Job Title: Business Service Manager - Technology CSC - Counter Terrorism Policing HQ
Salary: The starting salary is £55,662, which includes allowances totalling £3,009.
The salary is broken down as £52,653 basic salary, which will increase annually until you reach the top of the scale £57,417. Plus, a location allowance of £2,009 and a non-pensionable allowance of £1,000.
Location: Birmingham
Counter Terrorism Policing (CTP) depends on high-performing individuals in its work every day. As a Business Service Manager, you’ll manage service level agreements, operational level agreements and underpinning contracts to provide CTP with consistent, high quality services. Everything you do will support CTP, helping it to keep the country safe. Bring your skills to our team and protect the UK.
You’ll join us at the Customer Service Centre (CSC), which provides national IT services for CTP. As part of a dedicated team, you’ll be working closely with internal functions and third party suppliers and vendors to support the ongoing delivery of authority service level agreements, ensuring that they are met.
Day to day you’ll be monitoring and managing services by producing effective management intelligence reports; tracking service levels, holding regular service reviews with stakeholders and liaising with customers and users to identify further opportunities for improvements.
At this level, you’ll need experience of ITIL® service management process management, specifically Service Level Management, Supplier Management, Service Reporting, Change Management and Problem Management. Thanks to this background, you’ll be used to making decisions in a busy service operations environment.
Your technical knowledge should cover IT hardware layers, Cisco and Microsoft technologies, data centre management, and infrastructure and application monitoring and automation tools. However, people skills are just as important: building strong relationships and communicating clearly.
Now more than ever is the time to join the Met Police. We want our team to be representative of our country and are looking to recruit people who understand and reflect the diverse communities we engage with every day.
Besides the rewarding nature of the job itself, a competitive salary and a Civil Service pension, you'll also benefit from excellent career and professional development. If you’re looking to progress, this is an outstanding opportunity.
Key Responsibilities
1) Supplier Performance Management
Management of commercial supplier performance, ensuring that they are held to account for delivering services to agreed levels and quality. This will be achieved by the post holder:
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Assessing service performance information; assessing supplier responsiveness and quality of work in dealing with service problems and issues;
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Resolving the actions from any formal supplier performance management meetings and keeping business stakeholders informed.
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Advising and contributing on the building of accurate and comprehensive service reporting, in collaboration with ICT and the supplier;
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Reviewing and managing service risks highlighted from supplier management and user experience of the service.
2) Business and User Engagement and Communications
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Engaging with the senior service stakeholders and the user community to understand operational demands of the service;
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Negotiating plans and schedules with stakeholders for service down time for maintenance or outages for any fixes of problems, ensuring that these are aligned with business and user needs.
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Leading on communications to the user community about plans for improvements to the products;
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Acting as the first point of contact for senior management/service owner in the event of a major business service outage;
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Acting as a point of escalation for users for any service failures, with the authority to engage stakeholders to address specific issues / opportunities
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Ensuring user satisfaction with the service, working with stakeholders to produce and enact any required recovery action plans if service delivery is not meeting expectations;
3) Service Improvement and Development
Digital and technology services need to evolve and improve in line with changing operational and user requirements. The post holder will
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Work with stakeholders to understand, prioritise and document evolving and changing service requirements on a periodic basis;
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Work with stakeholders to secure costed options for meeting those requirements and processing this demand for changes or improvements into the CTP business governance process;
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Commission ICT / suppliers to implement improvements and changes that CTP has approved and is prepared to fund;
4) Building Business Service Management Capability
The post holder will need to develop tools, guides, develop and document working processes and be prepared to share and disseminate knowledge within CTP, potentially leading and growing practice.
5) Commercial and Financial Management
Provide operational insights and knowledge into any contract management, renewal or change process in support of commercial experts.
Ensuring that the service operates within agreed financial constraints agreed with CTP and set out within supplier contracts
Vetting
This post requires access to the most sensitive intelligence material on a daily basis. Applicants must hold or be prepared to undergo National Security Vetting (NSV) Security Check (enhanced) (SC(e)) level before taking up the post; with a willingness to undergo Developed Vetting (DV) once in post, if required.
This post requires British nationality (some dual nationals may be ineligible) and an Enhanced Security Check (eSC).
As the post holder will have access to very sensitive information, there are limitations on travelling to a small number of countries and we will undertake additional security checks as part of the recruitment process. Applications from candidates with close connections to certain countries may take considerably longer to process, or in some cases result in a withdrawal of an offer of employment. Further details will be provided at the conditional offer stage.
Confidentiality Agreement
Applicants should also be aware of the need to sign a confidentiality agreement on taking up the post.
Our Colleague Commitments
Counter Terrorism Policing (CTP) continues to prioritize an inclusive and supportive working environment and culture, where all of our people feel a strong sense of belonging and are empowered to reach their full potential. CTP keeps the nation and everyone in it safe from all manner of threats and as those threats evolve, so do we - that’s why Inclusion, Diversity and Equality (IDE) is the key to supporting our greatest asset, our people.
Our people protect our national security across the UK. In order to continue to deliver against our organizational priorities, we collectively seek to ensure that all colleagues feel respected, supported and valued to fully participate in the delivery of our mission – “working to keep people safe from Terrorism”.
IDE is at the heart of our approach to make the composition of Counter Terrorism Policing more representative of the communities we serve. As Counter Terrorism is rooted in Local Policing, to tackle today’s complex policing challenges, applications from across all backgrounds, cultures and experiences are therefore essential and encouraged. The CTP Network is committed to ensuring that candidates identifying as disabled are able to realize their fullest career aspirations and, as such, will endeavor to accommodate any reasonable adjustments that you may require during the recruitment process. CTP also welcomes applications from candidates seeking flexible working arrangements, such as part-time working, job-share and where the role permits, hybrid working arrangements. All flexible working arrangements should be discussed and agreed with the hiring manager.
How to apply
To begin your career at the Met, please click the "apply button “. The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement, you should explain your interest in the position and illustrate how your skills and experiences make you a suitable candidate. Please note that you should not submit two copies of your CV, and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and/or Personal Statement.
Completed applications must be submitted by 23:55 on 24th June 2026.
Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 1-2 weeks after the vacancy has closed.
Following application review, successful candidates will be invited to interview. Interview dates will commence 1-2 weeks after the hiring managers review.
www.metpolicecareers.co.uk
