Job title: Athena Service Manager
Grade: PO 3
Role code: EL0990
Status: Police Staff

Main purpose of the role:

Direct the provision of high quality technical support to define, develop and manage Service Management processes, including Incident, Problem, Change, Design, Release, Configuration (Hardware and Software), Contracts and Supplier procedures throughout Athena system, in order to Continuously Improve (CI) performance and implement Athena products and services that ensure compliance, best value, security, stability and optimum operational and business benefits to the AMO and Athena users.

Main responsibilities:

  • Manage the delivery of high quality end user technical services, drive performance and standards, consult with users and suppliers, act as the point of escalation for those incidents where service is not restored within agreed service levels and where the incident is of a major or critical nature, act as the Critical Incident Manager, in order to ensure excellent standards of service delivery to Athena system users.
  • Plan and deliver all Athena Service solutions to enhance the end user experience, evaluate and report on changes to provide for continuous improvements, determine day to day priorities, implement in accordance with change management processes, analysing and managing risks, in order to optimise performance, ensuring optimum standards of service delivery and successfully implement new Athena products and services.
  • Review the progress of specific Athena developments supporting the timely delivery of new equipment and devices, using appropriate quality assurance processes to ensure that transition work is documented using appropriate tools, standards and methodologies, ensuring the effective movement of devices to the live environment-, and where necessary, correctly interfacing with the forces existing systems and infrastructure.
  • Design, develop and implement plans and services to meet customer requirements, review and design working practices and procedures for Service Delivery, advising users and working groups within the forces on performance issues, opportunities, risks, impact and planning contingencies, guiding the delivery of a range of equipment, that will satisfy the users expectations and perform to the highest operational standards.
  • Manage the evaluation, critical assessment of standards and quality and reporting of service issues relating to Athena service provision, scrutinising performance, conducting audits and reviewing customer satisfaction, identifying ways of enhancing activity, optimising quality of service and achieving best value, in order to meet targets, customer expectations and satisfy business objectives.
  • Provide comprehensive analytical services to the Service Delivery Board with informed and appropriate recommendations to enable informed decision making, through the maintenance of systems, analysis, evaluation and reporting on data, quality assurance processes, needs assessment and the identification of qualitative and quantitative measures and standards, so as to ensure that the production and dissemination of data satisfies rigorous quality standards and meets business requirements in respect of all ITL processes.
  • Plan and co-ordinate the delivery of an efficient information and advisory service on all implemented ITIL processes, IT performance issues, providing data, producing reports, responding to and as analytical service in respect of all ITIL based management initiatives.
  • Manage and motivate staff within the AMO and Senior Supplier Team, providing direction and leadership,staff appraisals, addressing welfare issues, advising on personal development, training and coaching, in order to help maximise performance from individuals and satisfy personal aspirations, in order to ensure that staff fulfil their potential and contribute effectively to business objectives.
  • Amended October 2019

Vetting level:

Management vetting req.

Necessary experience:

The Service Manager will possess an IT related degree or equivalent industry experience, including significant practical experience in a multifaceted complex IT service system delivery organisation. They will possess at least 3-5 years previous management and supplier management experience within a large scale IT environment and is a member of a relevant professional body (eg BCS, APM etc). This experience would also include detailed knowledge of ITIL Versions 3 accompanied by an ITIL Service Delivery and/or Service Support Managers Certificate.

The post holder must possess a detailed knowledge of, networks and infrastructure and have significant experience in the support and maintenance of IT systems, as well as experience in the planning design, development, configuration, testing and implementation of IT systems and services and all associated installed or management software having regard to priorities of operational and project demands.

It is essential that the post holder is able to think strategically,  nd contribute towards and influence developments within the AMO. The postholder will demonstrate up to date knowledge of policy frameworks, organisational relationships, business processes, procedures for service delivery, reporting procedures, and existing and planned information systems and services. The post holder will provide senior management level representation on behalf of Athena Services and will require confidence and a high level of interpersonal skills to fulfil this role.

