Job summary
Within the Digital, Data & Technology area of the NCA, as are constantly evolve and expand our capabilities we need people with strong experience of service management practices to ensure that new Services are designed to support our end users in the delivery of their functions.
The quality of the services delivered by the NCA directly impact our ability to meet our mission of tackling serious and organised crime, so these roles are crucial for the success of the NCA and it's wider aims and objectives.
Virtual Open Evening Event
If you would like to find out more about the role and the application process we will be holding virtual opening evenings via MS Teams on Wednesday 6th August 2025 at 18:00.
This event is by invitation only.
To register, please click on the following link Register Here
You will be asked for your name and email address.
Registration will close on 5th August 2025 at 12:00.
You will not be able to register after this date and time.
Please see our privacy policy notice for details on how your data is handled. Privacy Policy Notice
Job description
Your role will sit within the Service Design & Transition team and you will utilise your Service Management experience and knowledge to provide expertise to project teams, ensuring incoming services align to ITIL-based processes.
Your role will involve translating the project’s technical service and end user requirements into a supported, secure and operational service, in alignment with current NCA operational processes. This role involves working with a variety of stakeholders to manage risks and build consensus around a design approach. You will be able to to work in alignment with current standards and policies, and will provide support to wider team members where required.
Duties and Responsibilities
- Understanding and adhering to key Service Design & Transition and wider NCA processes and documentation, ensuring appropriate engagement with the appropriate (internal and/or external) functions: Will adhere to and respect Service Design & Transition processes, as well as any processes outside of the Service Design & Transition practice (e.g. project management office, enterprise design assurance - technology, change enablement.
- Collaborating with stakeholders to translate customer requirements, business requirements and contractual obligations into end-to-end service design: Collaborating with internal and external stakeholders, including project teams, to identify and understand requirements for supporting the service post-implementation. Completing impact analysis of system and regulatory changes, identifying, understanding and assuring service risks, dependencies and issues.
- Working with operational teams to design service wraps and processes, including incident management, change management, problem management, availability management, and other core ITIL practices: Designing and building core ITIL-based processes to support the services you are assigned to. This involves working with key stakeholders, both internally and externally, to ensure the processes are as efficient and in alignment with wider policies as possible.
- Working with suppliers to ensure the support requirements for services can be fulfilled by current contractual obligations, and requesting uplifts where required: Ensuring any new support requirements for a supplier are worked through with the supplier and in place for go-live. Additionally, ensuring the NCA have a method to complete useful supplier management and ensure supplier performance after go-live.
- Ensuring risk management is undertaken appropriately for the services you are assigned: Identifying, understanding and assuring service risks, dependencies and issues. Highlighting to the project manager the impact that these may have on the project, whilst mitigating those within scope.
- Following the Service Design & Transition process utilising key artefacts to capture information gathered: Driving forward the production, collation and completion of service design documentation, including service acceptance criteria.
- Ensuring visibility, transparency and communications are open across teams, including regular reporting on progress: Provide regular updates of progress, challenges, risks, and planned tasks to key stakeholders.
- Present the end-to-end service design at the Service Transition Review Board, gaining approval to proceed into early life support and delivery into business as usual: Presenting at the Service Transition Review Board to receive feedback and seek approval to proceed.
- Championing the Service Design & Transition process, including identifying and implementing continual improvements: Representing the Service Design & Transition team at project level. Provide insight and participate in continual improvement initiatives.
- Potential for supporting multiple services/projects and the wider team: May work across multiple services at the same time. Provide/participate in peer reviews to other team members. Support Junior service Designers where required.
**Please note SC Enhanced on entry - DV STRAP must be obtained whilst in role. Those who do not achieve DV STRAP will be at risk of termination**
Person specification
- Experience of managing a live service: Having experience of managing a live service within a service management function, utilising ITIL-based service support processes.
- Experience of designing service management processes and support models: Having experience of designing service support processes and support models, including processes such as Change Enablement, Incident Management and Request Fulfilment.
- Experience of managing a diverse range of stakeholders: Having experience of working with various stakeholders, both internal and external. Managing communications across multiple channels to ensure correct level of engagement and visibility with stakeholders.
- Knowledge of transitioning new services into a live environment: Understanding of steps required to transition a new services into a live environment. Awareness of the common path to live options that organisations employ to implement a new service or significant changes to a current service.
- Problem solving: Using logic and imagination to make sense of a situation and find an intelligent solution.
Skills, Knowledge or Experience
- Understanding of how a service is designed, including designing support processes.
- Understanding of how a service is transitioned into the live environment, and the relevant gateways/milestones that need to be met in order for this to happen.
Qualifications
Valid ITIL V3 or V4 foundation certificate and / or experience of service design
Benefits
Alongside your salary of £53,232, National Crime Agency contributes £15,421 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
All officers in the NCA are members of the UK Civil Service. You will be eligible for:
Civil Service pension scheme 26 days annual leave rising to 31 on completion of 5 years continuous service.
- If qualifying criteria is met new joiners to the NCA from UK Police Forces or UKIC will have service with those employers taken into account for continuous service purposes for Annual Leave entitlement only, this will be up to a maximum of 31 days leave (including 1 privilege day).
- Training and development opportunities
- Special leave
- Flexible working and family friendly policies
- Cycle to work scheme
- Blue Light scheme
- A range of sporting and other activities on offer
- We can provide flexible working arrangements if the role in question is suitable. This includes flexi-time, job sharing, and compressed hours (working contracted hours over a shorter period).
For further details on benefits please visit our benefits and support page.
Things you need to know
Selection process details
If you wish to apply for this vacancy, you must submit your application by 18/08/2025, 23:55
This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical Skills.
Application Process
In your application you may be asked to provide a selection from among the following: A statement outlining your suitability for the role, Answer specific questions about behaviours, experience, and technical skills, Upload a copy of your CV.
You will be asked to set out your career history, including relevant training and qualifications, with key responsibilities and achievements. Please provide reasons for any gaps in employment within the last two years. Please ensure that the dates of any accreditations you are relying on are entered.
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
For further application guidance, please visit
https://www.nationalcrimeagency.gov.uk/careers/applying-and-onboarding
Essential Criteria
You must meet the essential criteria and evidence this within your application to be considered for the role.
Entry Requirements
In order to progress to the next stage, you will need to pass the following criteria:
Sift Stage
CV
All candidates are required to upload an up-to-date CV demonstrating the below:
- Valid ITIL V3 or V4 foundation certificate and / or experience of service design
Experience Criteria
You will be asked to provide evidence of your experience using a 250-word statement demonstrating the following:
- Practical experience of Service Management
Technical Criteria
You will be asked to provide a 500-word statement demonstrating the following:
- Knowledge and experience of designing or transitioning new or changed IT services
Any applications from candidates not meeting this eligibility criteria will not progress
Longlisting
This vacancy will be assessed using Longlisting.
Longlisting of applications are conducted when we are expecting a large number of candidates to apply for the role being advertised. Longlisting will be scored against the Experience Criteria above.
Interview Stage
Candidates who pass the sift process will then be invited to attend a virtual interview (MS Teams which will assess the following:
Behaviours
- Seeing the Big Picture
- Working Together
- Communicating and Influencing
Experience
- Experience in designing a Service prior to transition
- Experience of bringing a service through Service Transition
Any applications from candidates not meeting this eligibility criteria will not progress.
Interview Outcome
In the event of a tie-break at interview, then the panel will use the lead criteria (behaviour/technical /experience) to determine merit order.
If the leading scores are still tied, the panel will then assess desirable criteria to determine merit order.
If scores are still tied following the review of desirable criteria, then the panel will revert to sift scores to determine merit order.
Candidates will be alerted of the outcome of their interview via the Agency's recruitment portal.
Feedback will only be provided if you attend an interview or assessment.
If your application is successful and we are unable to offer you a post immediately, you will be invited to join our reserve list. If over the next 12 months we are able to offer you a position, we will contact you as soon as possible.
Once we make you an offer you will then go through our vetting and pre-employment checks processes.
Full advert details for this vacancy can found on the advert on the NCA Recruitment Portal. Please follow the link to apply at advertisers' site.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).
See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Medical
Successful candidates will be expected to have a medical.
Nationality requirements
Open to UK nationals only.
Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
- Name :
- Central Recruitment
- Email :
- central.recruitment@nca.gov.uk
Recruitment team
- Email :
- central.recruitment@nca.gov.uk
Further information
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint in relation to any stage of the recruitment and selection process please email central.recruitment@nca.gov.uk. please ensure that you refer to the campaign reference number. If you remain dissatisfied following the outcome of your complaint you have the right to contact the Civil Service Commission to pursue it further.
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission.
We encourage all candidates to visit the NCA careers page for further information.
