Business Improvement Manager

Job summary

Pleasenote: Applicants should review all aspects of this advert to ensure a thorough understanding. If reviewing via a screen reader, please note that the Job summary, Person Specification, Where you will be working and Things you need to know sections have been emphasised.

Join us as Business Improvement Manager and lead the future of business IT Services!

Are you ready to shape the digital transformation of government and make a real difference for thousands of users? We’re seeking an enthusiastic and visionary Business Improvement Manager to lead our Business IT Services (BITS) team at Companies House.

In this pivotal role, you’ll:

• Drive innovation: champion AI and automation, including AgenticAI, to boost efficiency and enhance user experience.
• Lead by example: inspire change, share expertise, and foster a culture of learning and collaboration.
• Shape the future: oversee key products, including ServiceNow, cloud telephony, end-user devices, and Microsoft 365 suite among others, while driving organisational innovation.
• Empower others: promote growth and upskilling, ensuring your team is ready for future challenges.
• Make an impact: deliver continuous improvement and a service-focused mindset across the organisation.

Watch this video to find out more about working in Digital at Companies House

Companies House offers a flexible and welcoming culture that promotes a healthy work life balance as well as a proactive approach to wellbeing that allows us to be our best at work. We recognise that people are the key to our success so offer a fantastic benefits package including flexible working with no core hours, 30 days annual leave, 8 bank holidays and 1 privilege day as well as enrolment into the Civil Service Pension scheme with a contribution rate averaging 28%.

Find out more about what a great place Companies House is to work

lease note:

• Companies House cannot offer Visa sponsorship to candidates through this campaign.
• Security Clearance is an essential requirement for this campaign. You'll need to have been in the UK for at least 3 out of the last 5 years to be eligible to apply for SC.
• The team for this role is based in our Cardiff office, and a hybrid employment contract will be provided as the standard offering. However, remote contracts may be considered as an exception whereby commuting to the office location of your team is not reasonably practicable.

Job description

As a Business Improvement Manager, you will:

• be a change maker: collaborate with talented teams across the organisation to optimise processes, harnessing the power of Artificial Intelligence and automation to drive real transformation. Your ideas will shape how we work and deliver services.
• lead cutting-edge technology: take charge of supporting and maintaining our advanced digital platforms, including M365 Dynamics, SharePoint, Purview, OneDrive, Teams, EntraID, Intune, Defender, and our cloud-based telephony and call recording solutions. You’ll be at the heart of our digital ecosystem, ensuring seamless operations and innovation.
• deliver excellence: play a pivotal role in preventing disruption from incidents, helping IT Services achieve an impressive public availability target of 99.5%. Your expertise will keep our services running smoothly for thousands of users.
• empower colleagues nationwide: oversee the Tech Bar within Crown Way providing hands-on support to internal colleagues and ‘take the Tech Bar on location’ to our regional offices in Edinburgh and Belfast, extending your impact and building relationships across the UK.
• drive automation and service improvement: lead the support and enhancement of our ServiceNow platform, pioneering IT Service and Operational Management solutions. Your leadership in process automation will set new standards for efficiency and service quality.
• champion secure, flexible working: oversee the device team that equips colleagues with the latest hardware - Windows devices, Macbooks, iPhones, and essential peripherals enabling safe and secure work from anywhere.

You’ll help shape the future of flexible working in government!

You can read more about a career in Digital and Data within the Civil Service in the Government Digital and Data Candidate Information Pack.

Person specification

We’re looking for an experienced Service Transition Manager - Government Digital and Data Profession Capability Framework. Successful candidates who are assessed at this level will be offered pay within the FN1 pay range of £53,540 - £57,250pa with an additional allowance of £4,500 - £11,000.

If a successful candidate is assessed to exceed these expectations, and can show skills and capabilities at the Lead Service Transition Manager - Government Digital and Data Profession Capability Framework they will be offered a salary in line with the FN2 pay range of £61,834 - £65,136pa with an additional allowance of £4,500 - £11,000.

The final salary and allowance awarded will be based on an assessment of your skills, capabilities and experience as demonstrated at interview.

We’re looking for an individual who can demonstrate the following skills and experience:

• Leadership and people management: proven ability to lead, manage and motivate teams in a fast-paced support environment, driving high performance and positive outcomes.
• Digital expertise: experience in managing and optimising digital services, including Microsoft 365 and ServiceNow, with a focus on continuous improvement.
• Problem solving and adaptability: skilled at responding to changing demands, maintaining high service standards in dynamic environments such as Tech Bar operations.
• Collaboration and stakeholder engagement: Experience of working effectively with internal users and external suppliers to deliver successful results.
• Service delivery and efficiency: ability to implement cost-effective device management solutions that enhance the end-user experience.
• Building inclusive culture: commitment to developing colleagues and fostering a positive, inclusive team culture.
• Communication skills: ability to explain complex technical concepts in clear, accessible language for a range of audiences.
• Strategic thinking and decision-making: confidence in managing shifting priorities, assessing risks and impacts to achieve the best outcomes.
• Continuous professional development: motivation to keep skills up to date in a rapidly evolving digital landscape.
• Presentation and written skills: strong verbal and written communication skills, with the ability to present information clearly and share knowledge effectively

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Changing and Improving
• Working Together
• Delivering at Pace
• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• A working understanding of the Microsoft 365 suite of applications and ServiceNow, or similar, with the ability to provide high level technical overviews of the component products
• A working understanding of security principles including GDPR and the Data Protection Act
• A working knowledge of Agentic AI, with a focus on using the Microsoft toolset to create Digital Agents

Benefits

Alongside your salary of £53,540, Companies House contributes £15,510 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We believe that our success is driven by the well-being and satisfaction of our team members at all levels of the organisation. At Companies House we’re committed to providing a comprehensive benefits package that goes beyond the ordinary, ensuring your career journey with us is not only fulfilling, but also rewarding. We pride ourselves on offering a quality work-life balance with our employee wellbeing being central to our working practices.

