Service Manager (Ref: 23396)
This position is based at NMS Building K2, L34 1PB, Preston, PR2 2YB, L5 9PR, NMS Liverpool Film Studios, L5 9YJ
On-site
Permanent
15 Applications
Job description
- Job grade: Senior Executive Officer
- Contract type: Permanent
- Type of role: Operational Delivery
- Working pattern: Full-time
- Number of jobs available: 1
Location
This position is based at NMS Building K2, Prescot Business Park, L34 1PB, NMS Diadem House, Preston, PR2 2YB, NMS Eleanor Rathbone House, L5 9PR, NMS Liverpool Film Studios, L5 9YJ, NMS Sefton House Bootle, L20 8AH, NMS The Globe Centre, BB5 0RE, NPS 1 DE HAVILLAND STREET LIVERPOOL, L24 8RN, NPS 13-15 WELLINGTON STREET BLACKBURN, BB1 8AF, NPS 384 TALBOT ROAD BLACKPOOL, FY3 7AW, NPS 40 EUROPA BOULEVARD BIRKENHEAD, CH41 4PE, NPS 40B PRESTON NEW ROAD BLACKBURN, BB2 6AH, NPS 41 WEST ROAD LANCASTER, LA1 4NU, NPS 77/79 DUKE ST BARROW IN FURNESS BARROW-IN-FURNESS, LA14 1RP, NPS BOLTON STREET CHORLEY CHORLEY, PR7 3DL, NPS BUSHER LODGE KENDAL, LA9 4RF, NPS CEDRIC FULLWOOD HOUSE CREWE, CW1 6YY, NPS CHAPEL HOUSE SKELMERSDALE, WN8 8AP, NPS CHEADLE AVENUE TUEBROOK LIVERPOOL, L13 3AE, NPS CLINT MILL PENRITH, CA11 7HW, NPS GEORGIAN HOUSE CARLISLE, CA3 8DR, NPS GROUND FLOOR NORTON HOUSE RUNCORN, WA7 2UR, NPS JUPITER HOUSE CHESTER, CH1 4QS, NPS Macclesfield Police Station, SK10 1HQ, NPS Northwich Police Station, CW9 5EP, NPS POPLAR HOUSE HUYTON, L36 9US, NPS PROGRESS HOUSE WORKINGTON, CA14 4EW, NPS QUEENS LANCASHIRE WAY BURNLEY, BB11 1HA, NPS UNITS 3 & 4 BANKSIDE WARRINGTON, WA1 1UP
About the job
Job summary
Please refer to Job Description
Job description
Overview of the job
Accountable to a Senior Contract Manager (SCM) (and the Head of Contract Management Services Group as required) the Service Manager (SM) is accountable for supporting the operational management of nominated contracts within the centralised business owner (CBO) portfolio. This includes performance management and development, oversight of the interfaces between the suppliers and contract users e.g., prisons and stakeholder engagement. It is an offender facing role in terms of working service users to ascertain their views on the services received.
The post holder will contribute to the management of one or more CRC contracts within a portfolio of 19 contracts with a value of around £16 million p/a and it involves complex stakeholder and delivery chain relationships. The post holder is responsible for managing the portfolio of a wide range of products and services, with varying levels of operational and reputational risks and managing these complex, innovative contracts.
The geographical base for the SM post can be flexible within their contract management area, and will require some work in London and other locations,
Summary
The SM will be a key member of their designated contract management team and will work collaboratively with colleagues within the Directorate and in Commercial, Finance, Policy and other support functions to assist in the delivery of HMPPS and CMT objectives.
The SM will work in collaboration with the SCM in relation to contract management, planning, development, review, exit and input into competition activities. The SM will co-ordinate performance management and monitor operational delivery, and has responsibility to provide assurance on the quality and standards of contract delivery. They will directly manage all aspects of contract delivery on a day to day basis and will have daily dialogue with providers and business partners.
The SM will take responsibility for reviewing, analysing and monitoring performance data, quality assurance and data analysis of provider delivery as well as developing strategies for re competition of proposed new contracts.
The SM will directly seek assurance from stakeholders and will monitor the interface points between the providers and business users of their designated contracts.
Responsibilities, Activities and Duties
The job holder will be required to carry out the following responsibilities, activities and duties:
• Responsible for contract management, planning, development, exit and input into competition activities, including accountability for performance management, monitoring improvement plans, delivery assurance and contract
compliance activity, providing on site presence within the business and supplier organisations as required.
• Accountable for monitoring designated contracts, with responsibility to critically evaluate and report any issues regarding service delivery outcomes and value for money to the SCM.
• Responsible for identifying service quality, contract compliance and supplier performance issues and priorities in order to inform contract management and the wider CMIT.
• Accountable for providing local insight into the operational interfaces between providers, particularly in relation to operational risk, making independent judgements about their findings and reporting any issues to the SCM.
• Leading and managing the resolution of operational issues arising between providers and escalating unresolved issues and formal disputes to the SCM.
• Managing elements of the contract management Governance processes in relation to designated contracts, including representation and leading supplier review meetings.
• Accountable for working collaboratively with colleagues in the Operational Audit team, Commercial Contract Management and other HMPPS/MOJ support functions to inform the management of designated contracts.
• Accountable for promoting and maintaining effective relationships with providers and stakeholders.
• Responsible for holding providers to account for their stakeholder engagement commitments.
• Critically evaluate business demand, needs and priorities in order to inform the
development of contracts within the portfolio.
The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the job holder.
compliance activity, providing on site presence within the business and supplier organisations as required.
• Accountable for monitoring designated contracts, with responsibility to critically evaluate and report any issues regarding service delivery outcomes and value for money to the SCM.
• Responsible for identifying service quality, contract compliance and supplier performance issues and priorities in order to inform contract management and the wider CMIT.
• Accountable for providing local insight into the operational interfaces between providers, particularly in relation to operational risk, making independent judgements about their findings and reporting any issues to the SCM.
• Leading and managing the resolution of operational issues arising between providers and escalating unresolved issues and formal disputes to the SCM.
• Managing elements of the contract management Governance processes in relation to designated contracts, including representation and leading supplier review meetings.
• Accountable for working collaboratively with colleagues in the Operational Audit team, Commercial Contract Management and other HMPPS/MOJ support functions to inform the management of designated contracts.
• Accountable for promoting and maintaining effective relationships with providers and stakeholders.
• Responsible for holding providers to account for their stakeholder engagement commitments.
• Critically evaluate business demand, needs and priorities in order to inform the
development of contracts within the portfolio.
The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation Scheme and shall be discussed in the first instance with the job holder.
Person specification
Please refer to Job Description
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Making Effective Decisions
- Seeing the Big Picture
- Working Together
Benefits
Alongside your salary of £57,398, HM Prison & Probation Service contributes
£16,628 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides (opens in a new window).
- Access to learning and development
- A working environment that supports a range of flexible working options to enhance your work life balance
- A working culture which encourages inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
- Annual Leave
- Public Holidays
- Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link:
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a standard (or equivalent) criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
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).
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).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the
Civil Service People Plan (opens in a new window)
and the
Civil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
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Contact point for applicants
Job contact :
- Name : SSCL Recruitment Enquiries Team
- Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
- Telephone : 0345 241 5358
Recruitment team
- Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
Further information
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints
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