Senior Service Manager
Job summary
The UK Health Security Agency (UKHSA) has been set up to provide health security and health protection for the nation by protecting from infectious disease and external hazards. We aim to mitigate threats to health before they materialise.
We are looking for an experienced Service Manager to join the Data & Cyber Security (DCS) directorate, part of the DCS Business operations team. We are a multi-disciplinary central function supporting UKHSA with its information management and service needs, from financial, HR and Risk support. Our role is to support the business with achieving compliance, to ensure the directorate runs efficiently and supported.
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 and existing 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.
Main duties of the job
- Manage a portfolio of digital workflows through the entire change lifecycle, ensuring they meet requirements of the respective service owners, are running efficiently, empowering end users to interact with Subject Matter Experts effectively, identifying and assessing new and alternative approaches to business activities and improvements.
- Work across the directorate to gather requirements and scope new services, translating into functional and non-functional business requirements and user stories for delivery, focusing on a consistent experience and integration with existing workflows.
- Map out As-Is, anddesign To-Be processes supporting cost and benefit analysis.
- Work collaboratively with business users, third parties and IT throughout implementation.
- Establish and maintain technical partnerships, as the main contact for new services and changes to existing ones
- Author documentation (incl. training) for internal and external users, produce communication material promoting service benefits and represent the directorate at working groups and meetings.
- Own the service delivery plan, ensuring work is carried out to a high standard, aligning with user and service needs, business objectives and priorities, the data strategy and digital best practice.
- Produce and maintain regular reports and dashboard to measure service performance, identify bottlenecks and pressure points, driving improvements through targeted action.
This list is not exhaustive.
About us
We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.
UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.
Please visit our careers site for more information https://gov.uk/ukhsa/careers
Job description
Job responsibilities
The Senior Service Manager role will be pivotal in helping the Data and Cyber Security (DCS) directorate 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.Successful candidates will mainly be responsible for leading workshops, eliciting requirements, process design and mapping and many more business analysis related tasks for projects and other types of change. You will ensure that business needs are understood and translated into requirements that enable the selection, design, and delivery of technology enabled business solutions with innovation and customer experience at the heart of design principles.
Essential criteria:
- Experienced in designing efficient and customer focused processes that deliver a good customer experience as well as SME/technical aims
- Working knowledge of KPIs and management reporting
- Ability to create workflow diagrams, bespoke reports and service dashboards
- Proficient in managing projects, suppliers and relevant stakeholders, ensuring delivery within given constraints
- Proven ability to translate complex business requirements into clear, actionable technical specifications Documentation skills (e.g. Word/Excel/PowerPoint, Confluence)
- Training material creation and delivery experience
- Effective stakeholder management at all levels
- Strong communications skills, with the ability to craft clear, effective messaging
- An understanding of and commitment to equality of opportunity and good working relationships.
Desirable criteria:
- Experience of the ServiceNow software or other work management applications
Selection Process Detail
This vacancy is using Success Profiles and will assess your Behavioursand Experience.
Stage 1: Application & Sift
Success profiles
You will be required to complete an application form. You will be assessed on the listed 9 essential criteria, and this will be in the form of a:
- Application form (Employer/ Activity history section on the application)
- 750 word Supporting Statement.
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 supporting statement will be marked together.
Please note you will not be able to upload your CV. You must complete the application form in as much detail as possible. Please do not email us your CV.
Longlisting:
In the event of a large number of applications we will longlist into 3 piles of:
- Meets all essential criteria
- Meets some essential criteria
- Meets no essential criteria
Those falling into the 'Meets all essential criteria' pile will progress to shortlisting.
Feedback will not be provided at this stage.
Shortlisting:
In the event of a large number of applications we will shortlist on the following essential criteria:
- Experienced in designing efficient and customer focused processes that deliver a good customer experience as well as SME/technical aims
Desirable criteria may be used in the event of a large number of applications / large amount of successful candidates.
If you are successful at this stage, you will progress to interview.
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
Success Profiles
You will be invited to a remote interview.
Behaviours will be tested at interview.
The Behaviours tested during the interview stage will be:
- Changing and Improving (Lead behaviour)
- Communicating and Influencing
- Managing a Quality Service
- Seeing the Big Picture
Interviews dates are yet to be confirmed.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Location
This role is being offered as hybrid working based at any of our Core HQs.
We offer great 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) working at one of UKHSA's core HQs (Birmingham, Leeds, Liverpool, and London).
Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).
This role can also be undertaken remotely.
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.
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).
Salary Information
If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.
£41,983- £48,128 (National) £44,148- £50,121 (Outer London) £46,310- £52,113 (Inner London)
Per annum, pro rata
Person Specification
Application Form and Supporting Statement
- Application Form and Supporting Statement
Behaviours
- Changing and Improving
- Communicating and Influencing
- Managing a Quality Service
- Seeing the big picture
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
UK Health Security Agency
Address
Core HQ
Birmingham, Leeds, Liverpool, London (Canary Wharf)
E14 4PU
Employer's website
https://www.gov.uk/government/organisations/uk-health-security-agency