Live Service Manager

Bristol, Darlington, Manchester, Wolverhampton Job SummaryWe are MHCLG Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people's lives.Whether it's through the homes we live in, the work of our local councils, or the communities we're all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you're thinking of joining us, there's never been a more exciting time. We’re looking for two experienced Live Services Managers to join our Digital Connect and Analytical Data-as-a-Service teams. The Digital Connect role is focused on Managing Local Conversations (MLC) / Risk & Reporting Platform (RRP) and will lead the operation and continuous improvement of Digital Connect’s live services. The team builds and runs digital tools that support how the department manages relationships, risk and assurance. This role is accountable for ensuring our live services are reliable, well governed and user centred, while shaping how service management works across the teams. You’ll work closely with the Service Owner, Product Managers and Delivery managers, technical teams and central live services colleagues to provide assurance, manage risk and drive improvements at scale The second role will lead our Analytical Data-as-a-Service desk (ADaaS) – a portfolio of digital tools and infrastructure used by more than 400 MHCLG analysts, statisticians and digital professionals. You’ll lead the delivery of a responsive, user-centred support service, treating the service desk itself as a product. You’ll oversee a small team, own the service management roadmap, drive automation and process improvement, and ensure that users receive high-quality support across ADaaS’s portfolio of data and analytical platforms. Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.Job Description As a Live Service Manager, you'll: (Digital Connect role)

• Lead the day‑to‑day operation of MLC and RRP as live services, ensuring they meet performance, reliability and user expectations Set and embed clear service management standards and ways of working
• Own and oversee major incidents, service risks and escalations, coordinating teams and senior stakeholders
• Use service performance data and user feedback to identify trends, risks and improvement opportunities Lead service reviews and provide clear, evidence‑based advice to senior leaders
• Support and assure the transition of new features and changes from delivery into live operation Influence multidisciplinary teams to adopt pragmatic, user‑focused service management practices
• Contribute to decisions on service support models, tooling, resourcing and value for money

(ADaaS role)

• Lead the ADaaS Service Desk, delivering high-quality support services to users and stakeholders
• Manage and develop the service desk team, ensuring delivery against agreed service levels
• Own the service desk roadmap, driving continual improvement of processes, tooling and user experience
• Act as product owner for Jira Service Management, using automation and technology to improve efficiency and service quality
• Use operational data, KPIs and user feedback to improve performance and inform decision making Build effective relationships across technical and business teams to ensure reliable, user-centred services

As a Live Service Manager, You'll (Digital Connect role)

• Lead the day‑to‑day operation of MLC and RRP as live services, ensuring they meet performance, reliability and user expectations Set and embed clear service management standards and ways of working
• Own and oversee major incidents, service risks and escalations, coordinating teams and senior stakeholders
• Use service performance data and user feedback to identify trends, risks and improvement opportunities Lead service reviews and provide clear, evidence‑based advice to senior leaders
• Support and assure the transition of new features and changes from delivery into live operation Influence multidisciplinary teams to adopt pragmatic, user‑focused service management practices
• Contribute to decisions on service support models, tooling, resourcing and value for money

(ADaaS role)

• Lead the ADaaS Service Desk, delivering high-quality support services to users and stakeholders
• Manage and develop the service desk team, ensuring delivery against agreed service levels
• Own the service desk roadmap, driving continual improvement of processes, tooling and user experience
• Act as product owner for Jira Service Management, using automation and technology to improve efficiency and service quality
• Use operational data, KPIs and user feedback to improve performance and inform decision making Build effective relationships across technical and business teams to ensure reliable, user-centred services

Person specification As a Live Service Manager You'll Have

• Demonstrable experience and expertise in service management of live digital services, or managing an IT service desk, in a complex organisation
• Experience owning or administering Jira Service Management or a comparable ITSM platform
• Proven ability to manage incidents, problems and requests, while leading change and competing priorities at pace
• Experience delivering business process improvement and automation initiatives with sound judgement on how and when to apply formal frameworks
• Experience using operational service data and metrics to drive service improvements and inform strategic decisions
• Evidence of clear, credible stakeholder management and communication skills and a collaborative leadership style

