produce and maintain regular reports and dashboard to help measure the performance of the service, identify bottlenecks and pressure points in the business, and drive improvements through targeted action

This is not an exhaustive list of duties, and you may be asked to take on additional tasks of a similar level.

Selection Process

This vacancy will be assessed using a competency-based framework which will assess your qualifications, knowledge and experience and / or skills and abilities outlined in the essential criteria.

Stage 1: Application & SiftYou will be required to complete an application form. You will be assessed on the below listed 10essential criteria, and this will be in the form of a:

• Application form (Employer/ Activity history section on the application)
• 750 word Statement of Suitability.

This should outline how your skills,experience, and knowledge, provide evidence of your suitability for the role, with reference to the essential criteria.

The Application form and Statement of Suitability will be marked together.

Shortlisting: In the event of a large number of applications we will shortlist on: Proficient in managing ServiceNow services across the entire lifecycle, from requirements gathering to testing and deployment

Unfortunately, late applications will not be considered.

If you are successful at this stage, you will progress to interview & assessment.

Please do not exceed 750 words. We will not consider any words over and above this number.

Feedback will not be provided at this stage.

Stage 2: Interview (competency based)

You will be invited to a single remote interview.

Knowledge, experience, skills & abilities will be tested at interview.

Candidates will be asked questions about their experience (see essential criteria) and will be required to give a 5 minutes presentation on a topic to be disclosed nearer to the time.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (includingby definition internal applicants).

Location

This role is being offered as hybrid working based at our Canary Wharf office. We offergreat flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month). Our core HQ offices are modern and newly refurbished with excellent city centretransport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).

Security Clearance Level Requirement

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard.