Methods

• Own the product vision, roadmap, and backlog for all internal Managed Services tooling, with HALO ITSM as the primary platform. • Ensure tooling supports efficient, scalable, and auditable service delivery across all customer accounts. • Translate operational, service, and business needs into clearly defined, prioritised product backlog items. • Balance competing demands across teams, ensuring tooling development focuses on maximum operational value and risk reduction. • Act as the authority on tooling scope, configuration standards, and intended use, preventing tool sprawl and inconsistent practices. • Ensure tooling changes are assessed for operational impact, aligned to ITIL practices, and introduced in a controlled manner. • Drive continual improvement through data‑led insights, KPIs, user feedback, and service performance trends. • Represent internal tooling at governance forums, service reviews, and leadership discussions.

We are building a permanent AMS capability to support a set of critical government services and are looking for an experienced AMS Engineer to be part of that foundation. This role combines hands-on technical support with long-term ownership of applications, service quality, and operational improvement. You will play a key role in improving stability, resilience, and supportability of systems over time. This is a technical engineering position operating at 2nd/3rd line, closely aligned with development and delivery teams. PLEASE Note this role will work 40 hours per week - Monday to Saturday in shifts patterns from 8 - 4pm, 12 - 8pm and 9 - 5pm Covering around one Saturday in every 6

We are building a permanent AMS capability to support a set of critical government services and are looking for an experienced AMS Engineer to be part of that foundation. This role combines hands-on technical support with long-term ownership of applications, service quality, and operational improvement. You will play a key role in improving stability, resilience, and supportability of systems over time. This is a technical engineering position operating at 2nd/3rd line, closely aligned with development and delivery teams. PLEASE Note this role will work 40 hours per week - Monday to Saturday in shifts patterns from 8 - 4pm, 12 - 8pm and 9 - 5pm Covering around one Saturday in every 6

Role Description The Product Manager (Tooling) is accountable for the end‑to‑end management, evolution, and value realisation of internal operational tooling used across Managed Services. The role ensures that all tooling platforms are: - fit for operational purpose, - aligned to service delivery and ITIL best practices, - consistently configured and governed, - scalable and continually improved in line with business priorities. While HALO represents a significant focus, the role explicitly manages the wider internal tooling estate, including (but not limited to) Netcall, TeamViewer, and any future platforms introduced to support service delivery, automation, reporting, or customer experience. The Product Manager acts as the single point of responsibility for tooling vision, backlog prioritisation, and stakeholder alignment, working closely with Service Operations, Cyber, Service Desk, and Delivery teams as well as customers. The Product Manager acts as the bridge between stakeholders and the platforms, translating business needs into scalable solutions, prioritising effectively, and protecting the core design principles (particularly around standardisation and avoiding unnecessary customisation). Accountabilities - Own the product vision, roadmap, and backlog for all internal Managed Services tooling, with HALO ITSM as the primary platform. - Ensure tooling supports efficient, scalable, and auditable service delivery across all customer accounts. - Translate operational, service, and business needs into clearly defined, prioritised product backlog items. - Balance competing demands across teams, ensuring tooling development focuses on maximum operational value and risk reduction. - Act as the authority on tooling scope, configuration standards, and intended use, preventing tool sprawl and inconsistent practices. - Ensure tooling changes are assessed for operational impact, aligned to ITIL practices, and introduced in a controlled manner. - Drive continual improvement through data‑led insights, KPIs, user feedback, and service performance trends. - Represent internal tooling at governance forums, service reviews, and leadership discussions. Responsibilities - Maintain and prioritise a single, transparent backlog covering all internal tooling. - Define clear user stories, acceptance criteria, and outcomes for tooling enhancements. - Ensure backlog items are sized, sequenced, and ready for delivery by technical teams. - Prioritise backlog items based on: - Client impact - Commercial value - Service efficiency - Risk reduction - Regularly review and re‑prioritise work in response to operational demand and strategic direction. - Act as the Product Manager for HALO, including: - configuration standards, - workflow design, - reporting and dashboards, - integrations with other internal systems. - Ensure HALO supports ITIL‑aligned processes (Incident, Request, Change, Problem, Knowledge). - Support client onboarding and offboarding within HALO. - Lead and manage the evolution of HALO in line with Managed Services maturity and scale, aligned with internal Continual Improvement practices. - Lead, manage and govern additional internal tools (e.g. Netcall, TeamViewer), ensuring: - clear purpose and scope, - defined ownership and support models, - alignment with service workflows and data standards. - Assess and onboard new tooling where a clear business case exists. - Prevent duplication of capability and unmanaged tool adoption. - Work closely with Service Operations, Cyber, Service Desk, and Engineering leads to ensure tooling reflects how services are actually delivered. - Ensure tooling enables accurate SLA tracking, reporting, audit trails, and governance. - Support the Clients Monthly service reporting collateral and reports by providing dashboards, graphics, metrics and any other agreed data that enhances the client experience. - Support service onboarding and acceptance activities by ensuring tooling readiness. - Ensure the tooling platforms support effective contract management and service compliance. - Ensure the tooling platforms provide accurate billing inputs (time, materials, managed contracts). - Work closely with Finance and Service Management teams to ensure data accuracy. - Ensure tooling configurations meet relevant internal and client audit, compliance and assurance requirements (including, but not limited to, ISO270001, GDPR, CE+). - Support profitability through efficient process design. - Act as the primary interface between operational teams and technical delivery resources for tooling. - Manage expectations, communicate priorities, and provide visibility of roadmap progress. - Provide leadership reporting on tooling health, risks, and improvement initiatives. - Drive adoption of tooling capabilities across both internal and external teams. - Any other duties as and when required commensurate with organisational position. Qualifications - Experience in a Product Manager, Service Tooling, or Service Management role within an MSP or complex IT environment. - Strong understanding of ITIL practices and how tooling underpins service delivery. - Experience owning or governing ITSM platforms and associated tooling ecosystems. Requirements - Strong backlog prioritisation and stakeholder management skills. - Ability to translate operational pain points into clear product requirements. - Comfortable balancing strategic direction with tactical operational needs. - Data‑driven mindset with a focus on measurable outcomes and value. - Clear communicator, able to engage credibly with both technical and non‑technical stakeholders. Benefits - Autonomy to develop and grow your skills and experience. - Be part of exciting project work that is making a difference in society. - Strong, inspiring and thought-provoking leadership. - A supportive and collaborative environment. - Development access to LinkedIn Learning, a management development programme and training. - Wellness 24/7 Confidential employee assistance programme. - Social – Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes. - Time off 25 days a year. - Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution. - Life Assurance of 4 times base salary. - Private Medical Insurance which is non-contributory (spouse and dependants included). - Worldwide Travel Insurance which is non-contributory (spouse and dependants included).

