3378 - IT Service Manager (Portfolio)

Welsh Government; Wales; On-site; GBP 38,000; Full time

Job summary

A regional government agency in the UK is seeking an IT Service Manager to maintain and improve the IT Service Portfolio. The role involves analyzing service performance, supporting delivery processes, and collaborating with various teams. Candidates should have strong organizational abilities and experience in service management. The position offers an annual salary of £37,111 with additional benefits including pension contributions and opportunities for professional development.

Benefits

Pension scheme with employer contributions

Flexible working options

Learning and development opportunities

Inclusive workplace culture

Qualifications

• Experience managing IT service portfolios effectively.
• Proven ability to analyze and improve service management processes.
• Strong communication skills to engage with stakeholders.

Responsibilities

• Maintain the IT Service Portfolio and ensure its accuracy.
• Support the delivery and governance of services.
• Track performance and report on portfolio status.

Skills

Business Analysis

Ownership and Initiative

Organizational Skills

Strategic Thinking

Communication Skills

Attention to Detail

Team Collaboration

Adaptability

Job description

The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services.

To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens. For more information about the benefits of making a difference with us, please see the Employee Benefits Pack. The IT Service Manager (Portfolio) will report to a Senior IT Service Manager. It is a key role in IT Service Management that helps align services with business needs and objectives, and involves planning, designing, developing, and maintaining an IT Service Portfolio.

IT Service Portfolio

The IT Service Portfolio is a comprehensive and detailed collection of services. It encompasses all the services currently offered, those being developed and those that have been retired as follows:

• Service Pipeline – captures services that are planned or in‑progress (under development), or consideration for future deployment but are not yet available to customers. It represents the organisation’s strategic plans and service development roadmap.
• Service Catalog – captures all the live business and technical services.
• Retired Services – details all services that have been retired and stores any essential historical information.

Key Responsibilities

• Ensure the portfolio and wider IT Service operations knowledge library are maintained.
• Support teams to follow governance and delivery processes.
• Manage the tracking, analysis, review and delivery of services including any associated costs such as maintenance and support.
• Assist with the transition of new projects and services into live operations.
• Support the prioritisation of services, projects and programmes.
• Support stakeholders to understand the performance of work and any related risks.
• Support service management and leadership in making improvements.
• Track the performance of the portfolio and report on its status to senior management and stakeholders.
• Manage and maintain the Service Portfolio regularly checking content to ensure it is accurate, complete and current.
• Ensure documentation related to the Service Portfolio and Services is saved in the organisation’s corporate document management tool.
• Ensure the Service Portfolio content is consistent with other data sources (Solution Design Authority, Project Pipeline, Transition Tracker and Operational Information/Documentation).
• Assess new services in the pipeline for Service Portfolio fit and resource allocation.
• Update the Service Portfolio to reflect retired services and ensure the overall portfolio balance is maintained.
• Maintain the review schedule for services within the Service Portfolio.
• Support individuals with Service Portfolio related roles and obligations to discharge their responsibilities of following process and best practice effectively.
• Actively champion, communicate and engage with the business and teams in all matters relating to the Service Portfolio.
• Support Service Managers and Technical Teams with relevant guidance in managing the Service Portfolio.
• Assist Service Managers in engaging with Business Owners to confirm ownership and ensure their requirements are met.
• Document and maintain Service Portfolio processes and guidance.
• Facilitate communication and collaboration between IT and other business units, as well as with project managers and teams.
• Support Service Managers in taking ownership of Service Portfolio areas and understanding the associated tasks.
• Engage with technical teams to ensure the Service Portfolio meets their requirements.
• Work closely with Service Transition and Service Management to support the transition of services.
• Help develop and deliver reporting on Service Portfolio performance, risks and key insights to stakeholders.
• Work closely with project management to help prepare the required information to support the procurement or development of a Service Portfolio tool.
• Gather feedback from Service Managers, Technical Teams, Business Owners and Service Owners to ensure continuous improvement.
• Identify and address areas for improvement in Service Portfolio management processes and practices.
• Any other tasks as requested by management commensurate with the grade and role.

Behaviours

• Working Together

Technical Skills

• Business Analysis: lead the collection of information and creation of recommendations for improvements.
• Ownership and Initiative: take accountability for issues that occur and be proactive in searching for potential problems.

Selection Process

Number of stages: 2 stage process.

1. Stage 1 – Application Form.
2. Stage 2 – Interview.

Feedback will only be provided if you attend an interview or assessment.

Security

• Successful candidates must undergo a criminal record check.
• Successful candidates must meet the security requirements before they can be appointed. The level of security needed is a security check.
• See our vetting charter.
• People working with government assets must complete baseline personnel security standard checks.

Nationality Requirements

• UK nationals.
• Nationals of the Republic of Ireland.
• Nationals of Commonwealth countries who have the right to work in the UK.
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre‑settled status under the European Union Settlement Scheme (EUSS).
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre‑settled status under the European Union Settlement Scheme (EUSS).
• Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020.
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service.

We recruit by merit on the basis of fair and open competition. Please see the Civil Service Commission’s recruitment principles on the Commission’s website. If you feel your application has not been treated in accordance with these principles and wish to make a complaint, please email [e-mail]. Please ensure that you refer to the vacancy reference number. If you are not satisfied with the response you receive from the Welsh Government, you can contact the Civil Service Commission: [e-mail].

Key Qualities

• Highly organised, with excellent planning and coordination skills to manage multiple services and dependencies.
• Strategic thinkers, able to align the IT service portfolio with organisational goals and priorities.
• Detail‑oriented, ensuring accuracy in service data, reporting and compliance with governance standards.
• Proactive with a strong drive to optimise service value and manage costs effectively.
• Collaborative team players, willing to share knowledge and work closely with service owners, stakeholders, and technical teams.
• Effective communicators, able to present complex information clearly to senior management and diverse audiences.
• Adaptable and resilient, comfortable managing change and working in a dynamic, fast‑paced environment.
• Committed to continuous improvement, seeking opportunities to enhance service performance and portfolio maturity.

Salary and Benefits

Alongside your salary of £37,111, Welsh Government contributes £10,751 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• A Civil Service pension with an employer contribution of 28.97 %.