Head of IT Service Management - IT Operations

Job summary

Enterprise Services provides and manages the enterprise IT capabilities that support the NCA and its partners in delivering operational outcomes across the Serious and Organised Crime (SOC) system. Operating 24 hours a day, 7 days a week, all year round, the team ensures services are reliable, resilient, and available when they are needed most.

Working in partnership with suppliers, Enterprise Services maintains a strong focus on delivering cost-effective, high-quality services that meet current organisational needs while supporting ongoing transformation. The team leads the introduction of new services into live operation, ensuring they are implemented smoothly and deliver tangible value across the estate.

Enterprise Services plays a critical role in managing and driving the supply chain, enabling the NCA to remain agile and responsive, while building and sustaining a future-ready technology environment.

The Head of IT Service Management – IT Operations is a senior leadership role responsible for defining and delivering the organisation’s IT service management strategy, ensuring processes are effectively governed, owned, and continuously improved. The role leads a high-performing team to deliver secure, reliable, and customer-focused IT services in a 24/7 operational environment, while acting as a key escalation point and trusted advisor to senior stakeholders. It holds accountability for service performance, availability, and security, as well as the successful transition of new services into live operation. Working closely with suppliers, the role ensures high-quality service delivery, strong performance management, and value for money within agreed budgets.

Job description

Are you ready to shape how IT services operate within a complex, fast‑paced environment? This is an excellent opportunity to join the National Crime Agency (NCA) at a key point in its technology evolution. You will be part of a passionate team that is building strong momentum around modern ways of working, balancing the demands of a critical legacy estate while adopting product and platform approaches that leverage cloud‑native capabilities to support the Agency’s mission.The environment is demanding and challenging but highly rewarding, offering a genuine opportunity to play a pivotal role in sustaining this pace of change and delivering the IT Service Management strategy. As a senior leader within the Digital, Data and Technology Enterprise Services function, you will ensure the large and diverse technology landscape operates reliably every day (24/7/365), while driving continuous improvement in how services are managed and delivered. This role is about maintaining stability while enabling progress, ensuring that change is delivered without compromising service performance.You will lead a team, work closely with internal colleagues and external partners, and have accountability spanning service desk operations, corporate IT services, incident and problem management, change control, service performance, and supplier management. This is a leadership role that requires you to set clear direction, support and develop your people, and ensure that services are delivered in a way that meets the needs of the organisation.

Person specification

Leadership - Accountable for setting and delivering the strategic direction for IT Service Management, ensuring it supports business objectives and drives operational excellence. Responsible for embedding and championing ITIL-aligned best practices, leading the continuous improvement, governance, and optimisation of service management processes to enhance service quality and user experience. Provide leadership and direction to the service management function, developing and sustaining a high-performing team with the appropriate skills, capacity, and culture to deliver resilient, customer-focused services at scale.

Service Delivery & Operational Excellence - Responsible for ensuring the effective delivery of IT services in a 24/7 operational environment, maintaining a strong focus on end user experience and alignment to business outcomes. Maintain oversight of service availability, performance, and security, ensuring systems are resilient, up to date, and fit for purpose. Act as the senior escalation point for critical service issues and major incidents, providing decisive leadership to minimise disruption and restore services in line with agreed service levels.

Lead organisational changes - Responsible for driving increased digital take up across the organisation, embedding agile ways of working while effectively managing legacy technologies alongside modern platforms and products. Working in a multi-supplier landscape, ensuring work is allocated appropriately across the supply chain including to the right internal teams or external partners to maximise value, increase accountability and performance across the entire supply chain. Oversee the successful introduction of new functionality without compromising the stability, performance, or integrity of existing services whilst keeping that important focus on customers and end users.

Stakeholder & Supplier Management - Responsible for representing the IT Service Management function at a senior level across the organisation, providing leadership and clear direction on service delivery and operational performance. Build and maintain strong relationships with business stakeholders, acting as a trusted advisor to ensure services align with organisational needs and priorities. Manage relationships with third-party suppliers and service providers, ensuring the consistent delivery of high-quality, reliable services. Monitor and drive supplier performance against agreed service levels and contractual obligations, while maintaining oversight of financial performance to ensure services are delivered within budget, balancing cost efficiency with quality and outcomes.

Lead, coach, and develop the IT Operations teams - Responsible for leading, coaching, and developing the IT Operations team to achieve high performance and a culture of continuous improvement. Drive capability development and digital adoption, fostering a customer-centric mindset that balances agility with the effective management of legacy environments. Enable the team to embrace modern ways of working while maintaining operational excellence, resilience, and a strong focus on delivering value to the business and end users.

Person Specification

Leadership - Proven ability to set and deliver IT Service Management strategy aligned to business objectives, championing ITIL best practice and driving continuous improvement. A highly engaging, service-driven leader with experience in coaching and developing high-performing teams to deliver resilient, customer-focused services at scale.

