Business Services Manager - Technology CSC - Counter Terrorism Policing HQ
Job Title: Business Services Manager - Technology CSC - Counter Terrorism Policing HQ
Salary: The starting salary is £53,459, which includes allowances totalling £2,928.
The salary is broken down as £50,531 basic salary, which will increase annually until you reach the top of the scale £55,103. Plus, a location allowance of £1,928 and a non-pensionable allowance of £1,000.
Location: West Brompton
There has never been a more important time to be working within counter terrorism and a career with Counter Terrorism Policing (CTP) is like no other, with specialist roles spanning the UK and overseas.
You’ll join us at the Customer Service Centre (CSC), which provides national IT services for CTP. As part of a dedicated team, you’ll be working closely with internal functions and third party suppliers and vendors to support the ongoing delivery of authority service level agreements, ensuring that they are met. This role will be based in CTOC and will have dual reporting lines into their Line Manager and the CTOC ICT Service Board.
As a proven centre of excellence, aligned to ITIL® best practice, effective service management processes are crucial in ensuring that risks are mitigated and that robust governance exists in order to protect the integrity of our national infrastructure and networks. We are now growing our service support team to bolster coverage in our Service Level Management, Supplier Management, Service Reporting, Change Management and Problem Management process areas. Thanks to this background, you’ll be used to making decisions in a busy service operations environment.
Work for us and you could be at the forefront of national security and public safety; working alongside emergency service colleagues, government agencies, intelligence services and the military to help keep our communities safe.
As part of a dedicated team, you’ll be working closely with internal functions and third-party suppliers and vendors to support the ongoing delivery of authority service level agreements, ensuring that they are met. Day to day you’ll be monitoring and managing services by producing effective management intelligence reports; tracking service levels, holding regular service reviews with stakeholders and liaising with customers and users to identify further opportunities for improvements. This is a role that really does make a difference to our people.
Besides the rewarding nature of the job itself, a competitive salary, and a Civil Service pension, you'll also benefit from excellent career and professional development. If you’re looking to progress, this is a great opportunity.
Use your skills to help protect the public and support our teams. Join CTP today.
Applications will not be accepted from anyone who has applied for this role within the last 6 months and has been unsuccessful at any stage of the recruitment process
Key Responsibilities
Supplier Performance Management
Management of commercial supplier performance, ensuring that they are held to account for delivering services to agreed levels and quality. This will be achieved by the post holder:
- Assessing service performance information; assessing supplier responsiveness and quality of work in dealing with service problems and issues
- Resolving the actions from any formal supplier performance management meetings and keeping business stakeholders informed
- Advising and contributing on the building of accurate and comprehensive service reporting, in collaboration with ICT and the supplier
- Reviewing and managing service risks highlighted from supplier management and user experience of the service
Business and User Engagement and Communications
- Engaging with the CTOC senior service stakeholders and the user community to understand operational demands of the service
- Negotiating plans and schedules with CTOC stakeholders for service down time for maintenance or outages for any fixes of problems, ensuring that these are aligned with business and user needs
- Leading on communications to the CTOC user community about plans for improvements to the products
- Acting as the first point of contact for senior management/service owner in the event of a major business service outage
- Acting as a point of escalation for CTOC users for any service failures, with the authority to engage stakeholders to address specific issues / opportunities
- Ensuring CTOC user satisfaction with the service, working with stakeholders to produce and enact any required recovery action plans if service delivery is not meeting expectations
Service Improvement and Development
Digital and technology services need to evolve and improve in line with changing operational and user requirements. The post holder will:
- Work with stakeholders to understand, prioritise and document evolving and changing service requirements on a periodic basis
- Work with stakeholders to secure costed options for meeting those requirements and processing this demand for changes or improvements into the CTP business governance process
- Commission ICT / suppliers to implement improvements and changes that CTP has approved and is prepared to fund
Building Business Service Management Capability
- The post holder will need to develop tools, guides, develop and document working processes and be prepared to share and disseminate knowledge within CTP & Partners, potentially leading and growing practice.
Commercial and Financial Management
- Provide operational insights and knowledge into any contract management, renewal or change process in support of commercial experts.
- Ensuring that the service operates within agreed financial constraints agreed with CTP and set out within supplier contracts
Vetting
This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (enhanced) (SC(e)) level before taking up the post.
Confidentiality Agreement
Applicants should also be aware of the need to sign a confidentiality agreement on taking up the post.
Our Employee Commitments
Counter Terrorism Policing aims to create an inclusive and welcoming atmosphere and culture and an environment where all our people feel a strong sense of belonging and are able to reach their full potential. Where any group or individual can be and feel respected, supported and valued to fully participate and contribute to our mission of “Working to keep people safe from Terrorism”.
Inclusion, diversity and equality is at the front and centre of our approach to make the composition of Counter Terrorism Policing more representative of the communities we serve. As Counter Terrorism is rooted in Local Policing, to tackle today’s complex policing challenges, applications from across all communities are therefore essential and encouraged. Counter Terrorism Policing as a network is committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations’.
Counter Terrorism Policing is committed to creating an inclusive working environment. We welcome and encourage applications from candidates who are seeking flexible working arrangements, including part time working or job share. In addition, this role has been reviewed following learning from work during the Covid pandemic and may be done in an agile manner. In the first instance, please contact the vacancy holder to discuss how such arrangements could be accommodated (where applicable).
How to apply
Click the apply now button below and start your career at the Met. Applications will be via a detailed CV, Personal Statement, and online application form. Your personal statement should outline why you are interested in the role and how your skills and experience demonstrate your suitability for the role. (NB. Please do not attach 2 copies of your CV).
Completed applications must be submitted by 23:55 on 5th of March 2025.
Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 12th of March 2025.
Following application review, successful candidates will be invited to interview. Interview dates will commence 26th of March 2025.