This post is open to applicants who can meet the College’s nationality, UK residency and vetting requirements.

About us:
We’re the professional body for the police service in England and Wales. We work with everyone in policing to set standards, to share knowledge and good practice and to support the development of police officers and staff. Our mission is to drive a consistent approach across policing where the public and the service expect it, to boost professionalism and to improve leadership at every level.

Although we're a small organisation, our work has a big reach. We are uniquely placed to work both with national policing organisations and local forces to support frontline officers, staff and volunteers in their day-to-day roles.

We offer a supportive and inclusive environment for people to thrive. Our extensive flexible-working policy, employee wellbeing support, family friendly policies, employers’ network for equality and inclusion membership (ENEI silver award winners), and status as a disability confident leader means everyone can bring their whole self to work.

We look forward to reading your application for the role of IT Service Manager (Service Delivery and Operations).

The selected candidate will be responsible for setting, maintaining and reviewing Service Level Agreements and OLAs across platforms and multiple channels to ensure service availability and continuous delivery to frontline policing. Using industry best practise to assess and maintain full life cycle process for a number of products, to achieve service excellence for our customers.

Some of your responsibilities will include:

- Build and aid running the Service Management capability to deliver operations across multiple digital service areas. Ensuring service operations are responsive and provide continuity, consistency and stability of provision for our customers internally and externally to the College. Providing first class customer service.

- Designing, reviewing and maintaining process for service requests, which ensure all outputs are responsive to customer’s needs. Working with the Service Transition Manager and to the Senior IT Service Manager to support continuous service delivery.

- Build partnerships internally and externally ensuring a quality service is being delivered. Assist the Senior IT Service Manager in meetings and recognise dependencies across products, update, regulate and maintain RAIDS to ensure service continuity throughout the lifecycle of products.

To be successful in this role you’ll need:

- Bachelor’s Degree or equivalent Level 6 Graduate qualification in a related discipline or demonstrable equivalent experience.

- Service management experience in a complex digital operational and delivery environment, ideally in law enforcement or wider Government

- Technically knowledgeable and proficient to understand both the problem and solution content to deliver high availability of services

- Desirable - ITIL Service Management v2 or above foundation / practitioner certification 

Please see the attached job description which contains full details of the role.

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

• Changing and Improving
• Communicating and Influencing

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

• Service Management delivering operations across multiple areas. Ensuring service operations are responsive, provide continuity, and stability of provision for customers internally and externally. Providing first class customer service.
• Assessment of service performance across a diverse number of digital products, including advising on non-performant products. Responsibility of recognising risks, actions and dependencies impacting on service provisions across a range of products