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Business Service Manager - Technology CSC - Counter Terrorism Policing HQ

Salary: The starting salary is £55,662, which includes allowances totalling £3,009.

The salary is broken down as £52,653 basic salary, which will increase annually until you reach the top of the scale £57,417. Plus, a location allowance of £2,009 and a non-pensionable allowance of £1,000.

Location: Birmingham

Job Summary

To support the ongoing delivery of authority service level agreements, working with internal functions and third party suppliers and vendors, ensuring that they are met. Responsible for ensuring that all IT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Monitoring and managing services by producing effective management intelligence reports; tracking service levels, holding regular service reviews with stakeholders and liaising with customers and users to identify further opportunities for improvements.

Key Responsibilities

1) Supplier Performance Management

Management of commercial supplier performance, ensuring that they are held to account for delivering services to agreed levels and quality. This will be achieved by the post holder:

• Assessing service performance information; assessing supplier responsiveness and quality of work in dealing with service problems and issues;
• Resolving the actions from any formal supplier performance management meetings and keeping business stakeholders informed.
• Advising and contributing on the building of accurate and comprehensive service reporting, in collaboration with ICT and the supplier;
• Reviewing and managing service risks highlighted from supplier management and user experience of the service.

2) Business and User Engagement and Communications

• Engaging with the senior service stakeholders and the user community to understand operational demands of the service;
• Negotiating plans and schedules with stakeholders for service down time for maintenance or outages for any fixes of problems, ensuring that these are aligned with business and user needs.
• Leading on communications to the user community about plans for improvements to the products;
• Acting as the first point of contact for senior management/service owner in the event of a major business service outage;
• Acting as a point of escalation for users for any service failures, with the authority to engage stakeholders to address specific issues / opportunities
• Ensuring user satisfaction with the service, working with stakeholders to produce and enact any required recovery action plans if service delivery is not meeting expectations;

3) Service Improvement and Development

Digital and technology services need to evolve and improve in line with changing operational and user requirements. The post holder will

• Work with stakeholders to understand, prioritise and document evolving and changing service requirements on a periodic basis;
• Work with stakeholders to secure costed options for meeting those requirements and processing this demand for changes or improvements into the CTP business governance process;
• Commission ICT / suppliers to implement improvements and changes that CTP has approved and is prepared to fund;

4) Building Business Service Management Capability

The post holder will need to develop tools, guides, develop and document working processes and be prepared to share and disseminate knowledge within CTP, potentially leading and growing practice.

5) Commercial and Financial Management

Provide operational insights and knowledge into any contract management, renewal or change process in support of commercial experts.

Ensuring that the service operates within agreed financial constraints agreed with CTP and set out within supplier contracts

How to apply

To begin your career at the Met, please click the "apply button “. The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement, you should explain your interest in the position and illustrate how your skills and experiences make you a suitable candidate. Please note that you should not submit two copies of your CV, and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and/or Personal Statement.

Completed applications must be submitted by 23:55 on 25 June 2026.

Pay: From £55,662.00 per year

Benefits:

• Company pension
• Employee discount

Work Location: Hybrid remote in Birmingham (West Midlands)