Job summary
Within the Digital, Data & Technology area of the NCA, our constantly evolving and expanding capabilities means we need people with extensive experience and knowledge of service management and in particular service design and transition in order to ensure the services being delivered by the Agency are fit for purpose, secure, and supported.
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 06/08/2025 at 1800.
This event is by invitation only.
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Registration will close on 05/08/25 at 1200 noon.
You will not be able to register after this date and time.
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Job description
Your role will sit within the Service Design & Transition team, and you will provide service design and transition expertise to projects and programmes, advising and gathering requirements, agreeing the path to live, and any milestones required to be met in order to reach live. You will lead on designing the end-to-end journey of often complex services coming through the pipeline, from conception to full rollout. This role involves working with a variety of stakeholders to manage risks and build consensus around a design approach.
You will be able to work autonomously, in alignment with current standards and policies, and will support other designers across the team where required.
Person specification
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 to identify requirements and design service support wraps that meet the needs of the business, customers and service, aligning with Digital, Data & Technology and operational models, reporting and governance. These requirements and designs must describe the scope of services, delivery model(s), people, processes, Service Level Agreements (SLAs) and supporting Operational Level Agreements (OLAs) in order for the service to enter business as usual.
Supporting the project manager, and other related project stakeholders, to understand the Service Design & Transition process, impact, risks, and dependencies.
- Working with project managers to ensure Service Design & Transition tasks and deliverables are accounted for in the overall project plan to enable build, test, deployment, and early life support plans for changes to IT Services.
- Completing impact analysis of system and regulatory changes, 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 their scope.
Building a close working relationship with the Operations teams to ensure that all implemented and/or changed end-to-end Services are capable of delivering to target service levels and Key Performance Indicators.
- Ensure Digital, Data & Technology stakeholders have awareness and have accepted the Service Design (or have approved caveats which can be delivered during transition) enabling projects to progress the delivery stage of the lifecycle.
Broad stakeholder management activities, ensuring visibility, transparency and communications are open across teams and stakeholders.
- Provide regular Service Design & Transition updates of progress, challenges, risks, and planned tasks to key stakeholders. Senior Service Designers may need to work with digital and data leaders in the NCA, when required.
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. This will involve collaboration, support and input from project management office(s), security, service integration & management, finance, commercial, and support teams/managed service providers.
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 potential improvements
- Representing the Service Design & Transition team at senior levels. Provide insight and participate in Service Design & Transition continual improvement initiatives.
Supporting multiple services/projects and the wider Service Design & Transition team
- May lead multiple complex service designs at the same time.
- Provide/participate in Transition Management peer reviews to other Service Design & Transition designers and team members inside and outside of their demand projects.
Line management responsibilities
- Potential scope for line management responsibilities to the more junior members of the team, if required.
Skills, Knowledge and Experience
Experience of designing complex services in a multi-supplier space
- Having experience of designing various services that range in complexity and requirements, some requiring liaising with multiple suppliers.
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. Managing stakeholders who have conflicting points of view and priorities.
Experience of transitioning new services into a live environment
- Having experience of transitioning 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.
Experience of working in an Agile environment
- Having experience of working with project and delivery teams who work using Agile methodology
Problem solving
- Using logic and imagination to make sense of a situation and find an intelligent solution.
Qualifications
ITIL V3 or V4 foundation certification or equivalent experience of service design.
Behaviours
We'll assess you against these behaviours during the selection process:
- Working Together
- Communicating and Influencing
- Seeing the Big Picture
- Leadership
Technical skills
We'll assess you against these technical skills during the selection process:
- Practical experience of designing or transitioning new or changed IT services
Benefits
Alongside your salary of £64,759, National Crime Agency contributes £18,760 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
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
If you wish to apply for this vacancy, you must submit your application by 18/08/2025, 23:55
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. For further application guidance, please visit
https://www.nationalcrimeagency.gov.uk/careers/applying-and-onboarding
Once submitted, receipt of your application will be acknowledged.
Sift Process
Candidates must pass this criteria for their application to be progressed.
Sift
CV
All candidates are required to upload an up-to-date CV demonstrating the below
- ITIL V3 or V4 foundation certification or equivalent experience of service design.
Experience Criteria
250-word statement demonstrating the following
- Experience of Service Management
Please note in order to progress to full sift candidates will need to pass the CV and Experience Criteria
Technical Criteria
500-word statement demonstrating the following
- Practical experience of designing or transitioning new or changed IT services
Interview Details
You will then be asked to attend an interview in order to have a more in-depth discussion of your previous experience and professional competence.
Candidates who pass the sift process will then be invited to attend a virtual interview (MS Teams) assessing the following:
Experience Criteria
- Experience of designing a service prior to transition
- Experience of bringing a service through transition
Behaviour Criteria
- Working together
- Communicating and Influencing
- Seeing the Big Picture
- Leadership
Technical Criteria
Candidates invited to interview will be required to complete a 5 Minute Presentation assessing Practical experience of designing or transitioning new or changed IT services
Full Details will be provided to the successful candidates
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 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
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)
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.
