IT Service Manager

Job summary

Are you a collaborative and confident leader who can bring people together to achieve shared goals?

Do you thrive in a fast-paced environment where no two days are the same?

If you enjoy variety, problem-solving and working with people from across the organisation, this could be the role for you.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVLA - Driver and Vehicle Licensing Agency – Civil Service Careers

Job description

IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services, working with teams from IT service operations.

An IT Service Manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.

The role supports the Senior Service Manager in providing effective management for a portfolio of services, being a point of contact for their specific services, including addressing service-related issues, assessing and sponsoring changes. The role also supports the transitioning of new services from Dev Ops pipeline into production/Live Service.

The role involves working across multi-functional teams, including IT development and support teams, as well as business stakeholders. The role is responsible for live service performance and contributes to the continuous improvement of services. The role supports the Senior IT Service Manager to deliver on their strategic priorities.

Your responsibilities will include, but aren’t limited to:

• Work with Senior IT Service Manager to define and document Service Level Agreements and Operational Level Agreements. Monitor, measure, and report on the IT services that are being provided and planned. Regularly review SLAs/OLAs to ensure that they are still relevant and achievable.
• Ensuring effective management, working, and engaging with a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.
• Ensure that all service and support functions remain responsive to customer needs. Act as a stakeholder in the Incident Management practice and pursue the delivery of recommendations following Incident & Problem reports relating to the protection of SLAs.
• Support IT Strategic Programmes of work, assisting in the achievement of successful business outcomes. Attending relevant Project Meetings: Service Engagement Workshops, checkpoints, stand-ups, Risks, Quality Service Gates, Implementation Walkthroughs, Technical Readiness Reviews, Go-Live Boards.
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Open Sessions: Would you like to find out more about the role, the team and what it’s like to work in our department? If so, we are organising an open session where you can virtually 'meet the team' on Tuesday 3rd November at 12pm. Sign up here https://www.ticketsource.com/dvlaitsrecruitment/seo-it-service-manager-familiarisation-session/2026…

Person specification

Required experience:

To be successful in this role you will need to have the following experience:

• You must hold a foundation qualification in a relevant industry best practice framework such as ITIL or SRE or be willing to work towards completing this within 18 months.
• Experience of operating and supporting digital products or services within an IT Service Management framework, such as ITIL v4.
• Knowledge of service transition, incident management, and service level management across both on-premise and cloud-hosted services.
• Strong leadership, influencing and stakeholder management skills, with the confidence to challenge and engage effectively at all levels.
• Excellent communication and organisational skills, with the ability to prioritise competing demands, tailor messages to different audiences, and manage a varied workload.
• A proactive approach to service improvement, with the ability to make informed decisions in a fast-paced environment and ensure services remain fit for purpose amidst ongoing change.

Additional Information

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 53 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 35 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working a