IT Service Manager

As a Service Delivery Manager in the Data Platform Service (DPS), you will lead live services within a fast-paced, Agile IT environment. You will manage a portfolio of DPS services, drive continuous service improvement, and act as a trusted escalation and performance reporting point for stakeholders. You’ll collaborate across internal teams and suppliers to ensure service excellence and timely incident resolution. This role offers exposure to state-of-the-art digital delivery and significant impact on government IT services. You will work with cross-functional teams to transition new and changed services into BAU, shaping service outcomes at scale.

• Flexible and Hybrid Working
• Generous leave (25–30 days)
• Civil Service Defined Benefit Pension
• Pension contributions of ~28.97%
• Coaching and development
• Family friendly policies

• Manage live DPS services and act as SME for live products and services
• Lead major incident management when required and maintain calm under pressure
• Drive continuous service delivery improvement initiatives
• Coordinate with Agile teams and follow ITIL processes for problems and changes
• Monitor service performance, respond to alerts, incidents and issues
• Provide service status updates and management information to senior stakeholders
• Facilitate transition of new/changed services into BAU with stakeholders
• Build strong relationships with customers, suppliers and internal teams to drive service excellence

• Recent experience in IT service management with delivery, support and improvement of IT services
• Practical knowledge of ITIL processes, especially Incident Management and Change Management
• Experience managing or supporting multiple IT services in an ITIL-based environment
• Excellent written and verbal communication with diverse stakeholders
• Experience using ITSM tools for incidents, changes and service performance
• Understanding of SLAs, KPIs and service reporting frameworks
• Proven ability to build relationships with customers, suppliers and internal stakeholders
• Experience working in a multi-disciplinary IT team to deliver service outcomes

• clear communication
• stakeholder management
• collaborative team spirit
• ITIL (v4 preferred) and ITSM tooling
• Incident Management
• Change Management