Live Service Manager

Job summary

We are MHCLG

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people's lives.Whether it's through the homes we live in, the work of our local councils, or the communities we're all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you're thinking of joining us, there's never been a more exciting time.

We’re looking for two experienced Live Services Managers to join our Digital Connect and Analytical Data-as-a-Service teams.

The Digital Connect role is focused on Managing Local Conversations (MLC) / Risk & Reporting Platform (RRP) and will lead the operation and continuous improvement of Digital Connect’s live services. The team builds and runs digital tools that support how the department manages relationships, risk and assurance. This role is accountable for ensuring our live services are reliable, well governed and user centred, while shaping how service management works across the teams. You’ll work closely with the Service Owner, Product Managers and Delivery managers, technical teams and central live services colleagues to provide assurance, manage risk and drive improvements at scale

The second role will lead our Analytical Data-as-a-Service desk (ADaaS) – a portfolio of digital tools and infrastructure used by more than 400 MHCLG analysts, statisticians and digital professionals. You’ll lead the delivery of a responsive, user-centred support service, treating the service desk itself as a product. You’ll oversee a small team, own the service management roadmap, drive automation and process improvement, and ensure that users receive high-quality support across ADaaS’s portfolio of data and analytical platforms.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

Job description

As a Live Service Manager, you'll:

(Digital Connect role)

• Lead the day‑to‑day operation of MLC and RRP as live services, ensuring they meet performance, reliability and user expectations Set and embed clear service management standards and ways of working
• Own and oversee major incidents, service risks and escalations, coordinating teams and senior stakeholders
• Use service performance data and user feedback to identify trends, risks and improvement opportunities Lead service reviews and provide clear, evidence‑based advice to senior leaders
• Support and assure the transition of new features and changes from delivery into live operation Influence multidisciplinary teams to adopt pragmatic, user‑focused service management practices
• Contribute to decisions on service support models, tooling, resourcing and value for money

(ADaaS role)

• Lead the ADaaS Service Desk, delivering high-quality support services to users and stakeholders
• Manage and develop the service desk team, ensuring delivery against agreed service levels
• Own the service desk roadmap, driving continual improvement of processes, tooling and user experience
• Act as product owner for Jira Service Management, using automation and technology to improve efficiency and service quality
• Use operational data, KPIs and user feedback to improve performance and inform decision making Build effective relationships across technical and business teams to ensure reliable, user-centred services

Person specification

As a Live Service Manager you'll have:

• Demonstrable experience and expertise in service management of live digital services, or managing an IT service desk, in a complex organisation
• Experience owning or administering Jira Service Management or a comparable ITSM platform
• Proven ability to manage incidents, problems and requests, while leading change and competing priorities at pace
• Experience delivering business process improvement and automation initiatives with sound judgement on how and when to apply formal frameworks
• Experience using operational service data and metrics to drive service improvements and inform strategic decisions
• Evidence of clear, credible stakeholder management and communication skills and a collaborative leadership style

Desirable:

• ITIL Foundation or equivalent service management qualification
• Experience working with internally built digital tools or platforms used across large organisations Power BI reporting and dashboard development
• Python or PowerShell scripting
• Product management experience

These roles will suit candidates who enjoy bringing clarity to complex live services, improving reliability and quality, and setting direction for how services are run at scale.

Benefits

Alongside your salary of £44,004, Ministry of Housing, Communities and Local Government contributes £12,747 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).At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.

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

Application and Selection

The application process will be split into 2 stages, testing the following Success Profiles:

Experience , Strengths , Technical , Behaviours

Please ensure your CV does not contain any personally ident