Live Services Manager
Job description
- Job grade: Senior Executive Officer
- Contract type: Permanent
- Type of role: Digital
- Working pattern: Flexible working, Full-time, Job share, Part-time
- Number of jobs available: 1
Location
About the job
Job summary
MHCLG is improving how it creates, delivers and supports its digital services. As more services are developed and managed in-house, we are building stronger live service management practices to make sure services are reliable, easy to use, well managed and continually improving. Digital Connect uses Microsoft Power Platform to build and run services that help the department manage contact information, conversations, risks and delivery reporting.
We are looking for an experienced Live Services Manager to lead the day-to-day operation and ongoing improvement of two key services: Managing Local Conversations (MLC) and the Risk and Reporting Platform (RRP). Working closely with product managers, delivery teams, analysts, designers, suppliers and the wider Live Services team, you will help ensure these services run smoothly and effectively.
You will manage risks, oversee service performance, identify opportunities for improvement, and support the transition of new features and services into live operation. You will also make sure services continue to meet user needs and deliver the outcomes expected by the department.
Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.
Job description
As a Live Service Manager you'll:
- Lead the day-to-day operational management of MLC and RRP, ensuring services are reliable, secure and meet agreed performance targets
- Establish and maintain clear processes for incident, problem, change and service continuity management, aligned to recognised best practice
- Coordinate the investigation and resolution of incidents and problems, identifying root causes and implementing improvements to prevent recurrence
- Support the transition of new products, features and enhancements into live operation, helping teams move from delivery into sustainable business-as-usual support
- Implement and manage service governance, including change approvals, escalation routes, risk management and decision-making processes
- Monitor, analyse and report on service performance using operational metrics, user feedback and service data to drive continuous improvement
- Work closely with product managers, delivery teams, users, service desks and suppliers to ensure services are well-supported, accessible and meet user needs
- Maintain service documentation and contribute to commercial, financial and supplier management activities, helping ensure services deliver value for money and remain fit for purpose
- Monitor licence usage, service adoption and demand trends, using data and analytics to forecast future requirements, optimise costs and ensure services remain scalable and sustainable
Person specification
As a Live Service Manager You'll have:
- Experience managing live digital services, including incident, problem, change and service performance management in a multi-disciplinary environment
- A good understanding of service management best practice (such as ITIL) and the ability to apply it pragmatically within agile digital teams
- Experience working with product, delivery, design, technical, operational and supplier teams to run and continuously improve services
- Strong analytical skills, with the ability to use service data, KPIs, trends, user feedback and operational metrics to inform decisions, identify risks and drive improvements
- Experience defining, documenting and maintaining service processes, standards, governance arrangements and operational documentation
- Strong stakeholder management and communication skills, with the ability to coordinate work across teams, take ownership of issues and communicate effectively with both technical and non-technical audiences
- The ability to balance operational stability with continuous improvement, introducing effective governance and controls without slowing delivery
- Experience managing service costs, licences, supplier arrangements and demand forecasting, including using data to understand service adoption, predict future demand, and demonstrate service value for money Desirable
- A recognised service management qualification (for example ITIL v3 / v4 at Foundation level or above)
- Familiarity with Model Driven Power Apps, Dataverse and GOV.UK Notify
- Experience running a live service within an agile team working environment
Benefits
Things you need to know
Artificial intelligence
Selection process details
Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:
Behaviours , Experience , Technical
Please ensure your CV does not contain any personally identifiable information.
Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.
Important: Your CV and Cover Letter must be merged into a single document before uploading.
Stage 1: Sift (CV & Cover Letter)
Experience and Technical: Your covering letter should be no more than 1 page referencing how you meet the criteria set out in the job description.
Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.
Stage 2: Interview
- Behaviours: Managing a Quality Service, Communicating and Influencing, Delivering at Pace
- Experience: Experience questions will be based around the essential skills and criteria as listed in the job description
- Technical: Technical questions will be based around the essential skills and criteria as listed in the job description
Sift and Interview Dates
Sifting is envisaged to take place the week commencing 23rd November 2026.
Interviews are envisaged to take place shortly after and are currently being held remotely via videocall. This could be subject to change.
How We Recruit
Find out everything you need to know before applying here..
- Applying
- Sifting
- Interview
- Interview Results & Feedback
- Reserve List
- Near Miss
- Civil Service Grades
- We are a DCS, RIS & GPTWV employer
- Reasonable Adjustments
How to Apply
What you need to know before applying.
You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.
- Security Clearance Requirements
- Civil Service Nationality Requirements
- Right to Work
- Artificial Intelligence
- Civil Service Code and Recruitment Principles
- CV Declaration
- Sponsorships
- Salary and Grade
- Existing Civil Servants
- Conflict of Interest
- Location and Flexible Working
- Fixed Term Contracts
- Internal Fraud Database - Internal Fraud Register
- Appeals and Complaints
- Conflict of Interest
Security Clearance Requirements
National Office: BPSS
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Digital Data Jobs
- Email : digitaldatajobs@communities.gov.uk
Recruitment team
- Email : digitaldatajobs@communities.gov.uk
Further information
a procedural irregularity
an infringement of the Civil Service equal opportunities policy
exceptional circumstances which were not notified to the interview panel which might have affected performance on the day.
It is important to note that these are appeals about the process not the decision. In the first instance, an appeal should be directed to the MHCLG Resourcing Hub at Recruitment@communities.gov.uk.
If the MHCLG Resourcing Hub is unable to satisfactorily resolve your complaint, you may contact put your complaint in writing to the Civil Service Commission, Room G8,1 Horse Guards Road, London, SW1A 2HQ or by email to: info@csc.gov.uk
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