The postholder must be able to absorb complex technical information and communicate effectively at all levels to technical and non- technical audiences. An understanding of the implications of new technologies is essential together with the ability to provide clear leadership. He/she should possess strong planning, analytical and problem solving skills with the ability to evaluate processes, identify problems and solutions and to influence and persuade. Good people management skills are required.

The post holder will have the  apacity to assess, evaluate and manage risks. They must the Athena operational systems. Essential attributes include enthusiasm, self-motivation and pro-activity. Strong presentational and interpersonal skills are required.


Analyse Critically (Level 2)

I ensure that the best available evidence from a wide range of sources is taken into account when making decisions. I think about different perspectives and motivations when reviewing information and how this may influence key points. I ask incisive questions to test out facts and assumptions, questioning and challenging the information provided when necessary. I understand when to balance decisive action with due consideration. I recognise patterns, themes and connections between several and diverse sources of information and the best available evidence. I identify when I need to take action on the basis of limited information and think about how to mitigate the risks in doing so. I challenge others to ensure that decisions are made in alignment with our mission, values and the Code of Ethics.

Collaborative (Level 2)

I manage relationships and partnerships for the long term, sharing information and building trust to find the best solutions. I help create joined-up solutions across organisational and geographical boundaries, partner organisations and those the police serve. I understand the local partnership context, helping me to use a range of tailored steps to build support. I work with our partners to decide who is best placed to take the lead on initiatives. I try to anticipate our partners' needs and take action to address these. I do not make assumptions. I check that our partners are getting what they need from the police service. I build commitment from others (including the public) to work together to deliver agreed outcomes.

Deliver, Support and Inspire (Level 2)

I give clear direction and expectations, helping others to understand how their work operates in the wider context. I identify barriers that inhibit performance in my teams and take steps to resolve these, enabling others to perform. I lead the public and / or colleagues, where appropriate, during incidents or through the provision of advice and support. I ensure the efficient use of resources to create the most value and the right impact within my areas. I keep track of changes in the external environment, anticipating both the short and long term potential implications for the Police Service. I motivate and inspire others to achieve their best.

Emotionally Aware (Level 2)

I consider the perspectives of people from a wide range of backgrounds before taking action. I adapt my style and approach according to the needs of the people I am working with, using my own behaviour to achieve the best outcome. I promote a culture that values diversity and encourages challenge. I encourage reflective practice among others and take the time to support others to understand reactions and behaviours. I take responsibility for helping to ensuring the emotional well being of those in my teams. I take the responsibility to deal with any inappropriate behaviours.

Innovative and Open-minded (Level 2)

I explore a number of different sources of information and use a variety of tools when faced with a problem and look for good practice that is not always from policing. I am able to spot opportunities or threats which may influence how I go about my job in the future by using knowledge of trends, new thinking about policing and changing demographics in the population. I am flexible in my approach, changing my plans to make sure that I have the best impact. I encourage others to be creative and take appropriate risks. I share my explorations and understanding of the wider internal and external environment.

Take Ownership (Level 2)

I proactively create a culture of ownership within my areas of work and support others to display personal responsibility. I take responsibility for making improvements to policies, processes and procedures, actively encouraging others to contribute their ideas. I am accountable for the decisions my team make and the activities within our teams. I take personal responsibility for seeing events through to a satisfactory conclusion and for correcting any problems both promptly and openly. I actively encourage and support learning within my teams and colleagues.


Impartiality (accredited)

I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.

Integrity (accredited)

I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.

Public service (accredited)

I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.

Transparency (accredited)

I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.

Technical skills:

Business Planning (Level 3)

Able to effectively contribute to the business planning process within a Division / Department. Demonstrates a broad understanding of the requirements of Force business planning and value for money. Identifies and recommends local objectives and targets for inclusion in the Division / Department plan. Takes responsibility for monitoring these and ensuring they are achieved.

