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Contract Service Manager – 69927
£44,332 – £53,201
Multiple Locations


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

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.


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, Activities and Duties    

The job holder will be required to carry out the following responsibilities, activities 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.
  • 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.


  • Seeing the Big Picture
  • Working Together
  • Changing and Improving
  • Managing a Quality Service
  • Making Effective Decisions


  • 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.

Technical Requirements   

No specific qualifications are essential but experience and qualifications relevant to senior management and contract management are desirable.


Psychometric tests will not be required to assess the ability of post holders.


£44,332 - £53,201

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Standard working hours for this post are 37 hours per week excluding breaks which are unpaid.

If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years. Applications are invited from suitable qualified staff.

The Loan/Secondment is subject to the approval of the selected candidate’s Business Unit, which should be obtained before confirmation of appointment.


Annual Leave

-The holiday year runs from 1 March. If you work a non standard work pattern your leave entitlement may be expressed in either hours or days as appropriate. Leave entitlement is calculated on a pro-rata basis and you will be advised of your actual entitlement on appointment. If you were appointed internally and your leave was previously calculated in days, this will continue to be the case.

Bank, Public and Privilege Holidays

-You are entitled to 9 days (66 hours 36 minutes) in recognition of bank, public and privilege holidays. These hours are added to your annual leave allowance. There is a requirement to work some public and bank holidays subject to your shift pattern and the operational needs of the establishment


-The Civil Service offers a choice of two pension schemes, giving you the flexibility to choose the pension that suits you best.

Work Life Balance

HM Prison & Probation Service  (HMPPS) is keen to encourage alternative working arrangements. Work life balance provides greater opportunities for staff to work more flexibly wherever managers and establishments can accommodate requests to do so. HMPPS offers flexible working subject to completion of a satisfactory probationary period and NVQ

Season Ticket Advance

-After two months’ service, you’ll be eligible to apply for a season ticket advance to purchase a quarterly or longer-period season ticket for travel between home and your place of work

Childcare Vouchers

For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers


HMPPS is committed to staff development and offers a range of training and development opportunities, including areas such as Equality and Diversity, Dealing with Challenging Behaviour, Suicide Prevention and Anti Bullying Programmes

-There are opportunities to access promotion programmes and HMPPS provides a variety of training appropriate to individual posts

-All staff receive security and diversity training and an individual induction programme into their new roles


-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 the HMPPS considers to be racist

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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: