Service Management Office Lead

4 weeks ago

London, United Kingdom Metropolitan Police Full time

**Job Title: Service Management Office Lead**

**Salary: £58,460 to £62,614 plus a Location allowance of £1,721. You will receive £58,460, the band minimum, and progress to the band maximum of £62,614 will be via incremental progression.**

**Location: Bow, East London**

**Digital Policing is essential in supporting our frontline officers’ police one of the globe's greatest capital cities. Our Service Delivery team ensures the MPS Technology services are reliable, secure, and readily available for colleagues across the Met. As the SMO Lead, your role is to coordinate and support the SvD team in achieving its objectives. This is an opportunity for someone with service delivery experience in an ITIL environment looking to move into a more strategic role.**

**Digital Policing** provides the Met with Digital and Technology services to empower frontline officers and staff to do their jobs more efficiently. We're responsible for keeping at the cutting edge of technology advancements, recommending new equipment and systems to modernise policing.

**Service Delivery Portfolio**

As the Service Delivery team, we ensure our current solutions and services are reliable, secure and available when the Met needs them. We do this with our technology partners to deliver the services to agreed standards, objectives and costs. Service Delivery manages the portfolio of services, increasingly investing to ensure stability, performing planned maintenance, and responding to unplanned service outages when these occur. We are accountable for effectively managing the timely resolution of service failures, protecting services and managing our supplier's performance. Within Service Delivery, some services are retained in-house due to their specialist nature. These services are hosted on an enterprise-scale platform and supported by the dedicated Secure Services team.

**Job Summary**

The Service Management Office (SMO) Lead is responsible for producing a realistic, achievable, and measurable plan to underpin the Service Delivery (SvD) Strategy and to drive systemic improvements to the Service Portfolio. You will be part of the SvD Senior leadership team that maintains the overall SvD strategy, including objectives, tactics, and Key Performance Indicators (KPIs).

The other element of this role is to line-manage, coach and develop an SMO support team to assist the SvD Director and plan SMTs and Strategy Days.

The SMO Lead post holder will also take responsibility for driving plans to improve service maturity, identify and monitor strategic Key Performance Indicators (KPIs), and keep Delivery Programmes aligned with Strategy.

**Key Tasks**
- Maintain the overall SvD Strategy and Plan, including objectives, strategies, tactics, and KPIs linked to existing Delivery Programmes. Review the Strategy through different perspectives to identify gaps and opportunities.
- Manage the quarterly SvD Leadership Team Strategy Days.
- Carry out maturity assessments and feed outputs/recommendations into the SvD Plan.
- Monitors progress towards strategic goals via KPIs identifies barriers to achievement and works to address these.
- If required, oversee the implementation of other strategic decisions made by the SvD Senior Management Team.
- Work with Chief Technology Officer (CTO) area, Service Owners and industry/partner sources to maintain a long-term view of opportunities, particularly those that arise through the evolution of service management processes and/or developing technologies.
- Support colleagues in developing their strategies and plans-on-a-page.
- Provide Line Management to the Business Support Team.

**Digital Policing**

Join us and play your part in making London the safest capital in the world

**We view diversity as fundamental to our success. To tackle today’s complex policing challenges, we need a workforce made up from all of London’s communities. Applications from across the community are therefore essential.**

**As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations.**

**Essential Criteria**
- Evidence of Inclusive Behaviour
- Ability to operate in a complex organisational and political environment.
- A demonstrable understanding of Information and Communications Technology (ICT) in service delivery, e.g., ITIL, supplier management and partnership.

**Desirable Criteria**
- Service strategy qualification, e.g., ITIL v3 or v4 Service Strategy or COBIT (_If not held, we will support the post holder to complete.)_
- Experience working in the public sector or client-side would be beneficial.

**Knowledge, Skills and Experience**
- Expert in effective governance and planning.
- An understanding of key trends and opportunities in delivering live IT services.
- Evidenced communication and management skills, which can be used to influence both staff a

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