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# Senior IT Service Manager

- **Company:** Driver and Vehicle Licensing Agency (DVLA)
- **Location:** Swansea, UK
- **Experience:** Expert
- **Salary:** £57,515.0
- **Contract:** Permanent contract
- **Skills:** Delivery Pipeline, Bug Reporting, Information Technology
- **Published:** September 10, 2026
- **Apply:** https://www.collegerecruiter.com/job/2840613027-senior-it-service-manager

## About the Role

* You must hold a foundation qualification in a relevant industry best practice framework / philosophy, such as ITIL or SRE, or be willing to work towards completing this within 18 months.
 * You will come with extensive experience of Service Level Management including Service Transition, Change and Incident and Problem Management and evidence of utilising ITSM tooling
 * You will be able to establish rapport quickly with key people both internally and externally. You will have strong organisational skills, thrive managing a varied and challenging workload and welcome autonomy in your role. You will have a proactive mindset and a willingness to take direct ownership of issues and activities to drive change and continual improvement.

## Description

The role is part of the IT Service Management capability and provides support for all DVLA's IT services, used by internal users, external customer organisations and members of the public. This will include the transition, development and implementation of new and changed services.

You will be responsible for service management across platforms and through multiple channels to ensure service availability, performance and process maturity. You will provide effective management and act as a point of contact for specific services, addressing service related issues, assessing and sponsoring changes. In addition, you will support the transition of services artifacts from the DevOps pipeline into the production environment. This will involve working with multiple IT development and support teams, as well as business stakeholders., * Define and document Service Level and Operational Level Agreements. Monitor, measure and report on the IT services that are being provided and planned. Regularly review SLAs/OLAs to ensure that they are still relevant and achievable.

 * Provide effective management and assessment of change, coordinating with different departments to ensure any changes to services are communicated to relevant stakeholders.
 * Support IT Strategic Programmes of work, offering service specific expertise, assisting achievement of successful business outcomes. Attending relevant Project Meetings: Service Engagement Workshops, checkpoints, stand-ups, Risks, Quality Service Gates, Implementation Walkthroughs, Technical Readiness Reviews, Go-Live Boards. Attendance at implementation/cutover conference calls or on site. Management of backlog items.
 * Act as a key stakeholder in the Incident and Problem Management practice. Take forward the delivery of recommendations from Incident and Problem reports relating to the protection of Service Levels. Engagement with 3rd parties as and when required to address service level issues.
 * Work with all departments/stakeholders to ensure that each service meets the quality standards, actively participating in service reviews (Internal and with Third Party Supplier where appropriate).


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