Role Profile

HQ Job Description (JD)
Band 8
Directorate: Electronic Monitoring
Job Description - Service Manager

Document Ref.
HQ-JES-2340 Service Manager v3.0
Document Type
Management
Version
3.0
Classification
Official
Date of Issue
05/02/21
Status
Baselined
Produced by
Job Evaluation Assurance and Support Team
Authorised by
Reward Team
JD Evidence

HQ-JES-2340 Service Manager v3.0

Job Description
Job Title
Service Manager
Directorate
Electronic Monitoring
Band
8

Overview of the job
Accountable to a Senior Contract Manager (SCM) (and the Head of Contract
Management  as required) the Service Manager (SM) is accountable for the
operational management of nominated contracts  This includes performance
management  and development,  oversight of the interfaces between  the  suppliers
and contract users e.g., courts, prisons, CRC’s/NPS, Home Office  and stakeholder
engagement.
The initial focus of the Service Manager will be on contracts relating to the delivery
of the Electronic Monitoring Service, however  the role will develop and the  post
holder will be required to work across the range of contracts commissioned by
HMPPS.
This post requires a high element  of work outside of core hours due to the
predominance of the service delivery being from 7pm to 7am, the Service Manager
is required to be regularly (at least once per week)  on site or in the  field activity
monitoring the service delivery. In addition there is an on call requirement to deal
with operational issues and information requests as they arise the majority of which
need attention in the evenings, at weekends  and on bank holidays. The rota for on
call is agreed between  the team to ensure business needs are met as well as
fairness.
Summary
The SM will be a key member  of the  contract management  team  and will work
collaboratively with colleagues  within the Directorate and in Commercial, Finance,
Policy, Performance analysis, Legal 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 and input into competition and commissioning
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 and stakeholder engagement  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 current contracts .

The SM will directly seek assurance from stakeholders and will monitor the interface
points between  the providers and business users.

The geographical base for the SM is Manchester, and will require regular work off-
site nationally and out of core hours.
HQ-JES-2340 Service Manager v3.0

Responsibilities,
The job holder will be required to carry out the following responsibilities, activities
Activities and Duties
and duties ('The post-holder may be required to carry out other tasks commensurate
with the nature of the role and grade of the post):
?  Responsible for contract management,  service planning, development and input
into competition activities, including accountability for performance
management,  monitoring improvement  plans, delivery assurance and contract
compliance activity, providing on site presence within the  service provider 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 priori ties in order to inform contract management  and
the wider function.
?  Accountable for providing local insight into the operational interfaces between
providers, particularly in relation to operational risk and public protection,
making independent  judgements  about their findings and reporting any issues
to the SCM. Such insight will come from undertaking a range of compliance
testing including the regular undertaking of shadowing visits outside of core
hours to test the consistency of provider delivery.
?  Leading and managing the resolution of operational issues arising between
providers and escalating unresolved issues and formal disputes to the  SCM, this
includes work outside of core hours to effectively test delivery and ensure a
detailed understanding of iss ues and cause.
?  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
?  Communicating and Influencing
?  Changing and Improving
?  Leadership
?  Making Effective Decisions
?  Managing a Quality Service
HQ-JES-2340 Service Manager v3.0

Strengths
It is advised strengths are chosen locally, recommended 4-8.
Experience
?  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 criminal
justice environment
?  Project management  experience and skills
?  Practical knowledge and understanding of the challenges involved in assuring
delivery of large complicated commercial contracts
?  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 offender management  services and the skills to apply these to the
contract management  process
?  Experience of assessing and making independent judgements  about the
performance of complex services.
Technical

Requirements
Ability
?  Ability to work effectively in a complex change management  context.
?  Sound ability to influence and negotiate  with stakeholders within a political
and economic environment
?  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.

Minimum Eligibility
Please do not alter this  box

?  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
37 hour week
(Unsocial  Hours)
Allowances
Required Hours Allowance - TBC by Recruiting Manager
This role requires regularly working unpredictable and unsocial hours and be on call
to attend their place of work at anytime. A 17% payment will be paid in addition to
your basic pay to recognise this. Unsocial hours are those hours outside 0700 -
1900hrs Monday to Friday and include working evening, nights, weekends and Bank /
Public holidays.

HQ-JES-2340 Service Manager v3.0

Success Profile

Strengths

Behaviours
It is advised strengths
Ability
Experience
Technical
are chosen locally,

recommended  4-8
Seeing the Big Picture

Ability to work
Contract
management
and/or
effectively in a complex
commissioning
and
service
change management
development  experience  and  skills
context
at a management level
Communicating and Influencing

Sound ability to
Knowledge and understanding of

influence and negotiate
the policy and operational practice
with stakeholders within
in a criminal justice environment
a political and economic

environment
Changing and Improving

Practical ability to
Project  management  experience
achieve demanding
and skills
objectives.

Leadership

Ability to develop,
Practical knowledge and

nurture and foster
understanding of the challenges
mature, productive
involved in assuring delivery of
relationships as a
large complicated commercial
manager with internal
contracts
and external

stakeholders and
providers in a complex
and multi-layered
delivery landscape.
Making Effective Decisions

Ability to function
Experience of working in a

effectively with a high
comparable operational
level of personal
environment (e.g.  within the
resilience.
criminal justice system or involving

delivery of offender/public
services), preferably at
management  level
HQ-JES-2340 Service Manager v3.0

Managing a Quality Service

In depth  knowledge and

understanding of Strategy, Policy
and practice in relation to offender

management  services and the skills
to apply these to the contract

management  process
Choose  an item.

Experience of assessing and making
independent  judgements about the
performance of complex services.
HQ-JES-2340 Service Manager v3.0