JOB SUMMARY

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 have over 3,500 staff who are based in 20 offices across the UK.
The G7 Live Services Manager plays a strategic leadership role within the Digital Directorate, overseeing the governance, performance, and continuous improvement of core Software as a Service (SaaS) products. This role is pivotal in shaping the department’s approach to service management, ensuring that digital tools are secure, user-centred, and aligned with business needs. The postholder will lead on the development and delivery of ‘Ticketing as a Service’, supporting teams across the department to make informed decisions about the use of ticketing tools, ensuring effective and secure implementation.
We particularly welcome candidates from an ethnic minority background and other underrepresented groups to apply, as we work to continually improve our ability to represent the places and communities we support through our work.
Find out more about what it’s like to work in a digital, data and technology role at MHCLG including our culture, ways of working, career progression and staff benefits. You can also read the MHCLG Digital blog to learn about the work we’re doing.

JOB DESCRIPTION

As the Live Services Manager, you’ll:

• provide strategic leadership for our software and live services function, ensuring alignment with departmental digital strategy and digital functional standards
• lead the development and implementation of ‘Ticketing as a Service’, offering guidance and support to teams on selecting, configuring, and using ticketing tools effectively and securely
• 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 key performance indicators (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.

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)
• 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

There may be opportunities for candidates to work flexibly depending on the business needs. This will be discussed with the vacancy manager on a case-by-case basis if you are successful for the role.

• Please note: The Darlington Economic Campus is a pioneering new cross-government hub which will bring together people across departments and public organisations to play an active role in the most important economic issues of the day. The work of the Campus will make a real difference to people both across the UK and internationally. There will be substantial career opportunities and exciting prospects - a career at the Campus means you will be working at the heart of Government, with access to the benefits and fantastic opportunities offered by the civil service. This role is based at MHCLG and we will be joined on the campus by:
• HM Treasury
• Department for International Trade
• Department for Business, Energy and Industrial Strategy
• Office for National Statistics
• Department for Educatio