Salary: £53,000 - £67,000 - Hybrid role
Job summary
The Government Digital Service (GDS) is part of the Cabinet Office. We’re here to make digital government simpler, clearer and faster for everyone. Our work is user-focused, dynamic and forward-looking, making our organisation an exciting and innovative place to work.
The GOV.UK One Login for Government Programme represents a once in a generation opportunity to simplify and widen access to all digital government services. Sitting at the heart of the government, we are building one simple, safe and secure way for users to Log in and prove who they are that will work across all government services.
Job description
As a Service Relationship Manager you will have responsibility for setting, maintaining and reporting on service levels across the different parts of One Login, managing strategic changes, overseeing vendor relationship management and driving continuous improvement; reporting into the Service Management Lead. This is a leadership role within Identity Operations for GOV.UK One Login, responsible for the overall Service Experience, ensuring that it meets the needs of End Users.
The Service Relationship Manager will have line management duties. People and professional leadership duties include:
liaising with the Service Management Lead to build capability across the One Login programme on all aspects of service management, including through recruitment
effective people & team management to foster good line management throughout the management chain; role modelling values of diversity and inclusion to ensure that leadership & change management engage and maintain commitment of staff
developing a supportive environment for staff, promoting a learning culture of constructive feedback and continuous professional development
The Service Relationship Manager is responsible for:
working the Service Management Lead to define, establish and maintain agreed service levels, processes and procedures for the capabilities in scope of the Service Management function across the programme
working with the Service Management Lead to take ownership for managing the service aspects of the relationship with the growing number of One Login Relying Parties
coordinating reporting and key metrics across live service operations so that these can be fed into relevant programme governance forums as well as for senior stakeholders such as the SRO, Chief Exec of GDS and ministers etc
ensuring day to day join up and alignment of activities between live service and product teams
working with the Service Management Lead to the broader live service team to identify opportunities for improvement in processes including Service Transition, Vendor and Supplier Management and Reliant Party Service Management
maintaining and building capability within the One Login Portfolio
managing key service changes - this includes transitioning the new face to face service into live, alongside any required decommissioning activities. Assessing readiness of new services/products against agreed service acceptance criteria and ensuring that governance and approvals processes are agile, fit for purpose and proportionate
assisting the Service Management Lead with the Vendor and Supplier relationship management with particular reference to the mobile app and face to face journey to ensure that outsourced services meet the expected standards. Escalating as appropriate
identifying risks to services and proposing mitigations and escalating where applicable
managing a wide range of stakeholders internally and externally, with focus on timely delivery and live service outcomes
acting as the Incident Manager on an ad hoc basis, as part of a wider Major Incident support team. (Note that support and guidance will be provided)
proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve the efficiency of service delivery to enable the development of One Login
Person specification
We are looking for someone with strong technical skills and a proven track record of Service Relationship Management functions, enabling the delivery of operational services, who can demonstrate the skills outlined in the Service Relationship Management role-level, in particular:
vendor and/or supplier relationship management
managing a wide range of stakeholders
establishing and maintain agreed service levels, processes and procedures
reporting of key metrics across a live service operations
identifying risks and reducing risk to services and proposing mitigations
service management experience
A minimum of ITIL Foundation is required for this role.
Benefits
The benefits of working at GDS
There are many benefits of working at GDS, including:
flexible hybrid working with flexi-time and the option to work part-time or condensed hours
a Civil Service Pension with an average employer contribution of 27%
25 days of annual leave, increasing by a day each year up to a maximum of 30 days
an extra day off for The King’s birthday
an in-year bonus scheme to recognise high performance
career progression and coaching, including a training budget for personal development
paid volunteering leave
a focus on wellbeing with access to an employee assistance programme
job satisfaction from making government services easier to use and more inclusive for people across the UK
advances on pay, including for travel season tickets
death in service benefits
cycle to work scheme and facilities
access to children's holiday play schemes across different locations in central London
access to an employee discounts scheme
10 learning days per year
volunteering opportunities (5 special leave days per year)
access to a suite of learning activities through Civil Service learning
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