This is an 18 month Contract (subject to change and/or extension) with the start date to be confirmed but expected to be early 2027.
Applications from internal candidates will be managed as fixed term secondments
Main Purpose of Role
The Service Management Lead is responsible for the design and operation of the Service Level Management processes for the Force, working closely with Senior Stakeholders, Business Users and Suppliers to define, agree and manage Service Agreements and underpinning contracts for IT services.
In this role you will also lead the development of the Service Management Tools, drive the development of reporting and service metrics used in service reviews and contract negotiations and will present IS management information at internal and external performance meetings. You will be required to define the Service Management Performance Framework, so that service performance of operational level agreements, service level agreements and underpinning contracts can be measured end to end from all providers.
You will also take responsibility for the final sign off of all Service Level Management aspects from the Service Design and Transition toolkits through the duration of the project and into early life support.
Key Skills & Experience Required
Knowledge & Experience
- Experienced Service Level Manager having worked in a complex organisation, defining Service Standards, SLA’s, OLA’s and Underpinning Contracts.
- Technical capability in the management and development of processes, workflows and service
- management tools.
- Experience in defining, measuring and producing management information, creating dashboards.
- Experience of leading people and teams.
- Experience of planning, prioritising and scheduling work loads, leading project work packages within time and budget.
- Experience in leading Continual Service Improvement Programmes based on ITIL best practice.
- Experience of leading the management, completion and sign off of Service Design and Transition to underpin the Service Management Framework.
- Experienced at preparing, coordinating, validating and publishing work instructions.
- Working with the Supplier to define and agree the service management protocols in the support contract, designing metrics and reporting to underpin service reviews.
- Service delivery, ensuring that this is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
Skills & Abilities
- Be able to delegate tasks, responsibilities and authorities effectively.
- Be able to positively influence and persuade others to take a specific course of action when there is no direct line of command or control.
- The post holder must lead the team to establish significant confidence and respect for the IS function and acts as an ambassador for IS services and for IS generally.
- Be able to communicate both verbally and in writing clearly, concisely and courteously to users, suppliers and colleagues of all levels.
- Be able to make decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints and the availability of necessary information.
- Be self-motivated, self-confident, enthusiastic and able to work on own initiative and as part of a team.
- Be pro-active, flexible, open minded and innovative in style; willing to experiment with new ideas and implement change.
- Be able to analyse a problem or situation break it down systematically into its component parts and identify the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflect on the result, so that that learning is identified and absorbed.
- Be able to deal effectively with unexpected situations, taking advantage of opportunities and overcoming problems.
- Be able to make decisions and take action on issues and implement action plans.
For further information about the role please contact: Toni McMonigle – Digital Support Manager on toni.mcmonigle@notts.police.uk
Benefits:
Some benefits of working for Nottinghamshire Police include but are not limited to:
Pension scheme – We pay around double the member contribution
Support networks and wellbeing
Annual leave entitlement – Starting at 24 days and increasing with length of service
Blue Light Card discounts
Flexible and agile working where suitable
Please see attached document titled ‘Police Staff Benefits’ for further benefits and information.
To Apply:
When applying, please complete the information on the next few screens.
The attached Job Description provides further details about the role.
When applying, refer to the person specification to evidence how you demonstrate your suitability for the role, ensuring the four areas have been considered.
You can also attach a supporting statement of no more than 2000 words referring to the person specification to evidence how you demonstrate your suitability for the role, along with your CV.
Please ensure any documents you attach during your application do not have your name or any identifiable personal details included within the text or the document name (including any images), so that your application can remain anonymous.
For current Office of the Police and Crime Commissioner staff applicants, please note that Nottinghamshire Police would be a new employer. However, an agreement has been made whereby all tenure and length of service will be honoured.
Vetting Level – Management – you must have resided in the UK for at least the last 5 years, with less than 12 months spent abroad (some exceptions for those living on a UK military base).
IMPORTANT INFORMATION
All applicants will be subject to the Nottinghamshire Police Vetting Policy.
Nottinghamshire Police is committed to the principles of Equality, Fairness and Diversity, and we welcome applications from all sections of the community in our efforts to recruit a diverse and flexible workforce that reflects the people we serve.
Reasonable adjustments will be considered at a later stage for candidates successfully shortlisted. Please be aware, this will not cause any detriment or impact to your application, our aim is to support you throughout the process.
Current Nottinghamshire Police staff only: Candidates currently at risk will be required to complete and attach the at-risk pro-forma document.