• Involvement in initial customer engagements to articulate Methods BDT capabilities and help shape customer technical strategy and requirements. • Own the technical solution required to meet a customer’s specification, liaising proactively with colleagues and external partners, as necessary, to deliver technically elegant, feasible and commercially viable solutions. • Construction of a cost model to support the implementation and ongoing delivery of the solution. • Own and manage any risks associated with solution development and implementation. • Undertake, where required, authorship and/or review of technical elements of proposal documentation • Take the technical lead in the presentation of technical and commercial solutions to a customer, in collaboration with the sales team. • Provide technical support in contract negotiations and development. • Ensure effective handover of technical solution to delivery teams, in conjunction with the Programme Managers. • Contribute to the development of Methods BDT technical solutions and capabilities, keeping abreast of industry developments and proposing innovation. • Quality Assurance of Technical Solutions proposed and /or implemented by Technical Architects or Engineers, where required. • Conceptualising and designing complex solutions, covering multiple sites, and including hosted Data Centre infrastructures. • Perform presales activity in support of the Business Development, Solution Architecture and Sales teams. • The role requires detailed design skills specific to the individual’s technology specialisation, complemented by an architecture-level appreciation of all relevant complementary technologies. • Initiate an ongoing, proactive approach, working alongside colleagues in developing and delivering service offerings based on industry best practice and new-to-market technologies. • Understand and develop the opportunities within their customer accounts. • Maintain a broad understanding across Microsoft technologies and be willing to complete training (including the passing of relevant exams and accreditations) in Microsoft technologies that are identified as pertinent to your role and to maintain and gain Methods BDT certifications and accreditations. • Subject Matter Expert (SME) in agreed technologies in line with Methods BDT solutions and designs. • Mentor and guide team to build and develop their skills to meet the requirements of Methods BDT and customers. • Work with Management team to build repeatable, robust, policies, processes and approaches to enable consistent and best practices solution delivery. • Provide support to Managed Services and Delivery Engineers as SME • All other duties as required.

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future. Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio. Methods is part of the Global Alten Group.

• Effective business acumen and an understanding of the cyber security challenges faced by client, with the ability to interact with senior stakeholders across departments • Experience of identifying and applying security risk and familiarity with common control frameworks • Managing, delivering and leading cyber security and cyber risk assignments, including producing documentation, reports, recommendations and quality assuring the work produced by team members. • Working as a subject matter expert in your particular field to support a team and managing a larger team in delivering engagements at scale, with the appropriate reach and influence a across the teams and communities. • Maintaining awareness of key business and industry trends and understanding how they impact responses to cyber risk. • Ability to research, articulate and pitch complex and innovative architecture and security advice, at both business and technical levels, for new or existing problems and be able to justify and communicate design decisions directly to key customer stakeholders including senior management • Working in a particular field as subject matter expert, to support a team in delivering engagements at scale, which may require subtle security needs • Develop vision, principles and strategy for security architects for one project or technology • Providing our clients with trusted advice, rooted in a pragmatic and agnostic understanding of their business situation and objectives, to help them navigate complex, risk-driven Cyber decisions. • Able to understand and comprehend the impact of decisions, balancing requirements and deciding between approaches • Investigating major breaches of security and recommending appropriate control improvements. • Contributing to development of information security policy, standards, procedures and guidelines. • Be the point of escalation for architects in lower grade roles, with the ability to lead the technical design of systems and services

• Lead the design and improvement of CI/CD platforms and workflows • Own complex technical problems from discovery through to solution • Define and promote engineering standards and best practice • Design Infrastructure as Code solutions for cloud and hybrid platforms • Provide technical leadership within delivery teams • Mentor and develop junior and mid-level engineers • Review designs, code and pipelines • Work closely with architects, product owners and stakeholders • Communicate trade-offs and decisions clearly • Contribute to roadmap planning and technical strategy

• Lead and contribute to **business architecture and operating-model work** across discovery, design and delivery phases • Develop and maintain **capability models, value streams, service maps, operating models and transformation roadmaps** • Translate complex organisational and delivery challenges into **clear, structured, decision-ready artefacts** • Work with **product, delivery, technology and policy teams** to align change initiatives to **strategic and organisational intent** • Facilitate senior-level workshops to support **portfolio prioritisation, investment decisions and organisational design** • Ensure business architecture is **practical, usable and delivery-aligned**, not academic or unimplementable • Support the integration of **business architecture with agile, programme and portfolio delivery** • Assure quality, coherence and traceability of business architecture artefacts across engagements • Contributing to Methods Business Change Community of Practice and mentoring others in Business Architecture