Head of Service Management

FCDO Services; Milton Keynes; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Civil Service Pension

On-site gym

Nursery

Café

Restaurant

Season ticket loan

Bike loan

Job summary

FCDO Services is seeking a Head of Service Management to lead the Service Manager community across global operations. You will drive governance, set performance standards, and build a high-performing, inclusive culture while aligning with national security requirements.

You will lead workforce planning, maintain the service handbook, and strengthen stakeholder engagement across distributed teams, delivering consistent service excellence and continual improvement.

Qualifications

• Formal education in IT service management and governance with recognized certifications.
• Ability to operate in complex, geographically dispersed environments.
• Desirable: additional qualifications in Lean Six Sigma, Agile or PRINCE2.

Responsibilities

• Conduct regular performance discussions and manage workforce planning and succession.
• Own and maintain the Service Manager handbook and ensure standards are followed.
• Represent the function at forums and act as a key escalation point.
• Strengthen stakeholder engagement and drive continual improvement.

Skills

Leadership

Stakeholder engagement

Governance

Performance management

Communication

Education

ITIL Certification

Project Management Foundation

ISO/IEC 20000

Level 5 Leadership & Management

ITIL Managing Professional

ITIL Expert

ISO/IEC 20000 Practitioner

Auditor

Lead Implementer

Lean Six Sigma

Agile

PRINCE2

Job description

Our Service Management community works with global customers, delivery experts and other stakeholders to ensure our services are of the very highest quality. Committed to meeting agreed outcomes, offering great value for money and aligning with business needs, we’re flexible, efficient and always ready to listen and adapt to the needs of our customers. Now, you’ve got the opportunity to join them.

Supporting customers globally.

Developing new ways of working.

Making an impact internationally.

It all matters.

Make a major contribution to the success of our global operation

When you join us as Head of Service Management you’ll be accountable for the consistency and effectiveness of the Service Manager community, provide leadership across all service lines, and ensure the highest principles, policies, governance requirements and ways of working are adopted by all our teams. Building capabilities, promoting the sharing of knowledge, strengthening resilience and driving continual improvement, you’ll be focused on developing a high-performing, collaborative and inclusive culture throughout our function while setting clear objectives, expectations and performance standards.

Responsibilities

• You’ll have a wide range of additional responsibilities – these include conducting regular performance discussions, balancing service portfolios, taking the lead on workforce and succession planning, and identifying skill gaps and development needs.
• Owning and maintaining our authoritative Service Manager handbook, and being accountable for the consistent implementation and adoption of agreed standards, we’ll also expect you to ensure that documentation and records are maintained and stored correctly.
• Other key tasks will include representing the function at forums, acting as a key escalation point, raising the profile of Service Management, ensuring our achievements are effectively communicated and understood, and strengthening stakeholder engagement, confidence and collaboration.

Use all your service management skills as you work to defend the nation’s interests

Qualifications

• When it comes to your formal education you should hold ITIL Certification, Project Management Foundation, ISO/IEC 20000 and Level 5 Leadership and Management qualifications or have equivalent practical experience.
• With a strong understanding of Service Management disciplines, principles, frameworks, best practice, operating models, standards and governance arrangements, you should also be capable of operating in complex and geographically dispersed environments.
• In addition, an ITIL Managing Professional, ITIL Expert, ISO/IEC 20000 Practitioner, Auditor or Lead Implementer qualification would be desirable, as would Lean Six Sigma, Agile or PRINCE2 status.

Benefits

• competitive salary, generous holiday entitlement and a Civil Service Pension.
• Along with this, you’ll also have access to training and other development opportunities to help grow your career with us.
• Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest‑free loans on season tickets and bikes to help you get there.

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process. You can find out more about this at fcdoservicescareers.co.uk/how-to-apply/

To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.