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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Manager - **Company:** Government Digital Service - **Location:** Manchester, UK (Remote available) - **Experience:** Expert - **Salary:** £45,131.0 - £49,065.0 - **Contract:** Temporary to permanent - **Skills:** IBM Service Management Framework, Information Technology Operations, Live Connect (Windows), SC Clearance, Digital Government, Data Analytics, Performance Monitor, Google Meet - **Published:** June 13, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=e6f44bac75f4a44b ## About the Role Do you have experience in Root cause analysis?, * have a working understanding of service management principles, capability elements of ITIL and the service management lifecycle, with the ability to apply this knowledge within established processes and frameworks across onboarding, transition and live services * can demonstrate strong organisational, coordination and planning skills, with the ability to manage multiple priorities, track activity and work within a strategic context to communicate how structured delivery of work aligns with strategic goals * can communicate effectively and build positive working relationships across teams, engaging stakeholders, collaborating with others and contributing to a supportive and high-performing team environment, using evidence to explain decisions made * are data-aware and able to support service performance reporting and insight, using data about users to turn user focus into outcomes, identifying trends, issues and opportunities that can inform service improvement * show a proactive approach to service quality and continuous improvement, identifying risks, issues and dependencies, escalating where needed, contributing to problem solving and working with stakeholders to identify objectives and potential benefits, * have a working understanding of service management principles, capability elements of ITIL and the service management lifecycle, with the ability to apply this knowledge within established processes and frameworks across onboarding, transition and live services In the Civil Service, we use Success Profiles to evaluate your skills and ability. This gives us the best possible chance of finding the right person for the job, increases performance and improves diversity and inclusivity. We’ll be assessing your technical abilities, skills, experience and behaviours that are relevant to this role. For this role we’ll be assessing you against the following Civil Service Behaviours: * communicating and influencing * managing a quality service * delivering at pace * changing and improving * working together We’ll also be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Capability Framework for the IT Service Manager role: * IT service reporting * ownership and initiative * service focus * service management framework knowledge * stakeholder relationship management (IT operations) * continual service reporting * technical understanding * user focus ## Description The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government. As an IT Service Manager supporting One Login, you will play a key role in helping deliver a high-quality, consistent and reliable service experience for relying parties across government. Working within an established service management model, you will support senior service managers in ensuring that services adopting One Login can effectively onboard, operate and continuously improve. You will contribute to the day-to-day operation and improvement of service management practices across onboarding, live service and ongoing optimisation. This includes supporting service reporting, stakeholder engagement, process adherence and continuous improvement activities. You will work closely with teams across Product, Architecture, Service Transition, Operational Support, Data and Security, ensuring that service considerations are effectively represented and operationalised within delivery and live service environments. In addition, you will act as a supporting conduit between service management and delivery teams, helping to ensure that priorities are translated into action and that improvements are effectively coordinated. You may take on elements of business analysis and project coordination, supporting delivery tracking, managing actions, and helping to ensure that the One Login service model is implemented and embedded consistently. This role provides an opportunity to build experience across the full-service lifecycle while contributing to a large-scale, national digital service. As an IT Service Manager you’ll: * support the delivery of a consistent, high-quality service experience, contributing to service monitoring, performance tracking, resilience and the application of service standards across the lifecycle, with a clear focus on user outcomes * coordinate service management activities across onboarding, transition and live service, ensuring service management frameworks are applied consistently and that priorities, risks and actions are effectively managed and delivered * build and maintain effective stakeholder relationships across relying parties and internal teams, understanding needs, managing expectations and contributing to service reviews, governance and operational forums * contribute to service reporting, performance insight and decision-making, producing and analysing service data to identify trends, risks and opportunities, and support informed, data-driven improvements * coordinate incident, problem and continual service improvement activities, supporting service restoration, root cause analysis and the delivery of improvements that enhance service performance, resilience and user experience * act as a coordination point across service management and delivery teams, translating requirements into actions, tracking progress, managing dependencies and risks, and supporting the adoption of service practices, tools and operational standards, The standard selection process for roles at GDS consists of: * a simple application screening process - We only ask for a CV and cover letter of up to 750 words. Important tip - please ensure that your cover letter includes how you meet the skills and experience listed in the “person specification” section above * a 60 minute Google meet video interview Depending on how many applications we get, there might also be an extra stage before the video interview, for example a phone interview or a technical exercise. In the event we receive a high volume of applications, we will conduct the initial sift against the lead criteria which is, A reserve list will be held for a period of 12 months, from which further appointments can be made. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy. Please note that this role requires SC clearance, which would normally need 5 years’ UK residency in the past 5 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible. For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers. Sponsorship DSIT cannot offer Visa sponsorship to candidates through this campaign. DSIT holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify. 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 . See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * 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) * 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 ## Related Videos - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [Qwik: Making sure that easy is same as performant](https://www.wearedevelopers.com/videos/605-qwik-making-sure-that-easy-is-same-as-performant) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [How Data is Shaping our Games](https://www.wearedevelopers.com/videos/176-how-data-is-shaping-our-games) - [Building a Multi-Agent Orchestration Engine That Actually Follows the Rules](https://www.wearedevelopers.com/videos/100159-building-a-multi-agent-orchestration-engine-that-actually-follows-the-rules) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)