Live Services Manager

Overview

Live Services Manager responsible for strategic leadership of the software and live services function, alignment with departmental digital strategy and standards, governance of SaaS tools, and delivery of \"Ticketing as a Service\". Leads a team of live service managers and support staff, champions user-centred design and agile delivery, and collaborates with senior stakeholders to drive adoption of best practice service management.Responsibilities

Provide strategic leadership for the software and live services function, ensuring alignment with digital strategy and functional standards.Lead the development and implementation of \"Ticketing as a Service\", offering guidance on selecting, configuring, and using ticketing tools securely and effectively.Establish governance frameworks and service standards for SaaS tools, ensuring compliance with cybersecurity and data protection requirements.Engage with senior stakeholders across policy, digital, and operational teams to understand service needs and drive adoption of best practice service management.Oversee supplier relationships and contract performance for managed services supporting SaaS tools.Develop and monitor KPIs to assess service effectiveness and inform continuous improvement.Champion user-centred design and agile delivery principles in the management of live services.Lead and mentor a team of live service managers and support staff, fostering a culture of collaboration and innovation.Qualifications and Experience

Proven experience in leading digital service operations or live service management at a senior level.Strong understanding of SaaS governance, service management frameworks and practices (e.g., ITIL), including secure, governed, and auditable digital operations compliant with cybersecurity best practices.Demonstrated ability to influence and collaborate with senior stakeholders across technical and non-technical domains.Experience in implementing and supporting ticketing systems and advising on their strategic use.Excellent communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.Track record of delivering service improvements through data-driven decision-making and user feedback.Experience in managing supplier relationships and ensuring value for money in digital service delivery.Location and Benefits

Location options include Manchester, Bristol, Wolverhampton, and Darlington. The salary is £54,531 with employer pension contributions. Benefits include learning and development tailored to the role, flexible working options, an inclusive culture, and Civil Service pension provisions.Other Information

We recruit on merit and are committed to equal opportunities. See the candidate pack for nationality requirements and other eligibility information. Contact recruitment@communities.gov.uk for reserve list management and other ..... full job details .....