Key Accountabilities

• Accountable for the end-to-end strategic service experience for all relying parties, ensuring that government services adopting One Login receive a consistent, high-quality, and resilient service that meets their operational, technical, and security needs at a nationwide scale.
• Build and maintain relationships across government, acting as the primary strategic partner for Relying Party leadership teams. Ensure their priorities, risks, and future needs are understood, anticipated, and reflected in service planning, investment decisions, and roadmap development.
• Shape and govern the relying party lifecycle, identifying structural gaps, systemic issues, and opportunities for improvement across onboarding, transition, live service, and ongoing optimisation. Drive the evolution of these processes from a service perspective to ensure they are efficient, scalable, and aligned to One Login’s long-term ambitions.
• Lead continuous improvement across the entire service ecosystem, using data, insight, and user feedback to enhance service performance, simplify interactions, reduce friction, and improve the overall experience for relying parties.
• Set direction and standards for Business Continuity and Disaster Recovery plans, aligning with industry standards, mapping approach, templates, and setting approach for ongoing improvements through testing and lessons learned exercises.
• Act as the senior point of escalation for critical service issues, ensuring that major incidents, risks, and cross-government challenges are managed effectively. Provide authoritative input into governance boards, service forums, and strategic decision-making groups.
• Oversee and sponsor service reviews, audits, incident investigations, and improvement programmes, ensuring that lessons are embedded, systemic issues are addressed, and service maturity continues to advance.
• Drive the evolution of the One Login service management model, working closely with Product, Architecture, Service Transition, Operational Support, Data, and Security to ensure service management is embedded into design, delivery, and operational practices across the organisation.
• Provide leadership, direction, and development to IT Service Managers, Service Relationship Managers, and other service capability teams, ensuring they are empowered, skilled, and aligned to a shared vision of service excellence.

Attendance Requirement

For this opportunity, you will be required to attend the Manchester office 3 days a week.

Person Specification

We’re interested in people who:

• Have a deep understanding of end-to-end service lifecycle management, and by using your analytical skills to make decisions that enhance our business and service performance, you will help shape, design, govern, and evolve onboarding, transition, operational management, versioning, and deprecation processes at scale into a central service offering for our relying parties.
• Are comfortable taking full ownership and accountability for the service experience of relying parties, regardless of their size, maturity, or technical complexity, and able to balance competing priorities across a diverse portfolio while standardising the service landscape.
• Have strong negotiation and influencing skills, with the credibility to engage stakeholders across government, challenge constructively, and secure alignment on service priorities, risks, and investment decisions.
• Are able to build long-term, strategic relationships, communicating clearly, managing expectations, and ensuring that service decisions reflect both Relying Party needs and organisational goals.
• Have proven ability to oversee, optimise, and transform operational processes at scale, using data, insight, and industry best practice to drive continuous improvement, standardisation, and efficiency.
• Have experienced acting as the senior escalation point for live service issues, seeing the bigger picture by taking groups of services and investigating how to get the best of those underlying services. You will be bringing a calm, structured, and authoritative approach to incident management, risk handling, and cross-government coordination.
• Are a natural leader, who can develop and inspire service management teams, fostering a culture of accountability, customer-centricity, and continuous improvement, leading investigative work into problems and opportunities in existing processes, improving the service experience, and by absorbing large amounts of conflicting information, you will use it to produce strategic solutions for our service management customers.

Additional Notes

• This role requires SC clearance, which would normally need 5 years’ UK residency in the past 5 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.
• DSIT cannot offer Visa sponsorship to candidates through this campaign. DSIT holds a Visa sponsorship licence, but this can only be used for certain roles and this campaign does not qualify.
• For this opportunity, you will be required to attend the Manchester office 3 days a week.