HQ Job Description (JD)
Band 8
Directorate: Probation Service
Job Description - Service Manager Probation Services
Document Ref.
HQ-JES-1897 Service Manager Probation Services v6.0
Document Type
Management
Version
6.0
Classification
Official
Date of Issue
11/06/21
Status
Baselined
Produced by
Job Evaluation Assurance and Support Team
Authorised by
Reward Team
JD Evidence
HQ-JES-1897 Service Manager Probation Services v6.0
Job Description
Job Title
Service Manager Probation Services
Directorate
Probation Service
Band
8
Overview of the job
Accountable to a Senior Contract Manager (SCM) the Service Manager (SM) is
accountable for supporting the operational management of nominated contracts
within the regional portfolio. This includes performance management and
development, oversight of the interfaces between the suppliers and contract users
e.g., prisons and stakeholder engagement. It is an offender facing role in terms of
working with service users to ascertain their views on the services received.
The post holder will contribute to the management of a portfolio of contracts,
including Commissioned Rehabilitative Services contracts, within PS regions, and it
involves complex stakeholder and delivery chain relationships. The post holder is
responsible for managing the portfolio of a wide range of products and services, with
varying levels of operational and reputational risks and managing these complex,
innovative contracts.
The geographical base for the SM post can be flexible within their contract
management area and will require some work in London and other locations.
Summary
The SM will be a key member of their designated contract management team and
will work collaboratively with colleagues within HMPPS and in e.g., National Strategic
Contract Management, Commercial, Finance, Policy and other support functions to
assist in the delivery of HMPPS and CMT objectives.
The SM will work in collaboration with the SCM in relation to contract management,
planning, development, review, exit and input into competition activities. The SM
will co-ordinate performance management and monitor operational delivery, and
has responsibility to provide assurance on the quality and standards of contract
delivery.
They will directly manage all aspects of contract delivery on a day to day basis and
will have daily dialogue with providers and business partners.
The SM will take responsibility for reviewing, analysing and monitoring performance
data, quality assurance and data analysis of provider delivery as well as developing
strategies for re-competition of proposed new contracts.
The SM will directly seek assurance from stakeholders and will monitor the interface
points between the providers and business users of their designated contracts.
Responsibilities,
The job holder will be required to carry out the following responsibilities, activities
Activities and Duties
and duties:
• Responsible for contract management, planning, development, exit and input
into competition activities, including accountability for performance
management, monitoring improvement plans, delivery assurance and contract
compliance activity, providing on-site presence within the business and supplier
organisations as required.
• Accountable for monitoring designated contracts, with responsibility to critically
evaluate and report any issues regarding service delivery outcomes and value
for money to the SCM.
• Responsible for identifying service quality, contract compliance and supplier
performance issues and priorities in order to inform contract management and
the wider CMIT.
HQ-JES-1897 Service Manager Probation Services v6.0
• Accountable for providing local insight into the operational interfaces between
providers, particularly in relation to operational risk, making independent
judgements about their findings and reporting any issues to the SCM.
• Leading and managing the resolution of operational issues arising between
providers and escalating unresolved issues and formal disputes to the SCM.
• Managing elements of the contract management Governance processes in
relation to designated contracts, including representation and leading supplier
review meetings.
• Accountable for working collaboratively with colleagues in the OSAG,
Commercial Contract Management and other HMPPS/MOJ support functions to
inform the management of designated contracts.
• Supporting the National Strategic Contract Management team and national
supplier level management through liaison, consultation, information sharing
and acting on guidance to ensure consistency.
• Accountable for promoting and maintaining effective relationships with
providers and stakeholders.
• Responsible for holding providers to account for their stakeholder engagement
commitments.
• Critically evaluate business demand, needs and priorities in order to inform the
development of contracts within the portfolio.
The duties/responsibilities listed above describe the post as it is at present and is not
intended to be exhaustive. The job holder is expected to accept reasonable
alterations and additional tasks of a similar level that may be necessary. Significant
adjustments may require re-examination under the Job Evaluation Scheme and shall
be discussed in the first instance with the job holder.
Behaviours
• Seeing the Big Picture
• Working Together
• Changing and Improving
• Managing a Quality Service
• Making Effective Decisions
Strengths
It is advised strengths are chosen locally, recommended 4-8.
Experience
• Significant knowledge and experience of probation service practice and service
delivery.
• Contract management and/or commissioning and service development
experience and skills at a management level.
• Knowledge and understanding of the policy and operational practice in a
community and/or custodial environment.
• Project management experience and skills.
• Practical knowledge and understanding of the challenges involved in assuring
delivery of large complicated commercial contracts.
• Ability to work effectively in a complex change management context.
• Experience of working in a comparable operational environment (e.g., within the
criminal justice system or involving delivery of offender/public services),
preferably at management level.
• In-depth knowledge and understanding of strategy, policy and practice in relation
to community based and resettlement services and the skills to apply these to
contract management teams.
• Sound ability to influence and negotiate with stakeholders within a political and
economic environment.
• Experience of assessing and making independent judgements about the
performance of complex services.
• Practical ability to achieve demanding objectives.
• Ability to develop, nurture and foster mature, productive relationships as a
manager with internal and external stakeholders and providers in a complex and
multi-layered delivery landscape.
• Ability to function effectively with a high level of personal resilience.
HQ-JES-1897 Service Manager Probation Services v6.0
Technical
No specific qualifications are essential but experience and qualifications relevant to
Requirements
senior management and contract management are desirable.
Ability
Psychometric tests will not be required to assess the ability of post holders.
Minimum Eligibility
Please do not alter this box
• All candidates are subject to security and identity checks prior to taking up post.
• All external candidates are subject to 6 months’ probation. Internal candidates are
subject to probation if they have not already served a probationary period within
HMPPS.
• All staff are required to declare whether they are a member of a group or
organisation which HMPPS consider to be racist.
Hours of Work
(Unsocial Hours)
Allowances
HQ-JES-1897 Service Manager Probation Services v6.0
Success Profile
Strengths
Behaviours
It is advised strengths
Ability
Experience
Technical
are chosen locally,
recommended 4-8
Seeing the Big Picture
Psychometric tests will
• Significant knowledge and
No specific qualifications are
not be required to assess
experience of probation service
essential but experience and
the ability of post
practice and service delivery.
qualifications relevant to senior
holders.
• Contract management and/or
management and contract
commissioning and service
management are desirable.
development experience and skills
at a management level.
• Knowledge and understanding of
the policy and operational
practice in a community and/or
custodial environment.
• Project management experience
and skills.
• Practical knowledge and
understanding of the challenges
involved in assuring delivery of
large complicated commercial
contracts.
• Ability to work effectively in a
complex change management
context.
• Experience of working in a
comparable operational
environment (e.g., within the
criminal justice system or
involving delivery of
offender/public services),
preferably at management level.
HQ-JES-1897 Service Manager Probation Services v6.0
• In-depth knowledge and
understanding of strategy, policy
and practice in relation to
community based and
resettlement offender services
and the skills to apply these to
contract management teams.
• Sound ability to influence and
negotiate with stakeholders
within a political and economic
environment.
• Experience of assessing and
making independent judgements
about the performance of
complex services.
• Practical ability to achieve
demanding objectives.
• Ability to develop, nurture and
foster mature, productive
relationships as a manager with
internal and external stakeholders
and providers in a complex and
multi-layered delivery landscape.
• Ability to function effectively with
a high level of personal
resilience.
Working Together
Changing and Improving
Managing a Quality Service
Making Effective Decisions
Choose an item.
HQ-JES-1897 Service Manager Probation Services v6.0