IT Service Manager

Driver and Vehicle Licensing Agency (DVLA); Swansea; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Flexible working

Generous pension contribution

On-site nursery and dining facilities

Employee assistance programme

Free parking

Job summary

Driver and Vehicle Licensing Agency (DVLA) in Swansea offers an IT Service Manager role with hybrid working. The position focuses on defining SLAs/OLAs, managing service delivery, and coordinating transition of new services from DevOps into Live Service.

It requires ITIL/SRE foundation or willingness to complete within 18 months and experience in ITSM. The role involves leading a multi-source service team, ensuring incident responses align with SLAs, and collaborating on ITStrategic programmes.

Qualifications

• Foundation qualification in ITIL or SRE, or willingness to complete within 18 months.
• Experience operating and supporting digital products/services within ITSM frameworks (ITIL v4).
• Knowledge of service transition, incident management, and service level management across on-premise and cloud-hosted services.

Responsibilities

• Define and document Service Level Agreements and Operational Level Agreements with cross-functional teams.
• Manage a multi-sourced service support team focused on availability and performance.
• Ensure service functions respond to customer needs and address incident and problem reports.

Skills

Leadership

Stakeholder management

IT service management

Incident management

Education

ITIL or SRE foundation qualification

Job description

Apply before 11:55 pm on Monday 9th November 2026

Location: Swansea (This role is suitable for hybrid working)

Salary: £45,900 - A Civil Service Pension with an employer contribution of 28.97%

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.

Top 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 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.

For more information on the role and responsibilities please see the full job advert on CS Jobs using the link provided.

• 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
• Flexible working options where we encourage a great work-life balance.
• Digital communities with clear career frameworks
• 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 King’s birthday.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Free parking

About You

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.

This vacancy closes at 23:55 on Monday 9th November 2026