Customer Services (Level 5)

Identifies improvements in service delivery through analysis of customer feed back and performance monitoring. Initiates change in response to customer requirements and evaluates changes designed to improve service to customers.

Data and Systems Security (Level 5)

Demonstrates the skills necessary to carry out assessments of risks for systems within the Force or those under acquisition or development using risk analysis techniques and computer audit software (e.g. CRAMM). Understands the implications of risks and makes informed recommendations to adjust the annual audit plan in light of the results. Able to identify methodologies and approaches for systems under review using recognised audit procedures (e.g. GIAM). Uses these skills to devise Force policy on data and system

Health and Safety (Level 5)

Has received training which enables the effective completion of risk assessments and Health and Safety inspections of premises. Identifies defects or hazards and takes action to resolve any apparent health and safety issues within an area or department. Fully accepts responsibility for the safety of members of staff, as well as visitors and contractors. Monitors the application of health and safety related procedures for the area or department. Possession of a certificate level qualification in Health and Safety is desirable.

ICT - Communications Technology (Level 4)

Possesses a sound knowledge of communications components and characteristics for a wide range of operational needs. Able to use diagnostic techniques and specialist equipment to diagnose and repair many types of defect. Can test radio equipment submitted for repair and complete repairs to components, using documented procedures ensuring quality and best value.

ICT - Systems Implementation (Level 3)

Able to integrate and configure diverse hardware, software and network components into a working system in line with detailed specifications. Proficient in one or more major components of a system, e.g. Microsoft Office.

Information Gathering and Analysis (Level 4)

Is able to identify reliable and appropriate sources of information and select methods of gathering information which are efficient and effective. Has a working knowledge of legislation and policy relevant to the collection, recording, storage and distribution of information.

Information Management and Technology (Level 4)

Can conduct basic computer searches and can correctly interpret data generated. Can create and amend records, according to role requirement. Knows established rules and protocols. Understands impact of data quality, and is self-monitoring on data quality issues.

Internal Consultancy (Level 3)

Demonstrates an understanding of Force business / internal client needs and expectations in relation to the consultancy specialism offered by the Department or Unit. Clarifies client requirements in response to requests for help and support. Collects and analyses relevant data, using appropriate methodologies and offers practical solutions which meet client requirements. Builds and develops effective working relationships with clients.

Interviewing - General (Level 3)

Demonstrates the ability to conduct effective routine interviews for a variety of purposes. Prepares and plans carefully and is clear about the purpose of the interview. Asks relevant questions and is able to obtain the required information. Regularly reviews personal interview performance. Adapts style to suit the needs of the interview.

Knowledge of Police Environment and Policy (Level 5)

Has a thorough understanding of the police service, nationally and locally, and is proactive in developing proposals which affect the way Kent Police and/or Essex Police operates. Possesses a detailed understanding of the inter-relationships between activities, roles, functions, and how organisation structures and police systems work. Understands and impacts on working procedures, practices and policies within areas of responsibility and ensures that these are followed at all times. Contributes to Force goals and is laccountable for delivering local business plan objectives.

Management of Police Information (MOPI) (Level 4)

Full compliance with Level 3. Has successfully completed all standard relevant Information Management and Security training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents and has working understanding of appropriate National Retention Schedules. Is able to quality assure own records management processes as well as those of any staff for whom they have supervisory responsibility. Is aware of where to seek further support in relation to Records management within force when necessary. If nominated as an Information Asset Assistant is familiar with the NPCC Information Asset Owners Handbook.

Risk Management (Level 4)

Able to anticipate risks likely to affect the team's ability to execute their function, in terms of likelihood and impact, and assesses how the challenges facing the wider organisation might affect their team and their objectives. Has an understanding of pathways to alert local managers to flawed or ineffective operational control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.