Desirable

• ITIL Foundation or equivalent service management qualification
• Experience working with internally built digital tools or platforms used across large organisations Power BI reporting and dashboard development
• Python or PowerShell scripting
• Product management experience

These roles will suit candidates who enjoy bringing clarity to complex live services, improving reliability and quality, and setting direction for how services are run at scale. Alongside your salary of £44,004, Ministry of Housing, Communities and Local Government contributes £12,747 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window). At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here. Artificial intelligence Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use. Selection process details Application and Selection The application process will be split into 2 stages, testing the following Success Profiles: Experience,Strengths,Technical , BehavioursPlease ensure your CV does not contain any personally identifiable information. Note: We do not consider direct CV applications. All applications must be submitted via the provided application link. Important: Your CV and Cover Letter must be merged into a single document before uploading. Stage 1: Sift (CV & Cover Letter)Technical & Experience: Your covering letter should be no more than 1 page referencing how you meet the criteria set out in the job description. Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors. In the event that we receive a large number of applications, we may conduct an initial sift using the lead sift question listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview. Lead sift question (Technical): "Provide evidence of demonstrable experience in Service Management and Live Digital services" (250 words) Stage 2: Screening InterviewTechnical: Candidates who pass the sifting round will be asked to complete a short screening interview. Those who are successful at this stage will be invited to a full interview. Stage 3: Interview

• Technical: Technical questions will be based around the essential skills and criteria as listed in the job description.
• Strengths: The strength-based questions will require natural responses from the candidates.
• Behaviours: Managing a Quality Service, Changing and Improving, Making Effective Decisions

Sift and Interview Dates Sifting is envisaged to take place the week commencing 31st August 2026. Interviews are envisaged to take place the week commencing 14th September 2026 and are currently being held remotely via videocall. This could be subject to change. How We Recruit Find out everything you need to know before applying here..

• Applying
• Sifting
• Interview
• Interview Results & Feedback
• Reserve List
• Near Miss
• Civil Service Grades
• We are a DCS, RIS & GPTWV employer
• Reasonable Adjustments

How To Apply What you need to know before applying.

• Security Clearance Requirements
• Civil Service Nationality Requirements
• Right to Work
• Artificial Intelligence
• Civil Service Code and Recruitment Principles
• CV Declaration
• Sponsorships
• Salary and Grade
• Existing Civil Servants
• Conflict of Interest
• Location and Flexible Working
• Fixed Term Contracts
• Internal Fraud Database - Internal Fraud Register
• Appeals and Complaints
• Conflict of Interest

Security Clearance RequirementsDigital Connect role: BPSS ADaaS role: BPSS + SCPlease note the requirements for obtaining SC clearance, including a minimum of the last 5 years resident in the UK, and indicate whether you expect to meet the requirements. If not, you will only be considered for the Digital Connect role. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a basic (or equivalent) criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a basic (or equivalent) criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This Job Is Broadly Open To The Following Groups

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact

• Name : Digital Data Jobs
• Email : Digitaldatajobs@communities.gov.uk

Recruitment team

• Email : Digitaldatajobs@communities.gov.uk

Further information About If you are unsure about any part of the process or require additional information about the post to enable you to progress your application, you should speak to the Resourcing team - Recruitment@communities.gov.uk. Candidates can appeal at any stage of the recruitment process if they believe there has been:

• a procedural irregularity
• an infringement of the Civil Service equal opportunities policy
• exceptional circumstances which were not notified to the interview panel which might have affected performance on the day.

It is important to note that these are appeals about the process not the decision. In the first instance, an appeal should be directed to the MHCLG Resourcing Hub at Recruitment@communities.gov.uk. If the MHCLG Resourcing Hub is unable to satisfactorily resolve your complaint, you may contact put your complaint in writing to the Civil Service Commission, Room G8,1 Horse Guards Road, London, SW1A 2HQ or by email to: info@csc.gov.uk