29498 - IT Service Manager

The job is one that will be required to work in various locations. The team that they are part of is based in Manchester but these staff will be required to attend London and other locations where suppliers are based, for example, Sheffield and Liverpool.

Overview of the job

Reporting and accountable to the Lead IT Service Manager (LITSM), the IT Service Manager (ITSM) is accountable for the oversight and assurance of the service management aspects of the Electronic Monitoring (EM) IT Service to ensure the delivery of the service management function from Ministry of Justice (MoJ) IT suppliers, MoJ Digital are to the standards required by the MoJ EM Directorate.

The MoJ is working with 4 suppliers to transition from a legacy EM service and deliver an integrated solution for the provision of Electronic Monitoring of offenders in England and Wales.

The new multi-supplier solution will result in a new organisational model and new service integration service management capability which will be delivered by teams in MoJ Digital and MoJ Core Services for which the ITSM is accountable to the LITSM for the oversight and assurance of delivery, while maintaining close working relationships with the EM Business users and stakeholders.

Coach team members and others. Facilitate continuous improvement and apply the most appropriate delivery methodologies for the EM environment, including agile and lead tools.

Summary

The ITSM role will report to the Lead IT Service Manager and will be accountable for assuring the overall delivery of the Electronic Monitoring IT Service.

The ITSM is accountable and responsible for:

• The Electronic Monitoring IT Service and multi-supplier IT support model.
• Senior stakeholder engagement acting as the owner of the EM IT Service.
• Managing supplier performance against commercial agreements.
• Working in collaboration with colleagues within the EM Directorate, MoJ Digital and other functions across HMPPS/MOJ.
• Building effective working relationships with key stakeholders (e.g. HMCTS, Police, Home Office, CRCs, NPS, EMS Monitoring Centre, prisons and BASS) and partners.
• Accountable for the line management, performance and development of the Deputy IT Service Manager.

The ITSM will be required to represent the LITSM and deal effectively with strategic commissioning partners and providers at Chief Executive, Deputy Director and Senior Manager levels.

The ITSM will use appropriate personal skills and management techniques in order to achieve the required results through and by working with colleagues in MoJ Digital, the contract management structure, and with other stakeholders and suppliers.

The geographical base for the ITSM post is to be agreed, and will require some work in London and other locations. The post does require periodical work out of core hours and the availability to cover on call duties.

Responsibilities,Activities and Duties

The job holder will be required to carry out the following responsibilities, activities and duties:

• Accountable to the LITSM for assuring the Electronic Monitoring IT Service and multi-supplier IT service model.
• To work in partnership with MoJ Digital.
• In liaison with colleagues in MoJ Digital, proactively manage supplier performance against commercial agreements. Managing compliance with the terms and conditions of the Contract and ensuring issues of non-compliance are picked up early and dealt with or appropriately escalated for resolution.
• In liaison with colleagues in MoJ Digital participate in the management of Major Incident and Disaster Scenarios.
• Assuring, alongside MoJ Digital, the response to security compliance breaches and ensuring handoff to the relevant MoJ security bodies.
• Lead the planning and delivery of changes to the IT Service for the business.
• Manage delivery risks and dependencies across the suppliers and authority.
• Responsibility for management of EM IT Service risks, their mitigation and alignment with the EM Business risk register.
• In conjunction with MoJ Digital, to oversee and assure the end to end IT service management Governance processes as delivered by the suppliers.
• Support the regular review, testing and on-going improvement of the integrated BCDR Plan.                                   
• Support the assessment and negotiation of contractual IT Changes takes place and has a distinct operational and/or business input, while protecting the Authority’s interests.
• In liaison with MoJ Digital ensure appropriate levels of assurance in relation to designated contracts, including as required, on-site presence within the service providers’ organisation in order to engage and monitor operations, processes and practice.
• Liaising with Commercial Contract Management to ensure that the necessary advice and support is obtained to inform effective management of the commercial agreements.

Additionally the post holder will assist in the operational transition from the current EM service to the new EM service.  

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.

Behaviours

• Seeing the Big Picture
• Changing and Improving
• Making Effective Decisions
• Communicating and Influencing
• Working Together
• Managing a Quality Service
• Delivering at Pace

Experience

• Experience in IT Service Management with demonstrable capability of managing a large multi-supplier IT Service.
• Contract management and/or commissioning and service development experience and skills at a senior management level.

Technical

• Professional skills relevant to IT service management, commissioning and contract management are required.

Ability

• Ability to function effectively in a challenging environment with a high level of personal resilience.