Service Owner for multiple public-facing digital services (SM)

Closing date for applications: 14/12/2021
Specialist role
Service manager
Summary of the work
The National Archives are seeking a Service Owner to help define and establish the role in the Digital Services team, carry out key Service Owner tasks, aid wider recruitment in the team, help set overall service vision and define cross-service blueprint and roadmap.
Latest start date
Expected contract length
Three months to end of financial year (31 March 2022) with option to extend by six months.
No specific location, for example they can work remotely
Organisation the work is for
The National Archives
Maximum day rate
Early market engagement
As a department we’re responsible for 200+ products and services making up The National Archives public presence on the web. We’re in the process of consolidating those but even once that’s complete each of our product teams will be responsible for many products/services. To add to that, users often need to interact with multiple products/services, owned by multiple teams, in order to complete journeys. We’re looking for someone to help us define and establish a new Service Owner role to take responsibility for the overall service vision, end-to-end user journey(s), department-level prioritisation, service blueprint and roadmap for the department. We’ve recently introduced a new approach to Product teams in our department and have recruited additional Product Managers to enable that. We are in the process of organising ourselves into four teams – three multidisciplinary teams (Finding, Accessing and Understanding) and one Platform team. We currently have resource gaps in all of the teams which we’re working to recruit into.
Who the specialist will work with
The Service Owner will work closely with the Head of Digital Services, Product Managers, Delivery Mangers and discipline leads as well as members of the wider Digital Services team. They will also be expected to work with colleagues across the Digital Directorate and senior stakeholders across The National Archives as required.
What the specialist will work on
Scoping Service Owner role and responsibilities with HoD, Product and Delivery Managers and key stakeholders. Including how the role interacts with other roles, e.g. Product Managers, and defining how the role could evolve. Test that this role definition ensures nothing falls through the gaps from a service perspective. Lead the definition of an overall service vision and support Product Managers in creating service visions for their areas of responsibility. Lead the definition of a cross-service, multi-year roadmap. With HoD, Operations Manager and team leads, support and help guide wider recruitment in the team, including contributing to job descriptions and interviewing.
Address where the work will take place
Working remotely, but for information our address is Kew, Richmond, Surrey TW9 4DU.
Working arrangements
Remote working will be the main arrangement for this project. Some work may be conducted at The National Archives, Bessant Drive, Richmond, Surrey TW9 4DU, but only when it is appropriate and safe to do so.
Security clearance
Baseline check (blue) security clearance will be required for access to The National Archives and its systems.
Additional terms and conditions
How many specialists to evaluate
Cultural fit criteria
-Work with and offer thought leadership as part of the team. -Share knowledge and experience with other team members. -Be transparent and collaborative when making decisions. -Have a no-blame culture and encourage people to learn from their mistakes. -Take ownership and responsibility for their work. -Excellent communication, willingness to adopt and contribute to TNA’s digital ways of working. -Commitment to and appreciation of a diverse working environment.
Assessment methods
Evaluation weighting
Technical competence 60% Cultural fit 20% Price 20%
Essential skills and experience
  • Previous experience as a Service Owner, ideally in Government, with in-depth understanding of the role from a DDaT framework perspective
  • A credible and expert leader able to inspire and motivate others, lead innovative thinking and take a strategic view
  • Experience of matrix-management, skilled at building trust, reflecting, motivating and challenging team members, and innovating to create or tailor new ways of working
  • Strong diplomacy and negotiation skills, allowing you to engage with colleagues and senior stakeholders, build effective relationships and achieve buy-in collaboratively
  • Experience of working in an agile product development environment, confidently using a range of product management principles and approaches
  • Experience leading collaborative development of service vision, blueprint and roadmap, ideally for multiple interdependent services
  • Excellent organisational and operational delivery skills, with proven experience of working effectively in a fast paced, evolving environment, developing a service over time to meet user needs continuously
  • User-focused, with proven experience of delivering robust, secure and inclusive digital products that meet user needs, technical requirements, legal or policy constraints and the quality expectations of the business
Nice-to-have skills and experience
  • Experience in relevant sector(s) (government, archives, information services, culture and heritage)
  • Familiarity with and experience applying Government Digital Service Standards, Technology Code of Practice and the Spend Control process

Closing date for applications: 14/12/2021

Service Owner for multiple public-facing digital services (SM)

Closing date for applications: 14/12/2021

Specialist role:

Service manager


No specific location, for example they can work remotely


The National Archives

Maximum day rate:


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