Senior Operational Relationship Manager

Job summary

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

Home Office Digital (HOD) 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.

You will develop relationships with the Police Forces and other Law Enforcement Agencies to ensure high quality service provision and support the Lead Business Relationship Manager in delivering new services and engagement with other Programmes.

This role sits within the National Law Enforcement Data Portfolio, Service Management Team supporting CNI Police systems and enabling services such as the Law Enforcement Cloud Platform. This is an exciting time to join the team as we look to take on responsibility for Cloud hosted services.

Job description

As a Senior Operational Business Relationship Manager within HOD, you will act as a conduit between customers and HOD teams, capturing and responding to customer issues and queries.

You will be responsible for managing the development, maintenance and review Service Level Agreements (SLAs) for services provided to customers, and ensuring any service issues are investigated.

You will work closely with your team and others such as the Service Managers, ensuring services are delivered to customers in line with SLAs.

As Senior Operational Business Relationship Manager you will ensure representation at Police meetings, providing advice and guidance on service-related matters and communication of relevant information.

Key responsibilities

• Leading and managing Business Relationship Managers and the Microfiche Team, ensuring appropriate Service Level Agreements (SLAs) that underpin the delivery of services are established and reflect customer needs.
• Engaging and building relationships with Home Office, Police and other customers, ensuring customer issues and queries are addressed and helping to articulate service requirements.
• Regularly engaging and communicating with customers.
• Building and maintaining relationships with other HO Digital teams and suppliers, ensuring all stakeholders are collectively focused on driving and maintaining service performance as per agreed SLAs.
• Ensuring meetings with customers are managed effectively, with meeting outcomes documented and shared.
• Understanding the schedule of planned and inflight projects / changes, having a clear view of upcoming changes across the Home Office estate and the potential impact on services.

The successful candidate will need to be adaptable and willing to work flexibly across the wider team as required, performing additional duties reasonably expected within the scope of the grade.

Location

Please be aware the location for this role is currently Hendon Data Centre but will be re-locating to a new site within a 10mile radius, there is no further information available but the candidate will be expected to work from the new site when the move takes place.

Line Management

You will manage a team, providing timely feedback, leadership and help in developing their capability and career, supporting and empowering staff to achieve their best potential, aspiring to make HOD an inclusive, enjoyable, and diverse team to work within whilst facilitating development as an individual.

Travel

Travel to other work locations may be required on an ad hoc basis. All related costs will be reimbursed in line with Home Office policy.

Working Pattern

Due to the business requirements of this role, it is only available on a full-time basis.

Person specification

Essential Criteria

• Strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally, engaging effectively with customers.
• Deeply customer-focused with a strong sense of ownership and drive to follow tasks through to completion.
• Excellent analytical and problem-solving skills.
• Developing and reporting on SLAs.
• Technology-literate with a general understanding of the latest technologies, systems and processes.

Technical Skills

The skills listed above are reflective of the Home Office HOD Profession Skills and Competency Model (based on the industry standard SFIA8 framework -SFIA 8 — English. Please see below for the relevant skills required for your role:

Strategy and Architecture

• Advice and Guidance
  • Specialist Advice (TECH) – level 2
• Business strategy and planning
  • Business Risk Management (BURM) – level 3

Delivery and Operation

• Service Design
  • Service Level Management (SLMO) – level 3

Skills and Quality

• Quality and Conformance
  • Measurement (MEAS) – level 3

Relationships and Engagement

• Stakeholder Management
  • Relationship Management (RLMT) – level 4
  • Customer Service Support (CSMG) – level 3

Desirable Criteria

• Experience of adhering to ITIL v3 / v4 service management processes and procedures.
• Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.

Behaviours

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

• Making Effective Decisions
• Developing Self and Others
• Working Together

Technical skills

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

• Specialist Advice (TECH) – level 2
• Business Risk Management (BURM) – level 3
• Service Level Management (SLMO) – level 3
• Measurement (MEAS) – level 3
• Relationship Management (RLMT) – level 4
• Customer Service Support (CSMG) – level 3

Benefits

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 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 to 30 days.
• Eight days of public holidays, plus one 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.

• This role has access to a Digital Capability-Based Allowance – Recruitment and Retention Allowance. 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 Digital Recruitment Retention Allowance (RRA) - Home Office Careers page for more information.

