IT Service Manager

DfT; Swansea; Hybrid; GBP 41,000 - 51,000; Full time

Benefits offered by this job

Civil Service Pension

25 days annual leave

Flexible working options

On-site gym

Free parking

Job summary

DVLA is seeking an IT Service Manager to lead delivery of ICT services across multi-functional teams in Swansea. You will define SLAs/OLAs, monitor service performance, and drive continual service improvement within a hybrid working environment.

You will work closely with the Senior IT Service Manager and business stakeholders, ensuring incident management and smooth transition of new services from DevOps into live service.

Qualifications

• Foundation qualification in ITIL or SRE or be willing to work towards completing this within 18 months.
• Experience of operating and supporting digital products or services within an IT Service Management framework such as ITIL v4.
• Knowledge of service transition, incident management, and service level management across both on-premise and cloud-hosted services.
• Strong leadership, influencing and stakeholder management skills, with the confidence to challenge and engage effectively at all levels.
• Excellent communication and organisational skills, with the ability to prioritise competing demands, tailor messages to different audiences, and manage a varied workload.
• A proactive approach to service improvement, with the ability to make informed decisions in a fast‑paced environment and ensure services remain fit for purpose amidst ongoing change.

Responsibilities

• Define and document Service Level Agreements and Operational Level Agreements. Monitor, measure, and report on the IT services that are being provided and planned.
• 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.

Skills

ITIL v4 experience

Service Management

Leadership

Stakeholder management

Communication skills

Problem solving

Education

Foundation qualification in ITIL or SRE

Job description

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View more categories View less categories Sector Public Sector Role Manager Contract Type Permanent Hours Full Time

Location Swansea

About the job

Job 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 Kings 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

Job description

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 arent 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.

Person specification

Required experience:

To be successful in this role you will need to have the following experience:

• You must hold a foundation qualification in a relevant industry best practice framework such as ITIL or SRE or be willing to work towards completing this within 18 months.
• Experience of operating and supporting digital products or services within an IT Service Management framework such as ITIL v4.
• Knowledge of service transition, incident management, and service level management across both on-premise and cloud-hosted services.
• Strong leadership, influencing and stakeholder management skills, with the confidence to challenge and engage effectively at all levels.
• Excellent communication and organisational skills, with the ability to prioritise competing demands, tailor messages to different audiences, and manage a varied workload.
• A proactive approach to service improvement, with the ability to make informed decisions in a fast‑paced environment and ensure services remain fit for purpose amidst ongoing change.

Additional Information

Working for the DVLA Digital TeamAt DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect thatll wash across the nation. Here the work youre doing has the capacity to change the way 53 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital‑led services help optimise a nation of individuals and business every single day.

To see how our people are transforming our digital services, head over to ourDVLA Digital Services Blogand, to understand more about the great opportunities and benefits of working at DVLA read ourInside DVLA blog.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 35 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home‑based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Appointments for this position will be made in order of merit. If you are successful in the selection process but there are no further available posts for the advertised role, you may be contacted to discuss an offer for a lower graded role (with similar experience and responsibility requirements).

If you are unsuccessful in the selection process, your application may be considered for a lower graded position if your demonstrated skills and experience meet the requirements of the alternative position. Candidates will be considered in order of merit.

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Leadership

Technical skills

We'll assess you against these technical skills during the selection process:

• Ownership and initiative (working)
• Stakeholder relationship management (IT operations) (working)
• Technical Understanding (working)

Benefits

Alongside your salary of 45,900, Driver and Vehicle Licensing Agency contributes 13,297 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Best in class learning and development tailored to your role
• An environment with flexible working optionswhere 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 chosenpension scheme
• Flexible working options where we encourage a great work-life balance.
• Digital communities with clear career frameworks
• On-site gym plus personal training available (membership applies)
• 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 Kings birthday.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Free parking

Find out more about the benefits of working at DfT and its agencies(opens in a new window).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if youre deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via [e-mail] as soon as possible before the closing date to discuss your needs.

Document Accessibility

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

• Hate speech or discriminatory behaviour
• Threats or acts of violence
• Illegal activity or substance misuse
• Sexually explicit material
• Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. Its not about judging your personality or lifestyle - its about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail whats being looked at and how your data is handled securely and fairly.

Feedback

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

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Company

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