IT Service Manager

Government Property Agency; Cardiff; On-site; GBP 65,000 - 90,000; Full time

Job summary

Government Property Agency seeks a Senior IT Service Manager to lead, govern, and continually enhanceenterprise ITSM across strategic platforms. You will drive ServiceNow and JIRA Service Management adoption, design robust SLAs/KPIs, and mature ITOM with a complete CMDB and BCM including RPO/RTO.

You will work with the Systems Trainer and enablement teams to maximise adoption, align with ITIL v3/v4 standards, and ensure Secure by Design across digital services.

Qualifications

• Define and implement enterprise ITSM strategy with security governance.
• Drive ITSM excellence using ServiceNow and JIRA Service Management.
• Design, implement and manage SLAs/KPIs for Incident, Problem, Change, and Service Request processes.
• Establish ITOM within ServiceNow with a complete CMDB and BCM including RPO/RTO.

Responsibilities

• Embed change management and user engagement with the enablement team.
• Ensure compliance with UK government standards for digital delivery, accessibility, and Secure by Design guidelines.
• Collaborate with internal stakeholders, clients, suppliers, and partners through portals and dashboards.
• Contribute to roadmap planning for modules like Digital Twin, BIM/CAD, IoT and Smart Buildings.

Skills

ITSM

ITIL v3/v4

ServiceNow

JIRA Service Management

SLA/KPI management

Stakeholder engagement

Tools

ServiceNow

JIRA Service Management

Job description

As Senior IT Service Manager, you will hold a key position within the Corporate Systems Team at the Government Property Agency. Your responsibilities will include leading, governing, and continually enhancing enterprise IT Service Management (ITSM) across strategic platforms. Reporting to the Business Systems Manager, you will be tasked with:

• Defining and implementing the enterprise service management strategy, incorporating strong security governance, for all core digital platforms.
• Driving ITSM excellence utilizing ServiceNow and JIRA Service Management.
• Designing, implementing, and managing robust Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for Incident, Problem, Change, and Service Request and Vulnerability processes.
• Establishing and maturing IT Operations Management (ITOM) within ServiceNow, ensuring a complete Configuration Management Database (CMDB) and comprehensive Business Continuity Management (including Recovery Point Objective/Recovery Time Objective - RPO/RTO).
• Embedding robust change management and user engagement, collaborating with the Systems Trainer and the wider enablement team to maximize adoption and continuous improvement.
• Championing adherence to UK government standards for digital delivery, design, accessibility, and NCSC 'Secure by Design' guidelines.
• Collaborating effectively with internal stakeholders, clients, suppliers, and partners through client/customer/supplier portals and management information dashboards.
• Contributing to technical roadmap planning for forthcoming modules, including Digital Twin, Building Information Modelling/Computer-Aided Design (BIM/CAD), Internet of Things (IoT), and Smart Buildings initiatives., Service Strategy & Service Governance
• Define and implement the enterprise ITSM strategy, ensuring alignment with the Digital Strategy and adhering to ITIL (IT Infrastructure Library) v3/v4 standards as well as 'Secure by Design' principles.
• Develop Service Design Packages (SDPs) for all operational services to ensure robust service blueprints.
• Maintain rigorous service portfolio and service catalogue governance frameworks.
• Ensure full compliance with the Government Service Standard, focusing on user-centered design, security, and measurable outcomes.

Service Delivery & Support (ITIL v3/v4)

• Monitor, review, and formally report on key service performance metrics.
• Coordinate the response to major incidents and conduct subsequent post-incident reviews.
• Liaise effectively with technical resolution teams to ensure the rapid and effective resolution of incidents.
• Drive continual service improvement initiatives through systematic root cause analysis.
• Maintain accurate, up-to-date operational documentation and ITSM runbooks for all live services.

Service Level Management

• Define, formally negotiate, and rigorously monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all operational services in collaboration with business and digital stakeholders.
• Conduct regular, formal service reviews with stakeholders to critically assess and report on performance.
• Identify and pursue opportunities to optimise service levels and achieve cost reduction efficiencies.
• Produce comprehensive monthly and quarterly performance reports for presentation to senior leadership.
• Establish and execute a process for effectively escalating and managing service level breaches.

Configuration & Asset Management

• Maintain a precise and accurate Configuration Management Database (CMDB), championing data hygiene standards and integration across disparate platforms.
• Oversee the entire asset lifecycle management process, encompassing procurement, deployment, and eventual retirement.
• Implement automated discovery and reconciliation processes to ensure data integrity.
• Ensure complete alignment between CMDB data and the delivery structure of business services.
• Conduct regular audits to validate the accuracy and completeness of configuration data.

Business Continuity Management (BCM)

• Develop, rigorously test, and maintain robust recovery plans (defining RPO - Recovery Point Objective, and RTO - Recovery Time Objective) and comprehensive data backup strategies.
• Coordinate formal disaster recovery exercises and comprehensive scenario planning.
• Ensure the alignment of BCM plans with departmental risk registers and overall risk tolerance.
• Review and systematically update continuity plans following major changes or significant incidents.

Change Enablement

• Facilitate detailed stakeholder workshops for systematic change impact analysis.
• Manage the change schedules, lead Change Advisory Board (CAB) meetings, and oversee emergency change processes (eCAB).

The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government's office estate.

We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK - His Majesty's Government - we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost-effective property services such as asset management, lifecycle replacement and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged.

Core Values

• Striving for excellence- We always aim to deliver great results
• Empowering through respect- We insist on fair treatment for all, always
• Acting with integrity- We consistently do the right thing
• Succeeding together- We rely on each other to achieve success

We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do.

Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces.

To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.

Have you ever imagined yourself at the heart of a major digital transformation, shaping the future of property and workplace management across the UK government? Join us in Year 3 of our ambitious four-year Digital Strategy, where we're revolutionising corporate real estate, workplace services, asset and space management through a best-in-class technology ecosystem.

From Salesforce CRM and ServiceNow to Microsoft 365, MRI Horizon to Planon IWMS, Dynamics 365 Business Central, Ardoq and Atlassian, we've already laid the foundations.

Next up? Implementing new and cutting edge technologies such as Digital Twin, BIM, CAD, IoT, Smart Buildings, Gen AI and Agentic AI. If you're passionate about delivering seamless digital employee and workplace experiences, read on…