Job description
Learn about the role, responsibilities and what the employer is looking for.
Our Service Management community works with global customers, delivery experts and other stakeholders to ensure our services are of the very highest quality. Committed to meeting agreed outcomes, offering great value for money and aligning with business needs, we’re flexible, efficient and always ready to listen and adapt to the needs of our customers. Now, you’ve got the opportunity to join them.
Supporting customers globally.
Developing new ways of working.
Making an impact internationally.
It all matters.
Make a major contribution to the success of our global operation
When you join us as Head of Service Management you’ll be accountable for the consistency and effectiveness of the Service Manager community, provide leadership across all service lines, and ensure the highest principles, policies, governance requirements and ways of working are adopted by all our teams. Building capabilities, promoting the sharing of knowledge, strengthening resilience and driving continual improvement, you’ll be focused on developing a high-performing, collaborative and inclusive culture throughout our function while setting clear objectives, expectations and performance standards.
You’ll have a wide range of additional responsibilities – these include conducting regular performance discussions, balancing service portfolios, taking the lead on workforce and succession planning, and identifying skill gaps and development needs. Owning and maintaining our authoritative Service Manager handbook, and being accountable for the consistent implementation and adoption of agreed standards, we’ll also expect you to ensure that documentation and records are maintained and stored correctly. Other key tasks will include representing the function at forums, acting as a key escalation point, raising the profile of Service Management, ensuring our achievements are effectively communicated and understood, and strengthening stakeholder engagement, confidence and collaboration.
Use all your service management skills as you work to defend the nation’s interests
To be a success in this important senior role you’ll have significant experience of leading Service Management teams in a complex operational environment, a well developed background in a leadership role, and the ability to line manage, coach and develop high-performing teams. Capable of embedding forward-thinking standards, frameworks, processes and ways of working, and ready to build our organisational capabilities and resilience, your excellent writing skills will see you producing an inspirational range of operational handbooks and professional documents. Committed to leading change, collaboration and improvement initiatives, you should also be ready to influence senior stakeholders while working across organisational boundaries.
When it comes to your formal education you should hold ITIL Certification, Project Management Foundation, ISO/IEC 20000 and Level 5 Leadership and Management qualifications or have equivalent practical experience. With a strong understanding of Service Management disciplines, principles, frameworks, best practice, operating models, standards and governance arrangements, you should also be capable of operating in complex and geographically dispersed environments. In addition, an ITIL Managing Professional, ITIL Expert, ISO/IEC 20000 Practitioner, Auditor or Lead Implementer qualification would be desirable, as would Lean Six Sigma, Agile or PRINCE2 status.
Discover the support you need to grow your career further
But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.
Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at virtual-embassy.fcdoservicescareers.co.uk
Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process. You can find out more about this at fcdoservicescareers.co.uk/how-to-apply/
To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk
It takes a diverse team to protect a diverse world
The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.