Head of Service Management

At FCDO Services we protect the UKs interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission were on. In our world, it all matters.

Length of Contract: 12 month Fixed Term Contract,

Type of Contract: Part time / 50% job share role (18.5 hours per week)

Salary Details: FTE 59,955 per annum, pro-rata for term of contract.

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, were flexible, efficient and always ready to listen and adapt to the needs of our customers. Now, youve 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 youll 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, youll be focused on developing a high-performing, collaborative and inclusive culture throughout our function while setting clear objectives, expectations and performance standards.

Youll 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, well 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 nations interests

To be a success in this important senior role youll 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 were always looking to improve just like you. Thats why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, youll 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 teams 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 youre successful in your application, well 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 youre welcome and valued. Its what makes us a Disability Confident employer. And why were recognised as a Carer Confident workplace. And its how you know youre joining an inspiring, inclusive organisation.

We are looking for people with:

Qualifications

• ITIL Certification
• Project Management Foundation qualification, or equivalent practical experience.
• ISO/IEC 20000 qualification, or equivalent experience
• Level 5 Leadership and Management qualification, or equivalent leadership qualification / experience.
• Evidence of continuous professional development.
• Strong literacy, numeracy and digital capability

Knowledge

• Service Management disciplines, principles, frameworks, best practice and ITIL Service Management processes.
• Service Management operating models, standards and governance arrangements
• Service performance management, reporting and KPI development.
• Workforce planning, succession planning and organisational resilience.
• Organisational change and transformation.
• Risk, issue and dependency management.
• Operating within complex and geographically dispersed environments.

Experience

• Significant experience leading Service Management teams or functions within a complex operational environment, typically gained through five or more years, and can evidence a significant background in Management, operational leadership, account management or relationship management roles.
• Experience line managing, coaching, capability development techniques and developing high-performing teams.
• Experience embedding Service Management standards, frameworks, processes and ways of working.
• Experience building organisational capability, resilience and professional communities of practice.
• Experience creating and maintaining operational guidance, standards, handbooks and professional practice documentation.
• Experience using performance data, metrics and insight to drive improvement and inform decision-making.
• Experience influencing senior stakeholders and working across organisational boundaries to achieve outcomes.
• Experience leading change, collaboration and continual improvement initiatives.