IT Service Lead

National Savings and Investments

Apply before 11:55 pm on Monday 11th July 2022



Reference number



40,000 - 43,000
c43,000 London; c40,000 Durham, Lytham, Glasgow


Higher Executive Officer
NS&I Grade 3

Contract type

Fixed Term

Length of employment

12 Months

Business area

NS&I - Business Delivery & Transformation

Type of role


Working pattern


Number of posts



Durham, Glasgow, London, Lytham St Annes


We have two roles available and both are 12 month fixed term contracts.

Working with our IT provider partners, you will ensure that the services provided to NS&Is customers remain available and responsive to their needs within existing Service Level Agreements and Key Performance Indicator frameworks. You will provide assurance that providers are meeting the agreed metrics, and that any breaches are dealt with quickly and effectively. You will work with providers to ensure that adequate reporting mechanisms are in place to monitor the provision of their services, and you will contribute to internal reporting to senior management within NS&I. You will also operate a programme of continual service improvement with providers to ensure that service to our customers remains effective.

NS&I is currently undergoing a major transformation of its IT estate, to move from a single outsourced supplier to a multi-supplier IT model. You will be involved in the shaping of the new service management framework, helping to develop new SLAs, OLAs, KPIs and other measures to ensure the future state NS&I IT services run smoothly and effectively to support our customers. You will help shape the new reporting regime, identifying and implementing new and innovative ways of presenting data captured from across the supplier estate to inform senior stakeholders of the health of NS&Is systems and to help shape future changes and improvements.

In addition, you will perform an assurance role of BAU IT changes provided by the current supplier as we transition to our new future state, ensuring they are fit for purpose and deliver the business requirements as stated.

Job description

Please see attached role profile for full details.


Please see attached role profile for full details.


We'll assess you against these behaviours during the selection process:

  • Communicating and Influencing
  • Changing and Improving
  • Delivering at Pace
  • Leadership
  • Managing a Quality Service

Technical skills

We'll assess you against these technical skills during the selection process:

  • Extensive knowledge and experience in IT service management.
  • Experience of working in or with outsourcing organisations from a client or service provider.
  • Extensive Knowledge and experience of IT Service Management best practices including SLA development and Service Reporting within an outsourced environment.
  • ITIL Practitioner.
  • Experience in proactive management of delivery/technical teams.
  • Experience in the use of Data Analysis and/or Data Management tools
  • Knowledge and experience of Banking/financial services.
  • Experience of working in Waterfall, Agile and other Digital delivery methodologies, including the use of APIs, cloud and other integration technologies.
NS&I is one of the largest savings organisations in the UK with 25 million customers and more than 202 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back over 150 years to 1861.

A small company with a big reach we offer a range of benefits to include flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.

Some benefits of working at NS&I include:

Generous and tailored L&D offering
Hybrid working
Two contributory pension schemes (Alpha & Partnership Pension)
9 day fortnight scheme
Generous annual leave starting at 25 days, increasing to 30 days


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.
To apply please click the link on this advert and follow the steps to complete the application form.

We will sift applications based on the selected technical criteria stated above.

If shortlisted you will be invited to attend a 1 hour panel interview via video call. The interview questions will focus on the selected Civil Service Behaviours.

Interviews will take place from the 27th July to the 1st August 2022

Note we are unable to accept CVs.

This role is subject to Baseline Personnel Security Standard and financial credit checks.

Reserve List

A reserve list may be held for a period of 12 months from which further appointments can be made.

Working for NS&I

NS&I is currently trialling a Hybrid Working Policy and colleagues are expected to work in one of our office locations London, Durham, Lytham or Glasgow a minimum of two days per week. Depending upon the outcome of the trial, the number of occasions you are expected to attend the office may change.

Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at

If you are applying for a role at the same NS&I band as you are currently and the advertised salary is lower than your current salary, if you are successful and accept the role you will need to accept the role at or close to the advertised salary, which would involve your current salary being reduced.

Note to existing permanent employees at NS&I - Please be aware that if you are a permanent employee appointed to a fixed term role, our recruiting principles ensure you will retain your permanent status at the end of this contract. However, you are not guaranteed to return to your original role. At the conclusion of this fixed term period, you may be redeployed to another suitable role at NS&I, offered retraining or will be given priority mover status to find another role in the civil service.

NS&I employees on a fixed term contract moving to another fixed term role, will continue to be employed for a fixed term to the end date of this role. You may apply for suitable roles within NS&I or the civil service.

Further information

Please visit our website for further details about NS&I.

The law requires for selection for appointment to the Civil Service is on merit on the basis for fair and open competition as outlined in the Civil Service recruitment principles. If you feel your application has not been treated in accordance with the recruitment principles and you wish to make a complaint, you should contact in the first instance. If you are not satisfied with the response you receive, you can contact the Civil Service Commission

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

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.
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.
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 : HR Team
  • Email :

Recruitment team :

  • Email :

Further information

If you have a complaint concerning this recruitment campaign, please send your complaint to If you are not satisfied with the response you receive, you can contact the Civil Service Commission

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