ITSM Practice Manager

Driver and Vehicle Licensing Agency (DVLA); Swansea; Hybrid; GBP 40,000 - 49,000; Full time

Benefits offered by this job

Flexible working options

Employer pension contribution 28.9%

On-site nursery

Restaurants and coffee bar

Free parking

24-hour Employee Assistance Programme

25 days holiday + bank holidays

Privilege Day for King's birthday

Job summary

DVLA is seeking an ITSM Practice Manager to lead a small, multi-skilled team delivering IT Service Management across a DVLA tower such as Drivers, Vehicles, or Core Services. You will oversee ITSM activities across related service and support functions, ensuring processes align with OLAs and SLAs and drive continual service improvement.

You will work with colleagues, stakeholders, and suppliers to underpin service delivery and performance, embedding industry best practices while guiding a

Qualifications

• Experience leading ITSM practice teams across complex service landscapes.
• Ability to define and drive OLAs/SLAs with stakeholders and suppliers.
• Proven track record embedding ITIL/ITSM best practices and continual improvement.

Responsibilities

• Lead and manage a small multi-skilled team delivering ITSM practices for a DVLA tower (e.g., Drivers, Vehicles, Core Services).
• Oversee ITSM activities across service and support functions to ensure effective processes.
• Define and drive performance against OLAs/SLAs to meet business/customer needs.
• Drive continual service improvement and operational performance across the tower.
• Influence service delivery outcomes through strong stakeholder relationships.

Skills

ITSM

Leadership

Stakeholder management

Change Enablement

Service Transition

Service Configuration Management

Service Continuity Management

Capacity & Performance Management

Monitoring & Event Management

SSL/TLS Certificates

Job description

Location:

Swansea (This role is suitable for hybrid working)

Salary:

£44,241 - A Civil Service Pension with an employer contribution of 28.97%

As an ITSM Practice Manager, you will lead and manage a small, multi-skilled team responsible for delivering a broad range of IT Service Management (ITSM) practices across a specific service area ('tower') within DVLA, such as Drivers, Vehicles, or Core Services.

You will be accountable for overseeing ITSM activities across all relevant IT service and support functions within your tower, ensuring effective service management processes are in place and performing as expected. Working closely with colleagues, stakeholders, and suppliers, you will define and drive performance against Operational Level Agreements (OLAs), helping to underpin the delivery of services in line with agreed Service Level Agreements (SLAs) and the needs of both the business and its customers.

This is an exciting opportunity to apply your ITSM expertise across a diverse and complex technology landscape, supporting services relied upon by millions of customers. You will lead your team in embedding industry best practice across a range of ITSM functions, driving continual service improvement, service excellence, and operational performance.

As a key contributor to DVLA's service management capability, you will use your knowledge and experience to influence service delivery outcomes, build strong relationships across the organisation, and ensure ITSM practices remain aligned to business objectives and customer expectations.

Top Responsibilities

• Change Enablement
• Service Transition
• Service Configuration Management
• Service Continuity Management
• Capacity and Performance Management
• Monitoring and Event Management
• Management of SSL/TLS Certificates

• 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

You’ll have a genuine passion for IT Service Management and enjoy leading and developing people in an innovative and collaborative environment. This role offers an exciting opportunity to make a real impact, shaping the delivery of ITSM practices across a wide range of services.

You’ll be self-motivated, take pride in delivering high-quality work, and lead by example. Creating a positive, inclusive team culture will be important to you, ensuring colleagues feel valued, empowered to share their ideas, and encouraged to contribute to the team's success.

As a confident and effective communicator, you’ll be able to translate technical information for a variety of audiences, ensuring key messages are understood and acted upon. You’ll use your strong interpersonal skills to build productive relationships with stakeholders, suppliers, and technical teams across the organisation.

This vacancy closes at 23:55 on Sunday 30th August 2026