Senior Service Manager – Service Design & Transition

Belfast, Birmingham, Bristol, Leicester, London*, Wakefield, Warrington. *For London based roles your contractual place of work will be Endeavour Square, Stratford. However, as that site will not be operational until early 2025 in the interim period you will be required to carry out your contractual duties from Spring Gardens, Vauxhall or such other reasonable location. As your contractual place of work is Endeavour Square, your move to this location in 2025 will not give rise to any entitlement to payments for travel time or costs under the Relocation and Excess Travel Policy.

We are currently looking to recruit a Senior Service Manager to manage the Agency’s Service Design and Transition practise based at either our London, Leicester, Belfast, Bristol, Birmingham, Wakefield or Warrington sites.

The NCA Enterprise Services play a critical role in providing a range of DDaT functions for the Agency and other stakeholders. These functions cover a combination of professional enabling capabilities to support the business as well as a range of assurance operations over the quality of service, and acting as an intelligent broker of these services via our internal SIAM to the end business customer to achieve maximum value across different areas. We work closely with our supply chain to build strong collaborative working relationships in pursuit of the Agency’s strategic goals.

The Design of IT Services together with Acceptance into Service Transition activity is fundamental in delivering the Agencies key IT programmes including Transformation and Maintain and Improve. 

You will lead a team of Service Architects in Covering requirements, support structures, finance, security and ITSM Practise implementation as well as Demand Management and Resource and Financial planning.  

Working at all levels within the Agency but particularly with the Programme Delivery functions and IT Operations you will enhance and develop the Practise over the coming years.

Senior Service Manager – Service Design & Transition

We are currently looking to recruit a Senior Service Manager to manage the Agency’s Service Design and Transition practise based at either our London, Leicester, Belfast, Bristol, Birmingham, Wakefield or Warrington site.

The NCA Enterprise Services play a critical role in providing a range of DDaT functions for the Agency and other stakeholders. These functions cover a combination of professional enabling capabilities to support the business as well as a range of assurance operations over the quality of service, and acting as an intelligent broker of these services via our internal SIAM to the end business customer to achieve maximum value across different areas. We work closely with our supply chain to build strong collaborative working relationships in pursuit of the Agency’s strategic goals.

The Design of IT Services together with Acceptance into Service Transition activity is fundamental in delivering the Agencies key IT programmes including Transformation and Maintain and Improve.

You will lead a team of Service Architects in Covering requirements, support structures, finance, security and ITSM Practise implementation as well as Demand Management and Resource and Financial planning.  Working at all levels within the Agency but particularly with the Programme Delivery functions and IT Operations you will enhance.

For further details https://executive.global-resourcing.com/nca/ or to apply, please contact Callum Randle  NCA-SD@global-resourcing.com or 020 8253 1806. 

Key responsibilities

You will need the following skills for this role, although the level of expertise for each will vary, depending on the role level:

• Service Management. You can work within a ITIL based Operating Model understanding how Services Components combine to create Value to the end user and how Services are Designed and Transitioned into the Live Environment.
• Strategic ownership. You can focus on outcomes, not solutions. You are bold and can develop ambitious visions and strategies. You know how to get the organisation and team to buy in. You can translate the vision into prioritised deliverable goals.

• DDaT perspective. You can demonstrate an understanding of user-centric design, technology and data perspectives. You understand the range of available technology choices and can make informed decisions based on user need and value for money. You understand the variety and complexities of digital contexts and can design services to meet them. You have knowledge of the wider digital economy and advances in technology.

• Risk Management. You are able to view Transition activity through multiple Risk lens to produce prioritised schedules of activity.  You are able to articulate the Risks in understanding the requirement thresholds in allowing a Service to go Live.

• Life-cycle perspective. You understand the different phases of product delivery and can contribute to, plan or run these. You are able to produce short, medium and long term forecasts to contribute to Business planning and financial forecasting.

• Experience of working within constraints. You understand and can work within given constraints (including but not limited to technology and policy, and regulatory, financial and legal constraints). You know how to challenge constraints that can be changed. You can ensure compliance against constraints by adapting products and services where needed.

• Owning the business case. Working closely with other teams, you can support the securing of funds for delivery through a business case and through delivering a good pitch in government. You can demonstrate financial and non-financial returns on investment (ROI) and strategic intent: you can take accountability for realisation of benefits.

• Problem ownership. You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

**To be considered, you will need to successfully complete SC Enhanced clearance before commencing the role and achieve DV clearance within the first 12 months in post.**

The following qualifications/skills are essential to the role and proof will be required at interview:

• A first degree in relevant subject or equivalent experience

• ITIL v3 or v4 Qualifications

Please ensure the dates of any accreditations you are relying on, are entered on to the CV.

Should you progress to the assessment stage of the process, you will be required to provide a copy of the original certificate.

Failure to provide evidence at interview may result in your application not progressing to the next stage.

We’ll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Communicating and Influencing
• Leadership
• Working Together

We’ll assess you against these technical skills during the selection process:

• Experience of Service Design.
• Experience of Service Transition.

Alongside your salary of £57,640, National Crime Agency contributes
£15,562 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides.

If you are an active police pension member immediately prior to joining the NCA, you can continue your membership throughout your employment with us as if you were a serving police officer. If you do remain an active member and subsequently return to a police force, you should be able to continue your membership there too.

All officers in the NCA are members of the UK Civil Service. You will be eligible for: 
• Civil Service pension scheme 
• 26 days annual leave rising to 31 on completion of 5 years continuous service 
• Training and development opportunities 
• Cycle2work scheme 

We take the welfare of NCA officers very seriously. All staff have access to Occupational Health services and there are a number of staff representative groups. We also have a range of sporting and other activities on offer. 

We can provide flexible working arrangements if the role in question is suitable. These include flexi-time, job sharing and compressed hours (working contracted hours over a shorter period).

Successful candidates will be expected to have a medical.

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

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Job contact :

• Name : Callum Randle
• Email : NCA-Product@global-resourcing.com
• Telephone : 020 8253 1806

Recruitment team

• Email : NCA-Product@global-resourcing.com