Join us as a Service Manager with the Home Office
(London Full-time, Permanent)


Why Join the Home Office?
This role is an exciting opportunity for a dynamic and innovative person to be at the forefront of change in one of the great Departments of State. We are delivering significant transformation to continue keeping our citizens safe and our country secure. New technology and the fast-evolving nature of the threats we face mean we must adapt, and adapt fast, and with the UK leaving the EU, the need for change is greater than ever.

As a Mobile Devices Service Manager, responsible primarily for Service Asset and Configuration Management (SACM) of the end-to-end service-wrap for ESN devices, you will have a strong background and level of experience in IT Service Management, preferably with telecoms experience, 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 can manage national critical services.

About Capita
At Capita, we support clients across a range of sectors, including local Government, central Government, education, transport, health, life and pensions, insurance and other private sector organisations. We support with expertise applied by the talent across our business in combination with technology, insight and analytics to keep our clients ahead of change, sharper than competitors and more efficient than ever – and we always need new talent to help us achieve our goals.

We are currently recruiting for interesting and exciting positions at the Home Office. The Home Office keeps the UK secure and prosperous; protects its citizens, residents and visitors and their property; and upholds rights, liberties and the rule of law. Leading on immigration and passports, drugs policy, crime and fire policy, counterterrorism and work to ensure visible, responsive and accountable policing in the UK.

The Role of a Service Manager

You will be responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity across this landscape. You will ensure that business relations within the organisation are managed to enable delivery of ESN services, by working with their own team and the Business Relationship Management function. You will also be responsible for shaping, developing and implementing the device order fulfilment process for the programme, including the assurance of device procurement, supplier fulfilment of device related orders and management of device related escalations.

You will work closely with both internal and external technical teams to ensure the quality of the service being delivered meets the business needs. This will include directing teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place, are operated and accurately reported with both external and internal teams.

• Ensuring that the customer receives the highest level of service from the Services teams and managed suppliers
• Managing internal IT service functions 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, third party and internal suppliers across government teams to ensure alignment
• Developing and management of the device order fulfilment process for the ESN programme
• Monitoring the day to day performance of the ESN device suppliers to ensure they are operating to agreed SLA’s
• Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services
• Identifying, managing and escalating service risks appropriately

Typical Qualifications:

• ITIL v3 or v4 foundation

Essential Criteria;

A solid understanding of device management and order fulfilment processes including Service Asset and Configuration Management (SACM) Understanding IT & Network 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 Enterprise Services 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
• Producing relevant reports in a standard format in an agreed timeframe

Desirable Criteria;

• Maintaining secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets
• 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
• Experience of IT & Network technologies in the Telecoms arena