Digital Services Supplier Manager

Driver and Vehicle Licensing Agency (DVLA); Swansea; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Pension plan

On-site nursery

Cafeteria

Employee support

Job summary

DVLA seeks a Digital Services Supplier Manager to lead a small team, oversee supplier governance, and ensure services meet customer needs through performance monitoring and continual improvement.

You will influence supplier relationships, support major change activity, and promote a culture of inclusion, with flexible working options and a strong focus on work-life balance.

Qualifications

• Experience in ITSM and IT operations.
• Proven leadership and line-management experience.
• Strong stakeholder engagement and communication skills.

Responsibilities

• Lead, mentor and manage the Digital Services Supplier Management team to ensure customer-centric support and service availability.
• Hold regular service review meetings with suppliers and monitor performance against requirements.
• Governance for all changes, including those by suppliers and DVLA, impacting services.
• Collaborate with projects during major change to ensure smooth transition to live status and ongoing operations.
• Support learning and development tailored to the role and promote work-life balance.

Skills

ITSM

Leadership

Stakeholder management

Communication

Job description

Salary: £45,900 - A Civil Service Pension with an employer contribution of 28.97%

Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

About the role

As a Digital Services Supplier Manager, you will perform a critical leadership role for the Agency, ensuring the effective management and governance of the suppliers and partner organisations that underpin DVLA's digital services. Leading a small team, you will ensure that supplier-delivered services meet business and customer needs through effective service management, performance monitoring and continual improvement. You will work closely with a wide range of stakeholders across DVLA to ensure supplier services remain resilient, efficient and aligned to organisational priorities. The role offers the opportunity to influence strategic supplier relationships, support major change and transformation activity.

Key Responsibilities include, but are not limited to:

• Lead, mentor and manage the Digital Services Supplier Management team, ensuring that both the team itself and the suppliers it manages adopt a customer-centric support approach, focused on availability and performance of dependent DVLA services.
• Ensure that all service and support functions being provided by suppliers remain responsive to DVLA’s customer needs. Hold service review meetings with suppliers as appropriate to measure performance, alongside day-to-day engagement to ensure effective performance against requirements.
• Ensure that all technical change is communicated and managed, with appropriate governance. This includes change performed by suppliers as well as that performed by DVLA which has a bearing on the services provided by suppliers.
• As part of Service Architecture and Transition, engage closely with projects and major change activity involving new digital service suppliers – or changes to arrangements with existing ones – to ensure all requirements are met for the effective transitioning into live status and ongoing operational management.
• Best in class learning and development tailored to your role
• An environment with flexible working options where we encourage a great work-life balance
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
• Generous employer contribution of 28.9%, depending on chosen pension scheme
• Flexible working options where we encourage a great work-life balance
• Digital communities with clear career frameworks
• On-site nursery, restaurants and coffee bar
• 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff

About you

You will have a passion for ITSM and enjoy working with and leading people in a dynamic, innovative way. You will be comfortable using your initiative, take pride in your work and lead by example. You will foster a positive and inclusive culture within your team, where everyone feels comfortable speaking openly and is encouraged to contribute.

You will be a confident and articulate communicator, who can converse effectively and professionally with a range of audience types, internal and external to the organisation. You will utilise your interpersonal skills to build positive relationships with a wide range of stakeholders, whilst being able to hold supplier organisations to account.

You will be a proactive individual who continuously looks to improve processes, with the confidence to question how things are currently done and self-drive improvements.

Apply before 11:55 pm on Sunday 25th October 2026