Service Manager (Ref: 23396)

Overview

In this Service Manager role you support the operational management of nominated contracts within the centralised contract portfolio. You work with cross‑functional teams to oversee performance, quality assurance, and stakeholder interfaces, including prisons and service users. You will manage contract delivery, assist in competition and re‑procurement activities, and build strong relationships with providers and internal partners. The position offers broad visibility across contracts valued around 16 million per year, with opportunities to impact service quality and value for money. This role is suited to a collaborative, delivery‑focused professional with a public sector mindset.

Pay / Benefits

• Civil Service Pension scheme contribution
• Access to learning and development
• Flexible working options
• Inclusive and diverse working culture
• Annual leave and public holidays
• Season Ticket Advance

Responsibilities

• Oversee contract management, planning, development, exit and input into competition activities, ensuring performance management and delivery assurance.
• Monitor designated contracts and report issues impacting service delivery and value for money to the SCM.
• Identify service quality and supplier performance issues to inform contract management activities.
• Provide local operational insight into interfaces between providers and business users, and report findings to the SCM.
• Lead resolution of operational issues between providers and escalate disputes as needed.
• Manage governance processes for designated contracts, including supplier review meetings.
• Collaborate with Operational Audit, Commercial Contract Management, and other support functions to inform contract management.
• Maintain relationships with providers and stakeholders and hold providers to account for engagement commitments.
• Assess business demand and priorities to inform contract development within the portfolio.

Key requirements

• Seeing the Big Picture
• Working Together
• Making Effective Decisions
• contract management
• performance management
• data analysis/assurance

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