IT Service Management Practice Co-ordinator

Driver and Vehicle Licensing Agency (DVLA); Swansea; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Pension contributions 28.9%

Flexible working

Annual leave 25 days (+1/year)

8 bank holidays

Kings birthday privilege day

Learning and development

On-site nursery

Restaurant and coffee bar

Employee Assistance Program

Job summary

DVLA is looking for an ITSM Practice Co-ordinator to support the delivery of IT Service Management across critical digital services. You will help co-ordinate incidents, changes, service transitions, configuration data, performance monitoring and reporting with technical teams and stakeholders.

You should show initiative, strong communication, and a proactive approach to prioritising tasks. A keen interest in continual improvement is essential; ITIL 5 foundation certification is preferred or you

Qualifications

• Genuine interest in ITSM and a collaborative mindset.
• Strong communication skills and ability to build stakeholder relationships.
• Analytical thinker who enjoys problem solving and improvement.
• Demonstrates initiative and pride in delivering quality work.
• Willingness to work towards ITIL 5 Foundation certification.

Responsibilities

• Contribute to day-to-day operation of ITSM practices within the service tower.
• Own lower-complexity process tasks and support pro-active management.
• Collate basic data from ITSM tooling to support reporting for the service tower.
• Understand relevant ITSM metrics and their importance.
• Foster a culture of flexible working, learning and development.

Skills

ITSM

Communication skills

Analytical mindset

Problem solving

Initiative

Job description

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

About the role

As an IT Service Management (ITSM) Practice Co-ordinator, you will support the delivery of a wide range of IT Service Management practices, ensuring effective service delivery, operational resilience, and continual improvement across critical digital services. You will work collaboratively with technical teams and stakeholders to assist in the co-ordination of incidents, changes, service transitions, configuration data, performance monitoring, and reporting activities.

Key Responsibilities include, but are not limited to:

• Contribute to the completion of tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower.
• Take ownership of lower complexity process tasks and activities underpinning management of the practices within your service tower, adopting a pro-active mindset.
• Collate basic data and information from ITSM tooling to support reporting activities for your service tower.
• Possess awareness of reporting metrics relevant to ITSM practices and your service tower and why they are important.
• Employer pension contribution of 28.97% of your salary.
• 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.
• 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.
• Digital communities with clear career frameworks.
• On-site nursery, restaurants and coffee bar.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.

About you

Genuine interest in ITSM who enjoys working in a dynamic, innovative, and collaborative environment.

We are seeking an individual who demonstrates initiative, takes pride in delivering high-quality work and is keen to learn and develop their expertise.

Ability to proactively prioritise tasks to meet daily demands of the role.

Strong communication skills are essential, as you will need to build positive working relationships with stakeholders and technical teams.

Comfortable discussing technical concepts with colleagues, translating information where necessary.

A curious and analytical mindset, enjoying problem-solving and identifying opportunities for improvement that deliver value to the organisation.

If you do not already hold an ITIL 5 foundation certification, you must be willing to work towards achieving it once in post.