IT Customer Service Manager

HM Land Registry; Nottingham; On-site; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Office-based role in Nottingham

Job summary

HM Land Registry (HMLR) is seeking an IT Customer Service Manager to lead a cross-functional Business Partner team, linking business and IT Service Management. You will drive stakeholder engagement, service improvements and demand management to ensure value aligns with priorities and organisational objectives.

You will build relationships with senior stakeholders, provide insight for demand planning and investments, and monitor service performance to deliver positive business outcomes.

Qualifications

• ItIL Foundation certification or willingness to achieve within 12 months of appointment.
• Experienced people leader with strong IT service management background in medium/large organisations.
• Strong communication and analytical skills with ability to translate business needs into practical solutions.
• Experience building trusted relationships with senior stakeholders and driving service improvements.

Responsibilities

• Lead, coach and develop a team of Business Partners to deliver high-quality service outcomes.
• Build strong relationships with stakeholders across the organisation and represent customer needs in service decisions.
• Provide insight for demand planning, service improvements, investment decisions and business objectives.
• Monitor service performance and customer experience to identify opportunities for value.
• Lead resolution of service issues and risks with stakeholders to implement sustainable solutions.
• Promote governance, compliance and continual improvement for responsive services.
• Collaborate with internal teams and suppliers to align services with organisational goals.
• Champion a customer-focused approach and drive continuous enhancement of IT services.

Skills

Stakeholder management

People leadership

IT service management

Communication

Analytical skills

Education

ITIL Foundation certification

Job description

Nottingham, East Midlands (England), NG2 1AW

Job summary

HM Land Registry (HMLR) is delivering an ambitious transformation portfolio to support its strategic priorities. As an IT Customer Service Manager, you will lead a cross-functional Business Partner team, acting as the key link between business stakeholders and IT Service Management. You will drive stakeholder engagement, service improvement and demand management, ensuring services align with business priorities, deliver value and support organisational objectives.

• Lead, coach and develop a team of Business Partners, creating an inclusive and collaborative environment that supports high-quality service outcomes.
• Build strong relationships with stakeholders across the organisation, understanding priorities and ensuring customer needs are represented in service decisions.
• Provide insight and advice to support demand planning, service improvements, investment decisions and the delivery of business objectives.
• Monitor service performance and customer experience, identifying opportunities to improve services and deliver greater value.
• Lead the resolution of service issues and risks, working with stakeholders to implement effective and sustainable solutions.
• Promote effective governance, compliance and continual improvement, ensuring services remain responsive to changing business needs.
• Work collaboratively with internal teams and suppliers to align services, priorities and improvements with organisational goals.
• Champion a customer-focused approach, driving positive outcomes and continuous enhancement of IT services.

Please note this role requires a minimum of 30 hours per week.

The role will be based in Nottingham, with travel to other HMLR Business Units & Supplier sites required.

HMLR expect everyone to spend at least 60% of their working time in the office.

Please see attached job description and candidate pack for further information.

Person specification

You will hold ITIL Foundation certification or be willing to achieve this within 12 months of appointment.

You are an experienced people leader with a strong background in IT Service Management in a medium/large organisation and a passion for delivering excellent customer service. Skilled at building trusted relationships with senior stakeholders, you will be confident influencing decisions, driving service improvements and translating business needs into practical solutions.

You’ll combine strong communication and analytical skills with a good understanding of IT service delivery, using data, customer insight and feedback to continuously improve services and deliver positive business outcomes.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

• Experience of building and managing relationships with senior stakeholders and business leaders (criteria 2 from your personal statement).

Interviews and pre-prepared presentation

The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a blended in person interview and deliver a pre-prepared presentation. The interviews will start week commencing 12 October 2026.

The blended interview will assess the Essential Experience and Behaviours: https://www.gov.uk/government/publications/success-profiles

Candidates may refer to notes within their interview, but they should be used as a prompt only.

Disability Confident Scheme

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview. If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

If you would like further information about the use of your personal data, please click on the link below:

www.gov.uk/government/publications/hm-land-registry-job-applicant-personal-information

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

Please note, we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and therefore we will not sponsor a skilled worker visa. You must ensure you have the appropriate right to work in the UK before applying.