Head of Supplier & Service Management (Ref: 22856)

Job summary

This position is based Nationally

Job description

Role: Head of Supplier & Service Management

Business: Office of Public Guardian (OPG)

Location: National

Grade: 7

Salary: National: £58,511 - £65,329 / London: £63,343 - £70,725

Contract Type: Permanent

Minimum Hours: 21 Hours per week

Organisational Overview

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Team Overview

The role will be situated in the Business Design, Development & Delivery (BD3) team within the Operational Directorate. The BD3 team covers a wide range of change-related activities including continuous improvement projects for operational teams, implementation of policy and digital changes, and involvement in OPG’s larger transformational projects. The small systems (User Defined Applications or UDAs – non-Sirius operational software) development, maintenance and improvement work is also situated within BD3. This role Will be a new role in the team.

Duties and Responsibilities

As Head of Supplier and Service Management, you will lead OPG's approach to operational management of key supplier-delivered services, with responsibility for supplier performance, service assurance and service management. You will be responsible for ensuring that key strategic suppliers deliver the outcomes, service levels and performance standards agreed through contractual arrangements, and that services continue to meet the needs of OPG and its customers.

Key suppliers/contracts you will be managing include:

• Scanning
• Remote print and post
• Telephony

Working closely with Commercial, Technology, Operational and Delivery colleagues, you will establish robust operational supplier governance, performance management and service assurance arrangements, ensuring suppliers are held accountable for delivery against contractual commitments.

You will also provide leadership for OPG’s internal IT service management activities through direct line management of the SEO ITIL Service Manager, ensuring services are well governed, continuously improved and aligned to organisational needs.

Responsibilities will include, but not be limited to:

Operational Contract and Supplier Management

• Act as the senior business owner for supplier performance and service delivery management across a portfolio of digital and technology contracts.
• Establish and lead effective operational supplier governance arrangements, including supplier performance management, service review boards and clear escalation processes.
• Ensure suppliers deliver contracted services in accordance with agreed KPIs, SLAs and contractual obligations.
• Validate supplier performance information, using data and evidence to identify performance issues, trends and areas requiring improvement.
• Hold suppliers operationally accountable for underperformance and agree and oversee service improvement plans where contractual expectations are not being met.
• Lead strategic supplier relationship management activities, developing constructive relationships that support effective service delivery while providing robust challenge on operational performance.
• Oversee operational compliance with contractual service requirements, risk management and assurance activities.
• Work collaboratively with commercial and procurement colleagues on contract variations, extensions, renewals and procurements.
• Ensure contractual issues, risks and disputes are identified and managed appropriately, including escalation to Commercial where required.
• Develop supplier performance dashboards and executive reporting for senior governance forums.
• Identify and drive opportunities for continuous improvement, innovation, operational efficiency and improved value for money across supplier-delivered services.

Service Management Leadership

• Provide leadership and strategic direction for IT service management capabilities across OPG.
• Line manage and develop the SEO ITIL Service Manager.
• Ensure effective management of incidents, problems, changes, service requests and service performance.
• Drive continual service improvement initiatives across live services.
• Ensure services are aligned with government and organisational service management standards.
• Support service transition activities for new and changing digital services, ensuring operational requirements, supplier responsibilities and support arrangements are clearly understood before transition into live service.

Leadership and Stakeholder Engagement

• Build effective relationships with senior stakeholders across OPG, MoJ and supplier organisations.
• Provide expert advice on operational contract management, supplier performance, service assurance and service management.
• Lead multidisciplinary discussions to resolve complex supplier performance, service delivery and operational issues, escalating commercial or contractual matters to Commercial as appropriate.
• Contribute to strategic planning and decision-making relating to supplier-delivered services.
• Champion a culture of accountability, transparency, collaboration and continuous improvement.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.

Occasional travel to OPG sites in Birmingham and Nottingham will also be required.

The role holder will line manage the ITIL Service Manager for OPG.

Skills & Qualifications

Essential Skills

• Proven ability to manage complex supplier relationships and service contracts, supported by substantial relevant experience. (Lead criterion)
• Experience of operational contract management and supplier performance management, including holding suppliers to account for delivery against contractual commitments, performance targets and service levels.
• Strong understanding of contract management, supplier relationship management and commercial governance.
• Experience of managing supplier performance through KPIs, SLAs, service reviews and improvement plans.
• Excellent stakeholder engagement and influencing skills, including experience working with senior leaders and external suppliers.
• Experience managing operational risks and resolving complex service delivery issues.
• Experience leading and developing teams and individuals.
• Strong analytical skills with the ability to interpret performance data and use evidence to drive decision-making.

Desirable Skills

The below criteria are desirable only. These will not be assessed throughout the recruitment process but will be used in the event of tied scores between candidates.

• Professional qualification in contract management, procurement or commercial management (e.g. CIPS, WorldCC, Government Contract Management Capability Programme accreditation or equivalent).
• ITIL Foundation or higher qualification.
• Experience of Digital, Data and Technology services.
• Experience of working within central government or the wider public sector.
• Knowledge of Government Commercial Function standards and best practice.

Application process

This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application:

• A CV detailing your career history. CV’s will be assessed against the essential and desirable skills above.

• Statement of Suitability of no more than 1,000 words, to demonstrate your experience against the essential and desirable skills required for this role.

Should a large number of applications be received, an initial sift will be conducted on the following lead essential criteria: -

• Proven ability to manage complex supplier relationships and service contracts, supported by substantial relevant experience. (Lead criterion)

Interview Process

If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:

• Strengths relevant to the role
• The following Behaviours at Grade 7:-
  
  
• Communicating and Influencing (Grade 7)
• Seeing the Big Picture (Grade 7)
• Working Together (Grade 7)
  
  
• Experience - A 5-minute presentation detailing how you have successfully managed suppliers in your current or former role (further detail on the presentation will be circulated to candidates prior to interviews commencing)

All interviews will be held remotely via MS Teams.

Feedback will only be provided if you attend an interview.

Reasonable Adjustments

At OPG we consider all applications on the basis of merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.

For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert

If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available

Person specification

Please refer to Job Description

Behaviours

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

• Communicating and Influencing
• Seeing the Big Picture
• Working Together

Benefits

Alongside your salary of £58,511, Office of the Public Guardian contributes £16,950 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).

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

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 and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

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

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.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 : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

https://jobs.justice.gov.uk/careers/JobDetail/22856?entityId=22856