Live Service Manager

We are MHCLG

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’re looking for two experienced Live Services Managers to join our Digital Connect and Analytical Data-as-a-Service teams.

The Digital Connect role is focused on Managing Local Conversations (MLC) / Risk & Reporting Platform (RRP) and will lead the operation and continuous improvement of Digital Connect’s live services. The team builds and runs digital tools that support how the department manages relationships, risk and assurance. This role is accountable for ensuring our live services are reliable, well governed and user centred, while shaping how service management works across the teams. You’ll work closely with the Service Owner, Product Managers and Delivery managers, technical teams and central live services colleagues to provide assurance, manage risk and drive improvements at scale

The second role will lead our Analytical Data-as-a-Service desk (ADaaS) – a portfolio of digital tools and infrastructure used by more than 400 MHCLG analysts, statisticians and digital professionals. You’ll lead the delivery of a responsive, user-centred support service, treating the service desk itself as a product. You’ll oversee a small team, own the service management roadmap, drive automation and process improvement, and ensure that users receive high-quality support across ADaaS’s portfolio of data and analytical platforms.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

As a Live Service Manager, you'll:

(Digital Connect role)

• Lead the day‑to‑day operation of MLC and RRP as live services, ensuring they meet performance, reliability and user expectations Set and embed clear service management standards and ways of working
• Own and oversee major incidents, service risks and escalations, coordinating teams and senior stakeholders
• Use service performance data and user feedback to identify trends, risks and improvement opportunities Lead service reviews and provide clear, evidence‑based advice to senior leaders
• Support and assure the transition of new features and changes from delivery into live operation Influence multidisciplinary teams to adopt pragmatic, user‑focused service management practices
• Contribute to decisions on service support models, tooling, resourcing and value for money
• (ADaaS role) Lead the ADaaS Service Desk, delivering high-quality support services to users and stakeholders
• Manage and develop the service desk team, ensuring delivery against agreed service levels
• Own the service desk roadmap, driving continual improvement of processes, tooling and user experience
• Act as product owner for Jira Service Management, using automation and technology to improve efficiency and service quality
• Use operational data, KPIs and user feedback to improve performance and inform decision making Build effective relationships across technical and business teams to ensure reliable, user-centred services

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) (opens in a new window)
• 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 (opens in a new window)

Application and Selection

The application process will be split into 2 stages, testing the following Success Profiles:

Experience , Strengths , Technical , Behaviours

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading.

Stage 1: Sift (CV & Cover Letter)

Technical & Experience: Your covering letter should be no more than 1 page referencing how you meet the criteria set out in the job description.

Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.

In the event that we receive a large number of applications, we may conduct an initial sift using the lead sift question listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.

Lead sift question (Technical): "Provide evidence of demonstrable experience in Service Management and Live Digital services" (250 words)

Stage 2: Screening Interview

Technical: Candidates who pass the sifting round will be asked to complete a short screening interview. Those who are successful at this stage will be invited to a full interview.

Stage 3: Interview

• Technical: Technical questions will be based around the essential skills and criteria as listed in the job description.
• Strengths: The strength-based questions will require natural responses from the candidates.
• Behaviours: Managing a Quality Service, Changing and Improving, Making Effective Decisions

Sift and Interview Dates

Sifting is envisaged to take place the week commencing 31st August 2026.

Interviews are envisaged to take place the week commencing 14th September 2026 and are currently being held remotely via videocall. This could be subject to change.

How We Recruit

Find out everything you need to know before applying here..

• Applying
• Sifting
• Interview
• Interview Results & Feedback
• Reserve List
• Near Miss
• Civil Service Grades
• We are a DCS, RIS & GPTWV employer
• Reasonable Adjustments

How to Apply

What you need to know before applying.

• Security Clearance Requirements
• Civil Service Nationality Requirements
• Right to Work
• Artificial Intelligence
• Civil Service Code and Recruitment Principles
• CV Declaration
• Sponsorships
• Salary and Grade
• Existing Civil Servants
• Conflict of Interest
• Location and Flexible Working
• Fixed Term Contracts
• Internal Fraud Database - Internal Fraud Register
• Appeals and Complaints
• Conflict of Interest

Security Clearance Requirements

Digital Connect role: BPSS

ADaaS role: BPSS + SC

Please note the requirements for obtaining SC clearance, including a minimum of the last 5 years resident in the UK, and indicate whether you expect to meet the requirements. If not, you will only be considered for the Digital Connect role.

Feedback will only be provided if you attend an interview or assessment.