Lead Service Manager

Job summary

Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.

This role offers you the opportunity to join an exciting, fast-paced environment working to deliver ministerial commitments for the benefit of the public. As a Lead Service Manager, you will be a key decision maker, interfacing with Service Architecture & Transition, Service Operations & Programme Portfolio colleagues assuring the delivery of the service/s you are accountable for, liaising with senior internal and 3rd party stakeholders who are involved in some of the most cutting- edge skills and topics within information technology.

You will have a strong background and extensive experience in IT Service Management, using your expertise to direct, advise and support your team. Using your strong knowledge of stakeholder management skills, you will effectively influence change within one of the largest government organisations.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office. While you will be based at a primary office location, there may be a requirement for occasional travel to other office locations. Applicants can raise any queries to the email address at the bottom of the advert.

Watch this short video to hear from members of Home Office Digital talking about the projects they work on and their experience of working here: Working for Home Office Digital.

Job description

As the Lead Service Manager, your main day to day responsibilities will be:

• Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers, promoting a culture of customer satisfaction.
• Identifying appropriate suppliers to deliver services, working with them to agree the approach based on the defined outcomes.
• Effectively engaging with senior stakeholders, to ensure alignment and to manage challenges and escalations from the Service Management teams.
• Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation and having accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services.
• Making decisions regarding cost reductions and opportunities based on supplier financial performance.
• Acting as the main escalation point for the wider Service Management team, invoking the Home Office Digital risk escalation process when required and engaging relevant stakeholders in resolution activities.
• Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.
• Building effective partnerships across the technology organisation to share best practice, demonstrating leadership qualities by mentoring and line managing members of the community, supporting them to perform to their full potential and driving succession planning.

You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. As well as participating and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.

Working pattern

Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available. Like many organisations we need to maintain our services 24/7, therefore, on occasions there may be a requirement to work out of hours.

Person specification

Essential Skills

You’ll have a demonstrable passion for Service Management, with the following skills or extensive experience in:

• The application of Service Management and agile methodologies and models across a range of services within varying environments.
• Applying your expert knowledge of the various communications channels to effectively engage with stakeholders via the appropriate medium, adapting your approach where required.
• Understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be addressed and managed appropriately.
• Acting as the escalation point to directly manage supplier performance against commercial agreements, working with commercial teams to update contracts when required.
• Taking responsibility for service spending, ensuring actual costs are within budget and managing any over/underspend.

SFIA capability framework

Skills for the Information Age (SFIA) version 8 is the technical framework that sets the standard capability and development of all levels in the Home Office. This is a link to the capability framework: All skills A - Z English (sfia-online.org).

We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process.

The essential skills listed above are reflective of the Home Office Government Digital and Data Profession Career Framework (based on the industry standard SFIA framework). Use the SFIA Levels of responsibility to understand what would be expected for each technical skills listed below.

Strategy and Architecture

• Advice and Guidance
  • Specialist Advice (TECH) – level 3
• Strategy and Planning
  • Financial Management (FMIT) – level 4
• Governance, Risk and Compliance
  • Risk Management (BURM) - level 4

Delivery and Operation

• Service Management
  • Service Level Management (SLMO) – level 4

Relationships and Engagement

• Stakeholder Management
  • Supplier Management (SUPP) - level 3
  • Stakeholder Relationship Management (RLMT) – level 4

Technical skills

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

• Specialist Advice (TECH) – level 3
• Financial Management (FMIT) – level 4
• Risk Management (BURM) - level 4
• Service Level Management (SLMO) – level 4
• Supplier Management (SUPP) - level 3
• Stakeholder Relationship Management (RLMT) – level 4

Benefits

Alongside your salary of £62,109, Home Office contributes £17,992 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Why work for us...

Find out more information at: Benefits - Home Office Careers, but some of the primary ones are:

• A Civil Service Pension with employer contribution rates of at least 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service.
• 8 days of public holidays, plus 1 additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.

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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 Experience and Technical skills.

