Service Manager

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, 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, Activities and Duties

The job holder will be required to carry out the following responsibilities, activities 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 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.

What you'll be doing

• Driving service improvement and performance
• Turning data into insight and action
• Building strong relationships with providers and stakeholders
• Identifying risks, solving problems and finding better ways of working
• Holding providers to account while helping them succeed
• Shaping future service delivery through contract development, competition and innovation activities.

We're looking for someone who

• Can confidently influence and challenge others.
• Enjoys working in a fast-paced, ever-changing environment.
• Is comfortable analysing information and making sound decisions.
• Has experience in contract management, commissioning, service delivery or operational management.
• Thrives on collaboration and building strong professional relationships.
• Wants to make a tangible difference to services and outcomes.

Why join us?

No two days are the same. One day you could be reviewing performance data and identifying improvement opportunities. The next, you could be working with senior stakeholders to resolve operational challenges or helping shape the future of a major service. If you're motivated by challenge, driven by improvement, and passionate about delivering quality services, we'd love to hear from you. Join us and help turn contracts into outcomes, partnerships into progress, and good services into great ones. If you would like an informal chat please contact Debbie Smith on or arrange a call by eMailing

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review. For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks. Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made. Standard full time working hours are 37 hours per week excluding breaks which are unpaid. HMPPS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the HMPPS' Flexible Working policy. If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years. Applications are invited from suitable qualified staff. The Loan/Secondment is subject to the approval of the selected candidate's Business Unit, which should be obtained before confirmation of appointment.

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