We talk a lot about building “digital services so good, people prefer to use them”; but we don’t often talk about the people who are going to run those services.
These people are very important. They’re in charge of building, then maintaining, services that meet user needs and the criteria set out in the service standard. Government is going to be hiring a lot of service managers in the coming years, as the work of digital transformation continues.
So what’s it like being a service manager? What sort of things does a service manager think about all day? What’s inside a service manager’s head?