Service Catalogue & Central Services Portal Lead

London, England, United Kingdom

12/11/2024

Central Services is at the heart of the Bank and integral to enabling it to deliver its vital mission by providing: assurance of a safe, efficient and robust operational running of the Bank; delivery of a strategic approach to prioritisation, planning and change; achievement of its cultural and sustainability commitments; as well as creating and supporting an employee population that better represents UK society, alongside allowing all to succeed and thrive in the workplace whether through technology or place.

About the Role

The Service Catalogue and Portal lead is responsible for ensuring rigorous clarity for everyone in the Bank about the services that Central Services provides, accountability for these, and the performance standards we aspire to deliver for our customers. The role is a vital enabler of a more effective Central Services, providing transparency about key metrics such as levels of use and cost-to-serve.

Key accountabilities are to:

• Own the development and management of the CS service catalogue to ensure the availability of a consistent and user-centric description of all CS services to customers and what they can expect from them.
• Collaborate with service owners to define and embed a consistent approach to service management that drives improvement in how services are designed, delivered, operated, and improved consistently.
• Manage the definition and monitoring of Service Level Agreements and other key metrics to provide a transparent understanding of service use, quality, and efficiency.
• Collaborate with other Optimisation Unit teams and other stakeholders to reviews of service quality, efficiency, and effectiveness.
• Provide advice based on service monitoring to inform performance improvement targets and resource allocation in order to improve service delivery, efficiency and effectiveness.
• Own the delivery of a modernised CS Portal on behalf of Central Services, defining its requirements and providing leadership for its delivery on behalf of service users.
• Ensuring business need and technology requirements are aligned, delivered, and maintained, working closely with Technology counterparts.

Role Requirements

Minimum:

• Experience of Enterprise Service Management and ITSM approaches
• Demonstrable experience of development and management of service catalogues.
• Experience of generating insight from data to inform effective decision-making.
• Knowledge of all aspects of the project management lifecycle.

Essential:

• Stakeholder management skills with the ability to contribute to and challenge proposed outcomes to support effective decision making.
• A history of being trusted, having created advocacy at a senior level.
• Strong influencing skills, including credibility at the highest levels.
• Excellent communication skills both written and oral.
• Track record of being able to work independently and influence others without direct management.
• Excellent time management and organisational skills and able to cope with pressure and fast paced situations.

Desirable:

• Knowledge of the Bank: the role holder will be required to own the service catalogue and translate the CS offering to the rest of the Bank so understanding of the Bank's structure and objectives will be beneficial.
• Experience of facilitating stakeholder groups to gain consensus.
• Ability to influence colleagues and stakeholders, including through a complex matrix management structure.
• Experience of mobilising and directing large programmes, leading without authority.
• Excellent delivery skills: with the ability to work autonomously to deliver priorities and projects; effectively collaborating with cross-area teams.

Our Approach to Inclusion
The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve.


At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it's by drawing on different perspectives and experiences that we'll continue to make the best decisions for the public.


We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.


For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders.


Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application.


Salary and Benefits Information
We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate.

Salary circa:

London circa £62,635 - £74,000
Leeds circa £56,390 - £66,000


In addition, we also offer a comprehensive benefits package as detailed below:

• A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year.
• A discretionary performance award based on a current award pool.
• A 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days' annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.
  
  

National Security Vetting Process
Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice.

The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.

The Application Process
Important: Please ensure that you complete the 'work history' section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It's therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process.


The assessment process will comprise of two interview stages.

This role closes on 5th Jan 2025.


Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.



Desired Skills and Experience

Experience of Enterprise Service Management and ITSM approaches
Demonstrable experience of development and management of service catalogues.
Experience of generating insight from data to inform effective decision-making.
Knowledge of all aspects of the project management lifecycle.