Service Delivery & Operational Excellence - Strong track record in delivering reliable, secure IT services within a 24/7 environment, with accountability for service availability, performance, and major incident management. Skilled in balancing legacy and modern platforms while driving service maturity, stability and to meet end user focused outcomes.

Stakeholder & Supplier Management - Demonstrated experience operating at a senior level, building trusted relationships with stakeholders and managing complex multi-supplier ecosystems. Effective in driving supplier performance, ensuring value for money, and aligning service delivery with organisational priorities.

Essential Criteria

You must meet the essential criteria and evidence this within your application to be considered for the role.Entry Requirements

Candidates will be required to evidence the below essential criteria on their CV at application stage.

We will be assessing previous experience and how it demonstrates candidates’ ability to manage IT services across the full lifecycle, from design and transition through to live operation and continuous improvement. This includes evidence of involvement in key service management disciplines such as incident, change, and service management, as well as their understanding and application of best practice frameworks (e.g. ITIL). We will be looking for clear examples of the impact the candidate have delivered, along with their ability to work effectively with teams, stakeholders, and suppliers to ensure reliable, high-quality services.

Please ensure your CV consists of no more than two pages, using a minimum font size of 11. Please note that only the first two pages of your CV will be reviewed; any additional pages will not be considered.

In the event of a high number of applications, we may operate a longlist. Applicants must successfully meet the CV requirements and achieve the minimum pass mark on their CV to progress to the full sift stage, where the additional experience criteria will be assessed via the Statement of Suitability.

Qualifications, Membership and LicencesITIL 4 Foundation qualification Any applications from candidates not meeting this eligibility criteria will not progress.

Qualifications

ITIL 4 Foundation qualification

Behaviours

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

• Leadership
• Changing and Improving
• Managing a Quality Service

Technical skills

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

• Continuous Improvement

Benefits

Alongside your salary of £82,317, National Crime Agency contributes £23,847 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• All NCA employees are members of the UK Civil Service and eligible for the Civil Service pension scheme, alongside your salary the NCA contributes £23,847. Further information on the benefits of the scheme is available on the Civil Service Pension Website.

  New entrants to the NCA receive 26 days annual leave, rising to 31 on completion of 5 years continuous service, plus 8 bank holidays.

  If qualifying criteria is met new joiners from UK Police Forces or the UK Intelligence Community (UKIC) will have service with those employers taken into account for continuous service purposes for annual leave entitlement only, this will be up to a maximum of 31 days leave (including 1 privilege day).

  Other benefits include:

  • Flexible working, including flexi-time, compressed hours and job sharing (in line with business requirements)
  • Family friendly policies, notably above the statutory minimum
  • Learning and Development opportunities
  • Interest free loans and advances, including season tickets, childcare and rental deposits
  • Housing schemes - Key Worker status
  • Discounts and Savings with a wide variety of services including Cycle to Work, Smart Tech schemes, dental insurance, gym discounts and savings on everyday spending, available through the Reward Gateway , Edenred and Blue Light Card schemes.
  • Staff support groups/networks
  • Sports and social activities, including membership to the Civil Service Sports Council (CSSC)

  Further information is available on the NCA Website.

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, Experience and Technical skills.This vacancy is using the Success Profiles framework and will assess using the following criteria: Behaviours, Experience, Technical Skills 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 for more information on appropriate and inappropriate use.

How we will assess you

Your application will be assessed against the following:Experience - This will be assessed:

CV

Please include your full career history, training, qualifications, key responsibilities, and achievements. Explain any employment gaps in the last two years. Ensure all accreditation dates are accurate.

Details of what is expected within your CV are as follows: We will be assessing previous experience and how it demonstrates candidates’ ability to manage IT services across the full lifecycle, from design and transition through to live operation and continuous improvement. This includes evidence of involvement in key service management disciplines such as incident, change, and service management, as well as their understanding and application of best practice frameworks (e.g. ITIL). We will be looking for clear examples of the impact the candidate have delivered, along with their ability to work effectively with teams, stakeholders, and suppliers to ensure reliable, high-quality services.

Please ensure your CV consists of no more than two pages, using a minimum font size of 11. Please note that only the first two pages of your CV will be reviewed; any additional pages will not be considered.

In the event of a high number of applications, we may operate a longlist. Applicants must successfully meet the CV requirements and achieve the minimum pass mark on their CV to progress to the full sift stage, where the additional experience criteria will be assessed via the Statement of Suitability.

Statement of Suitability

Please provide a 1000 word personal statement demonstrating how you meet the criteria below:

The Personal Statement should outline your broader skills and experience relevant to the role, demonstrating how you meet the criteria listed below.

1. Experience of managing services delivered by both internal teams and external suppliers or partners.

2. Experience in product-led and agile environments, alongside service management aligned with ITIL principles, with a strong focus on customer-centric approaches and continuous improvement.

A panel will assess how well your application demonstrates the requirements outlined above.

You will receive an acknowledgement once your application is submitted.

We aim to have sift completed and scores released within 10 working days of the closing date of the advert. For high volume campaigns this timeframe may be extended.

Scores will be provided but further feedback will not be available at this stage.

For guidance on the application process, visit:
NCA Applying and Onboarding

Assessment 1

The format of this assessment will be a presentation followed by questions from the panel which will be tested on via the details listed below.

You will be required to deliver a presentation assessing the technical skill of Problem Management, aligned to ITIL practices, demonstrating how you have applied this in a real example.

Candidates will be assessed on their ability to apply problem management practices in a service environment, including identifying and analysing root causes of recurring incidents, using data and trend analysis to drive improvements, and working collaboratively to implement long-term solutions.

Candidates successful at application sift will receive the presentation topic in advance. The presentation should be no longer than 10 minutes.

Candidates who pass this stage will be invited to attend a second-stage interview at a later date, where they will be assessed against the remaining criteria outlined in this advert.

If you are successful you will be invited to the second assessment.

Assessment 2

The format of this assessment will be Interview which will be tested on the criteria listed in the Success Profiles at Assessment section.

Success Profiles at Assessment

Behaviours

• Leadership

• Changing and Improving

• Managing a Quality Service

Technical

• Continuous improvement

Assessment Outcome

Outcomes will be communicated via the NCA recruitment portal.
If successful but no role is immediately available, you may be placed on a reserve list for 12 months.
Reserve lists can be used to fill similar role types across the Agency where the assessment criteria is considered a match by the recruitment team and the business area.

In the event of a tie at the assessment stage, available roles will be offered in merit order using the following order:

1. Lead criteria (behaviours/technical/experience)
2. If still tied, desirable criteria will be assessed (if advertised)
3. If still tied, application sift scores will be used

Feedback is provided only to those who attend an assessment.You will be subject to vetting and pre-employment checks before appointment.Once the vacancy closes, the advert will no longer be accessible. Please save a copy for your records. We encourage all candidates to visit the NCA Careers Page for more information.

Vetting requirements - SC Enhanced

Prior to commencing the role, you will need to successfully complete SC Enhanced clearance and then achieve both DV Enhanced and DV STRAP clearance within the first 12 months in post. The requirement for SC clearance is to have been present in the UK for at least 3 of the last 5 years.The requirement for DV Enhanced clearance is to have been present in the UK for at least 7 of the last 10 years.To obtain DV STRAP you must be willing to undergo STRAP induction and must hold full UK nationality or dual nationality, where one component is British. Applications will be considered on a case by case basis.Failure to meet the residency requirements will result in your security clearance application being rejected.If the increased clearance cannot be obtained you will be moved to a role appropriate to your clearance level achieved on entry. For further information on National Security Vetting checks please visit the following page Demystifying VettingIndividuals will be required to undertake and pass a substance misuse test as part of pre-employment checks.

Occupational Health

Successful candidates will be expected to undertake an occupational health assessment. Depending on the role an in-person medical may be required in either London or Warrington. Unfortunately, travel costs will not be reimbursed.

Things you need to know

Multi Location

Where multiple locations are advertised, appointments will be made in merit order for each location.

Please indicate up to three location preferences clearly. Only your first three preferences will be considered. You may be allocated to any of the locations you select. If you decline an offer for a location you have selected as a preference, a further offer may not be made.

If you choose to reject an offer and no alternative preferred location can be offered, you will not be able to return to the process or be placed on a reserve list.

Only the advertised locations are available; any additional notes added to the application will not be taken into account.

Near Miss

If you meet the criteria for a lower grade, you may be offered that role if not appointable at the advertised grade.

Conversely, if found appointable at a higher grade but no posts are available, you may be offered a lower-grade role.

All offers are made based on merit.

Hybrid Working

The NCA supports hybrid working. The extent of remote working will depend on the role and can be discussed at the offer stage.

Reasonable Adjustments

We’re proud to be a Disability Confident Leader and an inclusive, equal opportunities employer.

We’re committed to creating a workplace where everyone can be their authentic self. If you’re neurodiverse, have a disability, or live with a long-term health condition, we encourage you to let us know about any reasonable adjustments you may need during the recruitment process.

If you experience accessibility issues with the advert or require reasonable adjustments, please contact our Recruitment Team at Central.Recruitment@nca.gov.uk before the advert closing date.

Please ensure you complete the ‘Equal opportunities’ and 'Reasonable Adjustments' sections in the application form to inform us on what support you may need in the recruitment process.

For more on our Disability Confident commitment, visit Disability Confident Scheme , Civil Service Careers.

Visit NCA Benefits and Support for more details.

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

Security

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

Open to UK nationals only.

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.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 : Central Recruitment Team
• Email : central.recruitment@nca.gov.uk
• Telephone : central.recruitment@nca.gov.uk

Recruitment team

• Email : central.recruitment@nca.gov.uk

Further information

If you believe your application has not been treated fairly, email: Central.Recruitment@nca.gov.uk (quoting the vacancy reference).
If unresolved, you may escalate your complaint to the Civil Service Commission.

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