Head of Supplier & Service ManagementMinistry of Justice

Role: Head of Supplier & Service Management

Business: Office of Public Guardian (OPG)

Location: National

Grade: 7

Salary: National: £58,511 - £65,329 / London: £63,343 - £70,725

Contract Type: Permanent

Minimum Hours: 21 Hours per week

Organisational Overview

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities.  The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Team Overview

The role will be situated in the Business Design, Development & Delivery (BD3) team within the Operational Directorate. The BD3 team covers a wide range of change-related activities including continuous improvement projects for operational teams, implementation of policy and digital changes, and involvement in OPG’s larger transformational projects. The small systems (User Defined Applications or UDAs – non-Sirius operational software) development, maintenance and improvement work is also situated within BD3. This role Will be a new role in the team.

Duties and Responsibilities

As Head of Supplier and Service Management, you will lead OPG's approach to operational management of key supplier-delivered services, with responsibility for supplier performance, service assurance and service management. You will be responsible for ensuring that key strategic suppliers deliver the outcomes, service levels and performance standards agreed through contractual arrangements, and that services continue to meet the needs of OPG and its customers.

Key suppliers/contracts you will be managing include:

Scanning

Remote print and post

Telephony

Working closely with Commercial, Technology, Operational and Delivery colleagues, you will establish robust operational supplier governance, performance management and service assurance arrangements, ensuring suppliers are held accountable for delivery against contractual commitments.

You will also provide leadership for OPG’s internal IT service management activities through direct line management of the SEO ITIL Service Manager, ensuring services are well governed, continuously improved and aligned to organisational needs.

Responsibilities will include, but not be limited to:

Operational Contract and Supplier Management

Act as the senior business owner for supplier performance and service delivery management across a portfolio of digital and technology contracts.

Establish and lead effective operational supplier governance arrangements, including supplier performance management, service review boards and clear escalation processes.

Ensure suppliers deliver contracted services in accordance with agreed KPIs, SLAs and contractual obligations.

Validate supplier performance information, using data and evidence to identify performance issues, trends and areas requiring improvement.

Hold suppliers operationally accountable for underperformance and agree and oversee service improvement plans where contractual expectations are not being met.

Lead strategic supplier relationship management activities, developing constructive relationships that support effective service delivery while providing robust challenge on operational performance.

Oversee operational compliance with contractual service requirements, risk management and assurance activities.

Work collaboratively with commercial and procurement colleagues on contract variations, extensions, renewals and procurements.

Ensure contractual issues, risks and disputes are identified and managed appropriately, including escalation to Commercial where required.

Develop supplier performance dashboards and executive reporting for senior governance forums.

Identify and drive opportunities for continuous improvement, innovation, operational efficiency and improved value for money across supplier-delivered services.

Service Management Leadership

Provide leadership and strategic direction for IT service management capabilities across OPG.

Line manage and develop the SEO ITIL Service Manager.

Ensure effective management of incidents, problems, changes, service requests and service performance.

Drive continual service improvement initiatives across live services.

Ensure services are aligned with government and organisational service management standards.

Support service transition activities for new and changing digital services, ensuring operational requirements, supplier responsibilities and support arrangements are clearly understood before transition into live service.

Leadership and Stakeholder Engagement

Build effective relationships with senior stakeholders across OPG, MoJ and supplier organisations.

Provide expert advice on operational contract management, supplier performance, service assurance and service management.

Lead multidisciplinary discussions to resolve complex supplier performance, service delivery and operational issues, escalating commercial or contractual matters to Commercial as appropriate.

Contribute to strategic planning and decision-making relating to supplier-delivered services.

Champion a culture of accountability, transparency, collaboration and continuous improvement.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.

Occasional travel to OPG sites in Birmingham and Nottingham will also be required.

The role holder will line manage the ITIL Service Manager for OPG.

Skills & Qualifications

Essential Skills

Proven ability to manage complex supplier relationships and service contracts, supported by substantial relevant experience. (Lead criterion)

Experience of operational contract management and supplier performance management, including holding suppliers to account for delivery against contractual commitments, performance targets and service levels.

Strong understanding of contract management, supplier relationship management and commercial governance.

Experience of managing supplier performance through KPIs, SLAs, service reviews and improvement plans.

Excellent stakeholder engagement and influencing skills, including experience working with senior leaders and external suppliers.

Experience managing operational risks and resolving complex service delivery issues.

Experience leading and developing teams and individuals.

Strong analytical skills with the ability to interpret performance data and use evidence to drive decision-making.

Desirable Skills

The below criteria are desirable only. These will not be assessed throughout the recruitment process but will be used in the event of tied scores between candidates.

Professional qualification in contract management, procurement or commercial management (e.g. CIPS, WorldCC, Government Contract Management Capability Programme accreditation or equivalent).

ITIL Foundation or higher qualification.

Experience of Digital, Data and Technology services.

Experience of working within central government or the wider public sector.

Knowledge of Government Commercial Function standards and best practice.

Application process

This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application:

A CV detailing your career history. CV’s will be assessed against the essential and desirable skills above.

Statement of Suitability of no more than 1,000 words, to demonstrate your experience against the essential and desirable skills required for this role.

Should a large number of applications be received, an initial sift will be conducted on the following lead essential criteria: -

Proven ability to manage complex supplier relationships and service contracts, supported by substantial relevant experience. (Lead criterion)

Interview Process

If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:

Strengths relevant to the role

The following Behaviours at Grade 7:-

Communicating and Influencing (Grade 7)

Seeing the Big Picture (Grade 7)

Working Together (Grade 7)

Experience - A 5-minute presentation detailing how you have successfully managed suppliers in your current or former role (further detail on the presentation will be circulated to candidates prior to interviews commencing)

All interviews will be held remotely via MS Teams.

Feedback will only be provided if you attend an interview.

Reasonable Adjustments

At OPG we consider all applications on the basis of merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.

For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert

If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available