Customer Engagement is a trusted and empowered interface that ensures officers get the best from IT services through managing the strategic aspects of IT’s relationships with business units across NCA.

Live Services is part of the Technology Command. We manage the day to day operation of the NCA IT estate, ensuring the ongoing delivery of suitably assured and operational IT services to users, responding to incidents and escalations as they arise.

This is enabled through the leadership of the transition of new and changed services in and out of to the live environment and the supervision and management of the IT supply chain to ensure services are delivered in accordance with Service Levels aligned to user expectations.

In order to achieve this, Live Service must take a through life approach to IT service and continually look to develop and build a team of professional and experienced IT Service Management practitioners who are suitably skilled to support a complex and varied IT estate that is evolving through the delivery of the NCA
transformation Programme.

Job description

As part of a team of information professionals, you will be using your skills and expertise to:

• Demonstrate a deep knowledge of the IT strategy and capabilities available to business customers and to act as advisor on how IT can improve their operations.
• Act as a champion for customer requirements, helping them determine their requirements and then act as their advocate internally within IT services.
• Support and lead where required customer engagements, requirements capture, elicitation, management and reporting and act as a conduit between customers across the business and technical delivery teams.
• Support the customer in defining their requirements

We are currently looking to recruit Customer Relationships Managers in our London site.
 

Responsibilities

You will have experience with Customer Relationship Management, ideally within a law enforcement environment. You will also be an experienced leader, used to managing staff and teams and communicating with stakeholders at all grades.

***All NCA officers must hold SC Enhanced upon entry as a minimum. To meet the National Security Vetting requirements for this role you will need to have resided in the UK for a minimum of 3 out of the past 5 years. For more information please see the Candidate information Pack***

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting

Technical skills

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

• An understanding of the ITIL framework
• Thorough knowledge of the NCA, the strategic priorities’, the Transformation ambition and how technology works as an enabling partner.
• Experience with Customer Relationship Management within an LE, MOD or SIA environment would be an advantage.

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).

If you are an active police pension member immediately prior to joining the NCA, you can continue you 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