Lead Service Manager
| Posting date: | 24 September 2025 |
|---|---|
| Salary: | £64,300 to £70,730 per year |
| Additional salary information: | New entrants to the Civil Service will start their role on the salary band minimum: £64,300 for London Roles. You may be eligible for an additional pensionable RRA allowance, pending a Capability and Skills assessment, with a value of up to £11,300. |
| Hours: | Full time |
| Closing date: | 07 October 2025 |
| Location: | Hendon |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 429328/1 |
Summary
As Lead Service Manager, you will ensure that customer needs remain central to decision-making. You will collaborate with policing stakeholders, colleagues across Enterprise Services, and wider teams to ensure services are delivered to the highest standards and in line with agreed SLAs.
You will be responsible for identifying and managing risks associated with these services, holding both internal and external suppliers accountable for mitigating and resolving issues. You will also manage the service budget, ensuring accurate and timely forecasting, and maintaining financial control. In addition, you will work alongside other Lead Service Managers, supporting their services and contributing to a collaborative and high-performing service management function.
We’re recruiting Digital, Data and Tech professionals to join the Home Office, working in a wide range of roles. Click this link to find out more - UK Home Office Careers
As a Lead Service Manager, you will have a strong background and extensive experience in IT Service Management. You will enjoy working in a fast-paced environment and use your expertise to direct, advise and support your team to deliver high-quality services. Using your strong knowledge of Service Management and stakeholder management skills, you will effectively influence change within one of the largest government organisations.
Your main day to day responsibilities will be:
- Ensuring customers consistently receive the highest level of service from both Enterprise Services teams and managed suppliers.
- Identifying and engaging the most suitable internal and external suppliers to deliver services, collaborating with them to agree on approaches aligned with defined outcomes.
- Effectively engaging with senior stakeholders—both internal and external—to maintain alignment and manage challenges and escalations raised by Service Management teams.
- Taking accountability for initiatives that drive continuous improvement across customer services, while safeguarding the integrity of existing services.
- Making informed decisions on cost-saving opportunities based on supplier financial performance, and managing suppliers to deliver in line with expectations.
- Acting as the primary escalation point for the wider Service Management team, invoking the DDaT risk escalation process when necessary and involving relevant stakeholders in resolution activities.
- Proactively identifying, managing, and escalating service-related risks in an appropriate and timely manner.
Due to the requirements of the role, the successful candidates will be required to work full-time (37 hours per week).
Hybrid Working
DDaT is geographically spread across multiple locations with most staff working in line with the Department’s hybrid working arrangements (a minimum of 60% of time in an office location, with the remainder working from home). The successful candidate will be based at Hendon and there may be a requirement for occasional travel to other locations.
Recruitment and Allowance
The advertised role is part of the Home Office Government Digital and Data Profession. This role has access to a Recruitment Retention Allowance. This is assessed at interview stage. Any allowance awarded will be based on the assessment of your capability against the six skills advertised for this role. Please see the attached candidate pack for more information.
The allowance values are set by the Home Office, subject to remaining in a qualifying role, and are pensionable. This allowance is non-contractual, subject to an annual review and could be withdrawn at any time.
For both new entrants and existing civil servants, the total compensation offer is a combination of base salary and, if applicable, a capability-based allowance. New entrants to the Civil Service will start on the pay range minimum. For existing civil servants, our policies on level transfer and promotion will apply
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