IT Service Manager

As the Senior IT Service Manager, you will be responsible for leading the governance, performance and continual improvement of enterprise IT services that support critical business operations across the Agency. You will work closely with senior stakeholders, suppliers, technical specialists and business users to ensure services are secure, resilient, user-focused and aligned to organisational objectives.

You will drive the maturity of IT Service Management practices across key platforms, including ServiceNow and JIRA Service Management, while helping to shape future capabilities supporting emerging technologies such as Smart Buildings, Internet of Things (IoT), Building Information Modelling (BIM), Digital Twin and Artificial Intelligence., * Lead and continually enhance the enterprise IT Service Management (ITSM) strategy across a portfolio of corporate systems and digital services.

• Establish and maintain effective governance for Incident, Problem, Change, Request and Service Level Management processes.

• Define, measure and report against Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and service performance objectives.

• Drive service excellence through continual service improvement, root cause analysis and data-led decision making.

• Develop and mature IT Operations Management (ITOM) capabilities, including ownership of Configuration Management Database (CMDB) processes and standards.

• Coordinate major incident management and lead post-incident reviews to improve service resilience and customer outcomes.

• Oversee Business Continuity and Disaster Recovery planning, ensuring services remain robust and recoverable.

• Build strong working relationships with stakeholders, suppliers and delivery partners to support successful service outcomes and future transformation initiatives.

This role offers an excellent opportunity for an experienced service management professional who enjoys balancing strategic leadership with operational delivery and is passionate about creating outstanding user experiences., You’ll be an experienced IT Service Management professional with a strong track record of leading service delivery within complex technology environments. You’ll be comfortable influencing stakeholders at all levels and capable of translating business needs into practical service improvements., * Significant experience in IT Service Management, Service Delivery or IT Operations roles.

• Proven experience working with enterprise-scale ITSM platforms such as ServiceNow and/or JIRA Service Management.

• Experience implementing and managing ITSM processes across complex business environments.

• Strong knowledge of Service Level Management, Incident Management, Problem Management and Change Enablement.

• Experience of Configuration Management, CMDB governance and Business Continuity planning.

• Excellent stakeholder engagement, supplier management and communication skills.

• Experience working with enterprise business platforms such as Microsoft 365, Salesforce, Planon IWMS, Dynamics 365 Business Central or equivalent., * Degree in Computer Science, Information Systems, Business Administration or a related discipline (or equivalent professional experience).

• ITIL Foundation Certification.

Desirable Experience

• Experience within the UK public sector, government or other highly regulated environments.

• Awareness of National Cyber Security Centre (NCSC) guidance, including Secure by Design principles.

• Knowledge of Smart Buildings, Digital Twin, BIM/CAD or IoT technologies.

• Experience supporting large-scale digital transformation programmes.

• PRINCE2 Practitioner, Agile or Scrum certification.

• ServiceNow, Business Continuity or advanced ITIL qualifications.

Why Join Us?

This is an exciting opportunity to join an organisation undergoing significant transformation and to influence how digital services are delivered across government property and workplace operations.

You’ll work alongside talented professionals, contribute to major strategic initiatives and help shape the next generation of service management capabilities. In return, you’ll benefit from a collaborative environment that values innovation, continuous learning and professional development while giving you the opportunity to deliver meaningful outcomes at a national scale.

If you’re passionate about service excellence, digital transformation and creating exceptional user experiences, we’d love to hear from you.

Are you ready to help shape the future of digital services across one of the UK’s largest and most diverse property portfolios?

The Government Property Agency (GPA) is at the forefront of transforming how the Civil Service works, delivering modern workplaces and digital services that support thousands of colleagues across government. As we progress through our ambitious Digital Strategy, we are investing in market-leading technologies and innovative service management capabilities that will redefine the way we manage property, workplace and business services.

We’re seeking a talented Senior IT Service Manager to join our Corporate Systems Team and play a critical leadership role in driving service excellence across a portfolio of enterprise digital platforms. This is a unique opportunity to influence the future of IT Service Management within a growing organisation that is embracing innovation, digital transformation and continual improvement.