Job description
Details Reference number 410732 Salary £54,285 - £60,585 A Civil Service Pension with an employer contribution of 28.97% GBP Job grade Grade 7 GPA Grade 7 National Contract type Permanent Business area GPA - Chief Operating Office - IT Delivery Type of role Information Technology Working pattern Full-time Number of jobs available 1 Contents
• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information
Location Birmingham, Bristol, Cardiff, Leeds, Manchester, Nottingham, Swindon About the job Job summary
The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate.
We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.
Representing the best covenant in the UK – His Majesty’s Government – we are leading transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme, as well as delivering modern, cost-effective real estate service solutions.
Innovation and progress are at the heart of our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. And we’re dedicated to becoming a leading, inclusive employer both in the external market and throughout the Civil Service. Our strong emphasis on Equity, Diversity, and Inclusion (EDI) is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces.
Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth. We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.
Job description
The GovPass Programme within the GPA is modernising Access Control Systems across HMG. Delivering a new UK government standard for card encryption improving building security and enabling greater interoperability through its innovative technology.
GovPass is operating across the UK in HMG Estate and in some of the most iconic buildings and departments, with an aim to expand this further over the coming years.
The GovPass Senior Service Manager is a critical role in the operation of GovPass across the HMG Estate. As a Service Manager you will be responsible for the performance of the service provider as well as the development and ownership of the GovPass continuous service improvement plan. In addition you will lead on creating and setting the vision and strategy for GovPass service management as the programme scales across the HMG Estate, ensuring service management maintains pace with both the deployments and technical developments.
Working wider across the GPA, this role will also be pivotal in shaping and influencing cross directorate service management practices and strategies as part of the wider GPA agenda. As the GovPass services stabilises or as the needs of government change over time, there is scope to take on other service related responsibilities in the future.
Key Responsibilities:
• Full service lifecycle management , responsible for managing the full service lifecycle including strategy, implementation and continual service improvement (maturing the service)
• Service Provider/ supply chain management , responsible for working collaboratively with GPA partners and suppliers to ensure optimal service delivery and value for money
• Service Review Board , Analysis of service metrics to ensure optional service delivery and performance against SLAs, including Service Improvement Plans and Problem Management process
• Leadership and communication , leading the GovPass service and it’s implementation across the HMG Estate; including stakeholder management and engagement across government departments at all levels
• Service operation and delivery , responsible for the day to day management and performance of the service across the entire GovPass Estate, coordinating across the wider programme team to deliver great outcomes and experiences for users
Person specification
We are looking for a motivated and experienced Service Manager with:
• Strong leadership and communication skills, comfortable briefing at a senior level
• Customer focused and organised with an ability to rapidly analyse complex problems and find solutions
• Resilient, adaptable and comfortable working in a fast paced and evolving environment
• Driven and focused to deliver within the public sector
• Collaborative and inclusive ways of working and can build trust across diverse teams and stakeholders
Experience Technical Skills
Essential criteria:
• Significant experience
• Service Management Framework , knowledge across all aspects of the ITIL Framework and experience of leading a team managing a large enterprise service.
• Asset Management , experience in operating and managing an asset management plan as part of a large service.
• Continuous Service Improvement , ability and experience to lead a team to identify, exploit and implement opportunities. Lead investigative work into problems and incidents to create and deliver robust solutions.
• Service Reporting , able to use data analytics to make and inform decisions that enhance business performance.
• Stakeholder Engagement , negotiate with and influence stakeholders and manage relationships effectively across multiple departments in order to build long term and impactful relationships.
• Strategic Thinking , experience leading the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met
• Technical Understanding , have a basic understanding of modern technologies and a willingness to learn about access control systems
• User Focus , demonstrable experience meeting the needs of users by providing the best service via a solid understanding of service management tools and methodologies
Qualifications and Accreditations
Essential criteria:
• ITIL qualified
Desirable criteria:
• Experience working within Government services
• Basic knowledge of cloud technologies
• Experience and knowledge of access control systems
• Experience of developing service performance metrics using cloud based analytics platforms
• Experience in leading business analysis and providing recommendations within a service role
Behaviours
We'll assess you against these behaviours during the selection process:
• Managing a Quality Service
• Making Effective Decisions
• Changing and Improving
• Communicating and Influencing
• Seeing the Big Picture
Technical skills
We'll assess you against these technical skills during the selection process:
• Customer Perspective
• Commercial Acumen
• Property Market Knowledge
• Innovation
Benefits Alongside your salary of £54,285, Government Property Agency contributes £15,726 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Generous annual leave
Things you need to know Selection process details This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills.
We encourage applications from people from all backgrounds and aim to have a workforce that represents the communities and wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a sense of belonging in a workplace where everyone feels valued.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 and the Civil Service DI Strategy.
The Civil Service Code 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 .
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 (RIS) to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.
Sift
The sift is due to take place week commencing 23rd July 2025.
As part of the application process, you will be asked to include a CV.
Interview
GPA policy is for interviews to be held face to face, with virtual interviews only by absolute exception. The date and location will be confirmed if you are invited to interview. If you feel this will be a problem for you, please contact to discuss prior to submitting your application.
At interview, applicants will be scored against 5 behaviours - Managing a Quality Service, Communicating and Influencing, Seeing The Bigger Picture, Making Effective Decisions, and Changing Improving.
Interview questions will be a blend of Behaviour, Experience, and Technical (core skill) questions.
Further Information
Any move to GPA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs.
Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
For further information on National Security Vetting please visit the Demystifying Vetting website
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.
Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .
See our vetting charter . 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)
• 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 Working for the Civil Service The Civil Service Code 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 . 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 and the Civil Service Diversity and Inclusion Strategy . Apply and further information This vacancy is part of the Great Place to Work for Veterans initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in 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 : Stephen Nelson
• Email :
Recruitment team
• Email :
Further information If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact
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