HQ Job Description (JD)
Band 8
Directorate: Directorate of Community Interventions
Job Description: Service Manager
Document Ref.
HQ-JES-1897 Service Manager v5.0
Document Type
Management
Version
5.0
Classification
Official
Date of Issue
30/08/2019
Status
Baselined
Produced by
Job Evaluation Assurance and Support Team
Authorised by
Reward Team
JD Evidence
HQ-JES-1897 Service Manager v5.0
Job Description
Job Title
Service Manager
Directorate
Directorate of Community Interventions
Band
8
Overview of the job
Accountable to a Senior Contract Manager (SCM) (and the Head of Contract
Management Services Group as required) the Service Manager (SM) is accountable
for supporting the operational management of nominated contracts within the
centralised business owner (CBO) portfolio. This includes performance management
and development, oversight of the interfaces between the suppliers and contract
users e.g., prisons and stakeholder engagement. It is an offender facing role in terms
of working service users to ascertain their views on the services received.
The post holder will contribute to the management of one or more CRC contracts
within a portfolio of 19 contracts with a value of around £16 million p/a and it
involves complex stakeholder and delivery chain relationships. The post holder is
responsible for managing the portfolio of a wide range of products and services, with
varying levels of operational and reputational risks and managing these complex,
innovative contracts.
The geographical base for the SM post can be flexible within their contract
management area, and will require some work in London and other locations,
Summary
The SM will be a key member of their designated contract management team and will
work collaboratively with colleagues within the Directorate and in Commercial,
Finance, Policy and other support functions to assist in the delivery of HMPPS and CMT
objectives.
The SM will work in collaboration with the SCM in relation to contract management,
planning, development, review, exit and input into competition activities. The SM will
co-ordinate performance management and monitor operational delivery, and has
responsibility to provide assurance on the quality and standards of contract delivery.
They will directly manage all aspects of contract delivery on a day to day basis and will
have daily dialogue with providers and business partners.
The SM will take responsibility for reviewing, analysing and monitoring performance
data, quality assurance and data analysis of provider delivery as well as developing
strategies for re competition of proposed new contracts.
The SM will directly seek assurance from stakeholders and will monitor the interface
points between the providers and business users of their designated contracts.
Responsibilities,
The job holder will be required to carry out the following responsibilities, activities
Activities and Duties
and duties:
? Responsible for contract management, planning, development, exit and input
into competition activities, including accountability for performance
management, monitoring improvement plans, delivery assurance and contract
HQ-JES-1897 Service Manager v5.0
compliance activity, providing on site presence within the business and supplier
organisations as required.
? Accountable for monitoring designated contracts, with responsibility to critically
evaluate and report any issues regarding service delivery outcomes and value for
money to the SCM.
? Responsible for identifying service quality, contract compliance and supplier
performance issues and priorities in order to inform contract management and
the wider CMIT.
? Accountable for providing local insight into the operational interfaces between
providers, particularly in relation to operational risk, making independent
judgements about their findings and reporting any issues to the SCM.
? Leading and managing the resolution of operational issues arising between
providers and escalating unresolved issues and formal disputes to the SCM.
? Managing elements of the contract management Governance processes in
relation to designated contracts, including representation and leading supplier
review meetings.
? Accountable for working collaboratively with colleagues in the Operational Audit
team, Commercial Contract Management and other HMPPS/MOJ support
functions to inform the management of designated contracts.
? Accountable for promoting and maintaining effective relationships with providers
and stakeholders.
? Responsible for holding providers to account for their stakeholder engagement
commitments.
? Critically evaluate business demand, needs and priorities in order to inform the
development of contracts within the portfolio.
The duties/responsibilities listed above describe the post as it is at present and is not
intended to be exhaustive. The job holder is expected to accept reasonable
alterations and additional tasks of a similar level that may be necessary. Significant
adjustments may require re-examination under the Job Evaluation Scheme and shall
be discussed in the first instance with the job holder.
Behaviours
? Seeing the big picture
? Working together
? Changing and improving
? Managing a quality service
? Making effective decisions
Strengths
It is advised strengths are chosen locally, recommended 4-8.
Essential Experience
Essential experience required is:-
? Significant knowledge and experience of probation service practice and service
delivery
? Contract management and/or commissioning and service development
experience and skills at a management level.
? Knowledge and understanding of the policy and operational practice in a
community and/or custodial environment.
? Project management experience and skills.
? Practical knowledge and understanding of the challenges involved in assuring
delivery of large complicated commercial contracts.
? Ability to work effectively in a complex change management context.
HQ-JES-1897 Service Manager v5.0
? Experience of working in a comparable operational environment (e.g. within the
criminal justice system or involving delivery of offender/public services),
preferably at management level.
? In depth knowledge and understanding of strategy, policy and practice in relation
to community based and “Through the Gate" .offender services and the skills to
apply these to contract management teams.
? Sound ability to influence and negotiate with stakeholders within a political and
economic environment.
? Experience of assessing and making independent judgements about the
performance of complex services.
? Practical ability to achieve demanding objectives.
? Ability to develop, nurture and foster mature, productive relationships as a
manager with internal and external stakeholders and providers in a complex and
multi-layered delivery landscape.
? Ability to function effectively with a high level of personal resilience.
Technical
No specific qualifications are essential but experience and qualifications relevant to
Requirements
senior management and contract management are desirable.
Ability
Psychometric tests will not be required to assess the ability of post holders.
Minimum Eligibility
? All candidates are subject to security and identity checks prior to taking up post.
? All external candidates are subject to 6 months’ probation. Internal candidates are
subject to probation if they have not already served a probationary period within
HMPPS.
? All staff are required to declare whether they are a member of a group or
organisation which HMPPS consider to be racist.
Hours of Work
(Unsocial Hours)
Allowances
HQ-JES-1897 Service Manager v5.0
Success Profile
Strengths
Behaviours
It is advised strengths
Ability
Experience
Technical
are chosen locally,
recommended 4-8
Seeing the Big Picture
Essential experience required is:-
? Significant knowledge and
experience of probation
service practice and service
delivery
? Contract management and/or
commissioning and service
development experience and
skills at a management level.
? Knowledge and understanding No specific qualifications are essential
Psychometric tests will
of the policy and operational
but experience and qualifications
not be required to assess
practice in a community
relevant to senior management and
the ability of post
and/or custodial environment.
contract management are desirable.
holders.
? Project management
experience and skills.
? Practical knowledge and
understanding of the
challenges involved in assuring
delivery of large complicated
commercial contracts.
? Ability to work effectively in a
complex change management
context.
? Experience of working in a
comparable operational
HQ-JES-1897 Service Manager v5.0
environment (e.g. within the
criminal justice system or
involving delivery of
offender/public services),
preferably at management
level.
? In depth knowledge and
understanding of strategy,
policy and practice in relation
to community based and
“Through the Gate" .offender
services and the skills to apply
these to contract management
teams.
? Sound ability to influence and
negotiate with stakeholders
within a political and economic
environment.
? Experience of assessing and
making independent
judgements about the
performance of complex
services.
? Practical ability to achieve
demanding objectives.
? Ability to develop, nurture and
foster mature, productive
relationships as a manager
with internal and external
stakeholders and providers in
a complex and multi-layered
delivery landscape.
? Ability to function effectively
with a high level of personal
resilience.
Working Together
Changing and Improving
HQ-JES-1897 Service Manager v5.0
Managing a Quality Service
Making Effective Decisions
HQ-JES-1897 Service Manager v5.0