Awarded to Netsource Limited

Start date: Tuesday 1 October 2019
Value: £402,110
Company size: SME
Home Office, Digital, Data and Technology

NLEDP 143 - DOS Sustainment Manager

10 Incomplete applications

9 SME, 1 large

24 Completed applications

21 SME, 3 large

Important dates

Monday 30 September 2019
Deadline for asking questions
Wednesday 2 October 2019 at 11:59pm GMT
Closing date for applications
Monday 7 October 2019 at 11:59pm GMT


Specialist role
Service manager
Summary of the work
Developing sustainable operational capability to support the business as usual operation of PPPT services. Including management of problems, incidents raised.

Defining requirements, support operational running , regular reporting, control mechanisms

Responsible for delivery of Funding Strategy and Plan, Transition Strategy and Plan, defined Service Catalogue, Sustainment TOM, and Organisation Design.
Latest start date
Friday 1 November 2019
Expected contract length
6 - 12 months
Organisation the work is for
Home Office, Digital, Data and Technology
Maximum day rate

About the work

Early market engagement
Who the specialist will work with
You will support the Policy, Compliance and Sustainment Workstream Lead. You will lead a small, mixed team of Civil Servants and Contractors. You will also work closely with colleague's in Operational Communications in Policing and Home Office DDaT Enterprise Services as key stakeholders of this work.
What the specialist will work on
You will establish a clear strategy for designing and standing up the Sustainment Business Services layer of the Police and Public Protection Technology support organisation.
You will establish a Target Operating Model for the 'sustainment organisation', create a design for an ITiL aligned 'sustainment organisation'. You will outline scope and requirements for delivering the proposed TOM.
You will lead planning for Sustainment.
Lead on organisational design activities necessary to put in place the 'sustainment organisation' and will lead activity to put that organisation in place.
Act as an interim service lead for any services not yet transitioned to operations.

Work setup

Address where the work will take place
Croydon, Westminster, Travel to stakeholder sites will also be required.
Working arrangements
On site full time Mon-Fri 9-5 - due to security requirements of programme and co-location with core stakeholders and suppliers.
However there will be times when you may be required to work additional hours.
Security clearance

Additional information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Operating Model Design - design and implementation of an integrated organisational structure, role profiles, culture, performance measures, competencies and skills to enable change
  • ITIL and Service Management – defining SLAs
  • Stakeholder Engagement - Strong communications, relationship building, negotiation and influencing skills; able to ensure that advice regarding the service specialism is acted upon.
  • Service Design- planning, implementation, control and review and audit of service provision to meet customer requirements.
  • Business Analysis- Methodical investigation, analysis, review and documentation of business functions and processes.
Nice-to-have skills and experience
  • Public Sector Funding Models (or similar)
  • Knowledge and Understanding of Law Enforcement Operating Models
  • Knowledge and Understanding of the government digital agenda
  • Organisational Design- design and implementation of an integrated organisational structure, role profiles, culture, performance measures, competencies and skills to enable change
  • Service Acceptance

How suppliers will be evaluated

How many specialists to evaluate
Cultural fit criteria
  • Demonstrate commitment to excellence and improvement (for example, through seeking actionable feedback, setting targets etc.)
  • Transparent and collaborative when making decisions and recommendations
  • Have a no-blame culture and encourage people to learn from their mistakes
  • Demonstrate courage (for example, express controversial views, make tough decisions, question actions inconsistent with group behaviours, candid about progress/estimates)
Assessment methods
  • Work history
  • Interview
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Is there a current incumbent?
Yes, however, the scope of this role will be broader than the existing role.
2. Could the Authority please provide a statement of how it would describe "Sustainment Business Services"?
As Sustainment Service Manager, you will play an integral role in shaping how the future of a new law enforcement service will operate in a BAU environment. You will plan and scope the business service aspects for the service in Sustainment including utilising previous work that established a comprehensive map of current governance processes and then develop a governance framework and regime to manage it, and agreeing these across the business. The business service governance aspects of the live service example activities would be funding model, ongoing product management, policy and compliance etc
3. 3. Is this for an SME or an individual only? For example, 2 people sharing the role with different strengths
This is for an individual only.
4. 4. This is clearly a project. What project methodology do you prefer?
The applicant should have an understanding of Agile & Waterfall methodologies, as well as ITIL
5. Will you sponsor SC?
If the successful applicant does not hold SC clearance then the Home Office will sponsor the individual