As part of the application process, you will be asked to complete a CV and 1000-word Personal statement:

1. CV – include a brief employment history outlining for each role, the organisation, job title, dates in post, and key responsibilities and achievements. Any recent employment gaps should be explained. A second section should set out the skills and experience most relevant to this role, drawing on your career, training, and other relevant activities without repeating the employment history. Focus on the evidence that best demonstrates your capability to meet the role requirements.
2. Personal statement - this should present a clear and coherent narrative explaining why you are applying, what you would bring to the role, and how your experience meets the essential criteria. Use well‑chosen examples to illustrate your impact, drawing on STAR‑style thinking where helpful, but ensure the statement reads as a single, flowing document rather than a set of isolated responses.

To ensure you are assessed on merit alone, we ask you to anonymise your application. This means removing personal identifiers such as your name, age, and place of education. You do not need to remove your employment history, job titles, or any information about your work.

Watch our three short videos on how to apply for our roles: Applying - Home Office Careers.

Problems during the application process

If you experience problems accessing this advert, or you think you’ve made a mistake on an initial application, please contact hocandidates.grs@cabinetoffice.gov.uk, including the vacancy reference, at least two working days before the vacancy closes. Further information can be found on our website.

Do not create or attempt to submit another application, online test or use a different Civil Service Jobs account to proceed as this would be in violation of the candidate declaration.

Sift Stage

The sift will be held on theCV and Personal Statement. Please read the essential skills for this position carefully. We will only consider those who meet the listed requirements.

In the event of a high number of applications received, an initial sift will be held on the Personal Statement only.

Interview Stage

Candidates reaching the required standard will then be invited to attend an interview. The interview will assess your Technical Skills (SFIA Framework) and experience using technical-based questions.

If you are invited to an interview, you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks. Please see the attached list of Home Office acceptable ID documents.

Sift and Interview dates

The sift will commence from 18 May 2026.

Interviews are expected to take place from 01 June 2026. (Subject to the Panel’s operational requirements/priorities).

Interviews will be conducted remotely via MS Teams.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

Further information

If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application, please reconsider applying as your application is unlikely to be successful.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms directly. If you are doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Similar Roles

Job offers to this post are made based on merit. We often have similar roles available at different grades. If a candidate is suitable for a similar role or a lower grade than they have applied for, we may offer the candidate that role without the need to go through a further selection process providing the role has the same competencies and essential skills.

UK residency and security requirements

For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time. Learn more on our website. Security Checks - Home Office Careers.

Please note that this role requires Security Check (SC) clearance, which would normally need 5 years’ UK residency in the past 5 years.

However, in exceptional circumstances security clearance applications for candidates who have been present in the UK for at least 3 of the last 5 years may be considered. Failure to meet this residency requirement will result in your security clearance application being rejected.

For further information on National Security Vetting please visit the following page Demystifying Vetting - GOV.UK.

Visa Sponsorship

We are unable to sponsor any individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas as we do not hold a UK Visa & Immigration (UKVI) Skilled Worker License.

Capability allowance

This role has access to a Digital Capability-Based Allowance – Recruitment and Retention Allowance (RRA). Applicants who are successful at interview will be invited to complete a Capability and Skills Assessment post-interview. Any allowance awarded will be based on the assessment of your capability against the six skills advertised for this role. Please see the Home Office Digital Recruitment and Retention Allowance Careers page for more information.

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. The pay ranges for this role are £66,229- £72,852. 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.

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

• Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you are deaf, a language service professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

Feedback

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.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 : AC Recruitment
• Email : ACRecruitment@homeoffice.gov.uk

Recruitment team

• Email : HOrecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel that your application has not been treated in accordance with the Civil Service Recruitment Principles. and you wish to make a complaint, then contact the Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.

Attachments

Candidate Information v17 April 2026 Opens in new window (pdf, 207kB)2025-11-01 Pre-employment Checking - Document Requirements (V17) Opens in new window (pdf, 642kB)HO Government Digital and Data Skills Library V1.2 Opens in new window (pdf, 400kB)