ITSM Practice Coordinator: Drive Incidents & Changes

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

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