• The allowance values are set by the Home Office, subject to remaining in a qualifying role. This allowance is non-contractual, subject to an annual review and could be withdrawn at any time.
• 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.
• See more of our benefits on our careers website.

Sign-up on our website to receive emails with information about careers at the Home Office

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 gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.

As part of the application process, you will first be asked to confirm your eligibility by providing some basic personal information.

After submission of this first stage, you will be invited to complete the following Civil Service Management JudgementTest.

1. Online Test – by 17th March 2026

If you successfully pass the Civil Service Management JudgementTest, you will be invited to complete the full application form. Please complete the online test as soon as possible (within 24-48 hours is recommended). If you fail to complete the online test or full application before the deadline, your application will be withdrawn.

Guidance for the Civil Service test will be available when you are invited to take the test. The online tests are accessed via the Civil Service Jobs website.

There will be maintenance for online tests the 8th March 2026. This means you will be unable to access the online tests between 4pm and 7pm on the 8 March 2026. Your progress will be saved, and you will be able to continue once the tests are available again.

You cannot complete the tests on a mobile phone or tablet.

Following successful completion of your test, you will then be asked to complete the full application form.

2. Application – by 17th March 2026

As part of the application process, you will be asked to complete:

• CV
• Personal Statement (maximum 1000 words).
• Evidence of the Behaviours Making Effective Decisions, Developing Self and Others, and Working Together (maximum of 250 words per Behaviour).

Your CV should consist of your career history and skills/experience, including any key achievements in each role. Your CV will be scored against the experience required for the role as noted within the essential criteria.

The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria, detailed in the job description.

For guidance and information on how to construct your application (CV, Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website.

3. Sift – week commencing 19th March 2026

The sift will be held on the CV, Personal Statement and the Behaviours Making Effective Decisions, Developing Self and Others, and Working Together.

Should a high volume of applications be received, an initial sift will be conducted on the Personal Statement. Candidates who pass the initial sift will then be progressed to a full sift that will consist of all the remaining elements submitted (CV and the Behaviours Making Effective Decisions, Developing Self and Others, and Working Together.). Candidates who fail to meet the minimum pass score for the initial sift will not have their remaining submitted elements scored and will only receive a sift score for that assessed at the initial sift.

4. Interview – week commencing 13th April 2026

If you are successful at sift stage, you will be invited to an interview that will be Technical Skills based questions.

The interview will take place on MS Teams.

For guidance on the Technical skills, please refer to the SFIA8 Framework levels of responsibility.

For guidance and information on what to expect and how to prepare for an interview, you are encouraged to visit Civil Service Careers.

Further Information

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.

Reserve List

A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is no guarantee that being held on a reserve list will lead to a job offer. Further information can be found on our website.

Candidates judged to be a near miss at interview may be offered a post at the grade below the one advertised without the need to go through a further selection process, providing the role has the same Success Profiles elements and essential skills. There is no guarantee that further such vacancies will arise.

Standards

All Civil Servants are expected to comply with the Civil Service Code, and its core values of integrity, honesty, objectivity and impartiality.

Additional Security Checks

As well as successfully obtaining UK Security Vetting clearance, candidates will be subject to a range of additional checks. The range of checks carried out will depend on whether you are a current Home Office employee, existing civil servant or an external new entrant as well as the role requirements. The level of Criminal Record Check required for this role is Basic. Further details are included in the Notes to Candidates.

Non-Police Personnel Vetting (NPPV)

You should currently hold, or be willing to obtain, Non-Police Personnel Vetting (NPPV) Level-3 vetting (including financial checks). This is essential for the role. For further information visit About the Police National Vetting Service , Warwickshire Police.

Formal offers of employment will not be made until successful candidates have obtained both NSV clearance and NPPV3 clearance.

For existing Civil Servants: Please note that failure to obtain NPPV3 Clearance may trigger a formal review of your National Security Vetting Clearance (NSV). Depending on the nature of the information identified, this could result in your NSV being revoked.

Further Information

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Serviceon your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct.

If you will be 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.

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're 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 : Home Office Resourcing Centre
• Email : HORCCampaignTeamHSGPSGandMBG@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_v16_January_2026 Opens in new window (pdf, 429kB)2025-11-17 Pre-employment Checking - Document Requirements (V17) Opens in new window (pdf, 231kB)