# Head of Supplier & Service Management (Ref: 22856) **Company**: Office of the Public Guardian **Location**: Stafford, Staffordshire, West Midlands, England; City of Westminster, Greater London, England; Scotland; Wales **Work arrangement**: hybrid **Experience**: senior **Job type**: Flexible **Salary**: GBP 58,511 - 70,725 per year **Category**: Operations **Industry**: Public Sector **Apply**: https://www.jobsgopublic.com/job/head-supplier-service-management-ref-22856-98047?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_37074f87-103 ## Description This position is based Nationally 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. As an Executive Agency of the Ministry of Justice (MoJ), 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. 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. Responsibilities include: - 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. 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 ### Required - contract management - supplier relationship management - service management - ITIL - stakeholder engagement - influencing - analytical skills ### Nice to have - professional qualification in contract management - ITIL Foundation or higher qualification - experience of Digital, Data and Technology services - experience of working within central government or the wider public sector --- Source: [Apply at jobsgopublic.com](https://www.jobsgopublic.com/job/head-supplier-service-management-ref-22856-98047?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)