3378 - IT Service Manager (Portfolio)

The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services. To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens. For more information about the benefits of making a difference with us, please see the Employee Benefits Pack., The IT Service Manager (Portfolio) will report to a Senior IT Service Manager. It is a key role in IT Service Management that helps align services with business needs and objectives. It involves planning, designing, developing, and maintaining an IT Service Portfolio. The IT Service Portfolio is a comprehensive and detailed collection of services. It encompasses all the services currently offered, those being developed and those that have been retired as follows:

• Service Pipeline which captures services that are planned or in-progress (under development), or consideration for future deployment but are not yet available to customers. It represents the organisations strategic plans and service development roadmap.

• Service Catalog which captures all the live business and technical services

• Retired Services which details all services that have been retired and stores any essential historical information At this role level you will

• Ensure the portfolio and wider IT Service operations knowledge library are maintained

• Support teams to follow governance and delivery processes

• Manage the tracking, analysis, review and delivery of services including any associated costs like maintenance and support

• Assist with the transition of new projects and services into live operations

• Support the prioritisation of services, projects and programmes

• Support stakeholders understand the performance of work and any related risks

• Support service management and leadership in making improvements

• Track the performance of the portfolio and report on its status to senior management and stakeholders By maintaining a dynamic and well managed IT Services Service Portfolio, the role will help the organisation achieve better resource utilisation, risk management, ensure compliance, and continuously improve service quality., + Manage and maintain the Service Portfolio regularly checking content to ensure it is accurate, complete, and current.

• Ensure documentation related to the Service Portfolio and Services is saved in the organisations corporate document management tool. Ensuring that it is organised, managed, protected and accessible.

• Ensure the Service Portfolio content is consistent with other data sources (Solution Design Authority, Project Pipeline, Transition Tracker, and Operational Information/Documentation)

• Assess new services in the pipeline for Service Portfolio fit and resource allocation

• Update the Service Portfolio to reflect the retirement services and ensure the overall portfolio balance is maintained

• Maintain the review schedule for services within the Service Portfolio

• Support individuals with Service Portfolio related roles and obligations to discharge their responsibilities of following process and best practise effectively.

• Actively champion, communicate and engage with the business and teams in all matters relating to the Service Portfolio.

• Support Service Managers and Technical Teams with relevant guidance in managing the Service Portfolio.

• Assist Service Managers in engaging with Business Owners to confirm ownership and ensure their requirements are met.

• Document and maintain Service Portfolio processes and guidance

• Facilitate communication and collaboration between IT and other business units, as well as with project managers and teams.

• Support Service Managers in taking ownership of Service Portfolio areas and understanding the associated tasks.

• Engaging with technical teams to ensure the Service Portfolio meets their requirements.

• Work closely with Service Transition and Service Management to support the transition of services.

• Help develop and deliver reporting on Service Portfolio performance, risks, and key insights to stakeholders.

• Work closely with project management to help prepare the required information to support the procurement or development of a Service Portfolio tool.

• Gather feedback from Service Managers, Technical Teams, Business Owners, and Service Owners to ensure continuous improvement.

• Identify and address areas for improvement in Service Portfolio management processes and practices.

• Any other tasks as requested by management commensurate with the grade and role.

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

• Working Together

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

• Business Analysis: lead the collection of information and creation of recommendations for improvements
• Ownership and Initiative: take accountability for issues that occur and be proactive in searching for potential problems, Welsh Government, like all other Government Departments use Success Profiles when we recruit. For each role we consider what you will need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job. It raises performance and improves diversity and inclusivity. The selection process and stages are:

Number of Stages: 2 stage process Stage 1 Application Form Stage 2 Interview Feedback will only be provided if you attend an interview or assessment.

Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window). 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 for 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), We recruit by merit on the basis of fair and open competition. Please see the Civil Service Commission's recruitment principles on the Commission's website. If you feel your application has not been treated in accordance with these principles and wish to make a complaint please email complaints@gov.wales. Please ensure that you refer to the vacancy reference number. If you are not satisfied with the response you receive from the Welsh Government, you can contact the Civil Service Commission: info@csc.gov.uk

• Highly organised, with excellent planning and coordination skills to manage multiple services and dependencies.
• Strategic thinkers, able to align the IT service portfolio with organisational goals and priorities.
• Detail-oriented, ensuring accuracy in service data, reporting, and compliance with governance standards.
• Proactive with a strong drive to optimise service value and manage costs effectively.
• Collaborative team players, willing to share knowledge and work closely with service owners, stakeholders, and technical teams.
• Effective communicators, able to present complex information clearly to senior management and diverse audiences.
• Adaptable and resilient, comfortable managing change and working in a dynamic, fast-paced environment.
• Committed to continuous improvement, seeking opportunities to enhance service performance and portfolio maturity. This post maps to the IT Service Manager role in the DDaT Capability framework.

Alongside your salary of £37,111, Welsh Government contributes £10,751 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%