IT Service Manager

Government Recruitment Service; Swansea; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Pension contribution 28.97%

25 days annual leave (+1 per year)

Flexible working options

Job summary

Government Recruitment Service in Swansea is seeking an experienced IT Service Manager to lead the delivery of information and communications ICT services and manage SLAs across teams. You will coordinate multi-location service delivery and drive improvements while ensuring business-critical uptime.

The role supports the Senior IT Service Manager, with opportunities to influence service strategy and collaborate with stakeholders.

Responsibilities

• Work with Senior IT Service Manager to define and document Service Level Agreements and Operational Level Agreements.
• Monitor, measure, and report on the IT services provided and planned.
• Regularly review SLAs/OLAs to ensure relevance and achievability.
• Manage a multi-sourced service support team with a customer-centric approach across multiple locations.
• Ensure responsiveness to customer needs; engage in Incident Management and SLA protection.
• Support IT Strategic Programmes and attend project meetings and reviews.
• Lead continual service improvement across the wider service delivery function.

Job description

IT Service Manager

Company: Government Recruitment Service

Salary: £45,900 to £45,900 a year

Hours: Full-time

Location: Swansea

Job type: Permanent

Posting date: 26 Oct 2026

Closing date: 9 Nov 2026

Summary

Are you a collaborative and confident leader who can bring people together to achieve shared goals?

Do you thrive in a fast-paced environment where no two days are the same?

If you enjoy variety, problem-solving and working with people from across the organisation, this could be the role for you.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 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.

Read more in the Benefits section below!

Find out more about what it's like working at DVLA - Driver and Vehicle Licensing Agency – Civil Service Careers

IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services, working with teams from IT service operations.

An IT Service Manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.

The role supports the Senior Service Manager in providing effective management for a portfolio of services, being a point of contact for their specific services, including addressing service-related issues, assessing and sponsoring changes. The role also supports the transitioning of new services from Dev Ops pipeline into production/Live Service.

The role involves working across multi-functional teams, including IT development and support teams, as well as business stakeholders. The role is responsible for live service performance and contributes to the continuous improvement of services. The role supports the Senior IT Service Manager to deliver on their strategic priorities.

Your responsibilities will include, but aren’t limited to:

• Work with Senior IT Service Manager to define and document Service Level Agreements and Operational Level Agreements. Monitor, measure, and report on the IT services that are being provided and planned. Regularly review SLAs/OLAs to ensure that they are still relevant and achievable.
• Ensuring effective management, working, and engaging with a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.
• Ensure that all service and support functions remain responsive to customer needs. Act as a stakeholder in the Incident Management practice and pursue the delivery of recommendations following Incident & Problem reports relating to the protection of SLAs.
• Support IT Strategic Programmes of work, assisting in the achievement of successful business outcomes. Attending relevant Project Meetings: Service Engagement Workshops, checkpoints, stand-ups, Risks, Quality Service Gates, Implementation Walkthroughs, Technical Readiness Reviews, Go-Live Boards.
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Open Sessions: Would you like to find out more about the role, the team and what it’s like to work in our department? If so, we are organising an open session where you can virtually 'meet the team' on Tuesday 3rd November at 12pm. Sign up here https://www.ticketsource.com/dvlaitsrecruitment/seo-it-service-manager-familiarisation-session/2026…

Proud member of the Disability Confident employer scheme

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