Head to Our benefits - Working for us - Recruitment (companieshouse.gov.uk) to find out more about the fantastic benefits package we have at Companies House.

We celebrate diversity...

As an equal opportunity employer, we celebrate diversity, being committed to ensuring we’re representative of the citizens we serve and creating an inclusive environment. Everyone in Companies House brings something different, and so will you. To fulfil our commitment to recruiting and attracting diverse talent we welcome applications from underrepresented groups. We also welcome applications from Welsh speakers.

We are proud to be a disability confident leader. Our recruitment process is fully inclusive and we can make adjustments as needed through our process. These could include having an interview buddy, extra time at interviews/assessments and receiving interview questions in advance, to name a few.

If you require any reasonable adjustments at application stage, or if you'd like to discuss any person-centred adjustments, please contact us by emailing recruitmentCH@companieshouse.gov.uk.

Read our 'Applying under the Disability Confidence Scheme (DCS)' guide to find out how to successfully complete an application under the Disability Confidence Scheme (DCS).

Where will you be working?

• We are currently using a hybrid approach to the way we work which provides opportunities for you to be adaptable in the way you work so that you can achieve a healthy balance between your work and home life. The degree of choice you have will depend on your role and your day-to-day work activities.
• Your manager will agree regular patterns of attendance with you; however, you may be required to make yourself available to attend the office more frequently when required to meet business needs.

The team for this role is based in our Cardiff office, and a hybrid employment contract will be provided as the standard offering. However, remote contracts may be considered as an exception whereby commuting to the office location of your team is not reasonably practicable.

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, Experience and Technical skills.

What will the process look like?

Stage 1 – Sift

An initial sift of applications will be carried out to create a shortlist. This will be based on the evidence provided for the following Success Profile elements: Experience.

In your application form we’d like you to:

Tell us about your employment history, including key responsibilities and achievements.

Write a CV: tell us about your employment history, including key responsibilities and achievements.

Write a Personal Statement of 1000 words: tell us, using examples, how you meet the following criteria:

• Leadership and people management: proven ability to lead, manage and motivate teams in a fast-paced support environment, driving high performance and positive outcomes.
• Digital expertise: experience in managing and optimising digital services, including Microsoft 365 and ServiceNow, with a focus on continuous improvement.
• Problem solving and adaptability: skilled at responding to changing demands, maintaining high service standards in dynamic environments such as Tech Bar operations.
• Collaboration and stakeholder engagement: Experience of working effectively with internal users and external suppliers to deliver successful results.

We'd encourage you to use the full word count, and to give us clear examples and evidence of the different elements of the essential minimum criteria.

We’re committed to being diverse and inclusive, so please make your application anonymous by removing all identifying personal information (such as your name and age) from your personal statement.

Once the advert has closed, we will sift applications - this involves reading through them all, please bear with us as this can take some time.

We may raise the score required if we receive a high number of applications.

Stage 2 - Interview

Companies House uses a blended interview technique, allowing us to find out more about you. We use the Success Profile framework and at interview we will use Success Profiles assessing the BehavioursandTechnicalskillslisted in the advert, and Strengths.

Successful candidates from the sift stage will be invited to a virtual interview.

There will be an activity as part of the interview - this will be a presentation which will assess the following Behaviour: Communicating and Influencing. The details for this activity will be sent to candidates who are invited to interview after they have booked their interview slot.

The lead criteria to distinguish between tied candidates will be: Leadership.

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

All offers will be made in merit order.

Our recruitment process is underpinned by the principle of recruitment based on fair and open competition with decisions made on the basis of merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.

Key Dates (dates are indicative only and could be subject to change)

• Closing date: 10/02/2026
• Sifting: from 11/02/2026
• Interview: w/c 23/02/2026

Sponsorship

Companies House cannot offer Visa sponsorship to candidates through this campaign. Companies House holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify. Should you apply for this role and require sponsorship, your application may be rejected, and any provisional offers of employment withdrawn.

Security Check (SC) Clearance

Successful candidates must meet the security requirements for Security Check (SC) before they can be appointed. The requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years. Failure to meet the residency requirements will result in your security clearance application being rejected.

Further information on National Security Vetting.

Successful candidates must also pass a Baseline Personnel Security Standard (BPSS) check before they can be appointed.

BPSS is an entry level security check. It uses the Police National Computer (PNC) to make sure a candidate has no convictions. The check returns evidence of any current criminal record and un-spent convictions under the Rehabilitation of Offenders Act 1974.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).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

Further information on nationality requirements (opens in a new window)

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).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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil 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.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Teodora Arnold
• Email : tarnold@companieshouse.gov.uk

Recruitment team

• Email : recruitmentch@companieshouse.gov.uk

Further information

We welcome applications in Welsh / Rydym yn croesawi ceisiadau yn y Gymraeg. Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission’s Recruitment Principles. In accordance with the Civil Service Commissioners’ Recruitment Principles, our recruitment and selection processes are underpinned by the requirement of appointment on the basis of merit by fair and open competition. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact infopoint@companieshouse.gov.uk in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commission .

info@csc.gov.uk

Civil Service Commission, Room G/8, 1 Horse Guards Road SW1A 2HQ