Service Manager


Based in:
London, United Kingdom

Product Management

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Salary: Up to £70,000 (Depending on experience), Internal loan Ts&Cs apply for Civil Service applicants

Contract type: 24 Months Fixed Term

Grade:  Cabinet Office Band A*

Number of open roles: 1

Hours: 37 hours/week (42 hours incl. lunch)

Working pattern: flexible working, full-time, part-time


Closing date for applications: 28 March 2017

CV sift date: 29 March 2017

Interviews: week commencing 10 April 2017

Interview location: Aviation House, Holborn, London, WC2B 6NH



GDS leads digital transformation in government, collaborating with teams from other departments to help them build better public services. Alongside those departmental teams, we’re transforming government together. Find out more at the GDS Blog. 

The Team

GOV.UK Verify is the new way to prove who you are when using digital government services. It gives safer, simpler and faster access to government services like filing your tax or checking the information on your driving licence, using a federation of 7 identity providers, such as Post Office, Barclays and Experian to verify digital identities to government standards.


The service is central to the recently published Government Transformation Strategy , and is set to grow from a user base of 1 million users to 25 million by 2020. Over the coming year, the service will expand to take on additional government services, including services from local authorities. It will expand the means of assuring identities to encompass lower levels of identity proofing, as well as integration with international identity schemes, to maximise the demographic coverage of the service.

You can find out more and follow our progress on the Verify blog.


The Role


This is a rare opportunity to transform the way government delivers service. As Service Manager you’ll run and continuously improve a world-class digital service based on user needs. You’ll own and develop a vision for GOV.UK Verify, and provide direction for committed and talented multi-disciplinary teams who want to make interactions with government better through smarter use of technology.


You’ll work with identity providers and other suppliers to achieve successful integration with their products, manage supplier relationships and maintain regulatory compliance. You will promote the growth of Verify, and assist colleagues across the Civil Service who want to use GOV.UK Verify as a means of assuring the identity of users of their services.


To achieve this, you’ll work as a member of the leadership team, comprising you, the Programme Manager, Head of Operations and Head of Business Operations. You will lead the team of product managers in GOV.UK Verify.


Skills and Experience:


We’re looking for someone who’s experienced in the digital transformation of organisations. You’ll be guided by the fundamental principles of putting user needs first, focusing on delivery and outcomes over process, and being open and transparent. Success for you means coaching others to deliver at the very best of their abilities.


It is essential that you have experience in:


  • Leadership within successful design, delivery and operation of high quality products and services which maximise opportunities offered by digital technology


  • Coordinating self-organising agile teams, delegate decision making to the most effective level, and empower teams to deliver to the best of their abilities


  • Gathering, analysing and using user insight and performance data to develop and operate digital services in a way that ensures responsiveness to changing needs and technical developments


  • Having been responsible for translating complex aims and needs into compelling vision statements and clear and manageable plans - communicating these in an open and transparent way through a variety of channels


  • Managing the expectations of stakeholders with conflicting needs and demands, engaging with senior stakeholders, and developing a pipeline of customer adoption


  • Having been responsible for assessing risks, scoping resource requirements and managing budgets and operating costs to ensure value for money and sustainable development of teams and services at scale


  • Track-record of championing agile delivery principles and methods as outlined in the Government Service Design Manual

It is desirable that you have:


  • Familiarity with transactional services and digital identity, including provider integration


  • A high degree of market awareness, with demonstrable experience of innovative approaches to managing relationships with suppliers


Civil Service Competencies

In the Civil Service we use our Competency Framework Competency Framework to outline expected behaviours and we will use these as part of our wider assessment during the interview process.


For this role, the following competencies are the most relevant:



  • Seeing the big picture
  • Changing and improving
  • Leading and communicating
  • Collaborating and partnering
  • Building capability for all
  • Managing a quality service


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.


Things you need to know:


Office Location

Holborn, London until May 2017. We're moving to the Whitechapel Building, Aldgate around June 2017.


Contact point for applicants

For further information regarding this role please contact GDS Recruitment


Security and Immigration checks

Successful candidates must pass a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check. Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules. If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.


Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non-EEA nationals. Further information on whether you are able to apply is available here.


Selection process details

During the selection process, we will make use of the civil service competency framework, as well as technical tests and interview questions to guide our selection of candidates. Please note that due to the volume of applications we receive we are unable to provide feedback at the CV sift stage.



Candidates in their probationary period are not eligible to apply for vacancies within this department.


Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.


Note for Civil Servants

Existing staff and Civil Servants should note that, if successful, their salary on appointment would normally be determined by applying the Cabinet Office usual salary progression rules. If the appointment is on level transfer your substantive salary (excluding any allowances) will remain unchanged (unless it exceeds the maximum stated within the Cabinet Office pay band) and unless the successful candidate's current salary is below the relevant Cabinet Office grade minimum. If the appointment is on temporary or substantive promotion the successful candidate's salary will be increased by the appropriate promotion percentage or moved to the minimum of the relevant Cabinet Office grade minimum, whichever is the greater.


Note for all applicants

This post is open to UK Nationals, Commonwealth Citizens, EEA Nationals of other member states and certain non-EEA family members. There must be no employment restriction or time limit on your permitted stay in the UK. You should normally have been resident in the United Kingdom for at least 3 years and in some cases 5 or even 10 years preceding your application due to the requirement to have a checkable history for security vetting purposes. If you answer 'No' to the questions regarding nationality then it is unlikely your application will be pursued. If you are unsure as to your eligibility on any of these points, contact GDS Recruitment for clarification or advice.




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