As an IT Service Manager, you will be working as part of a busy and dynamic team, you will ensure the overall IT service is in line with agreed service level agreements (SLA’s), that normal service operation is in place, and that the best possible levels of service quality and availability are returned and maintained, so our staff can continue their vital work within DBT and keep the department functioning at all levels. 

You will be responsible for ensuring that any incidents, problems, and changes within the IT Team of DBT are dealt with in a timely manner whilst ensuring great customer service.  You will also oversee our asset/license management process to ensure all assets/licenses are utilised and accounted for to ensure value for money. 

• Show accountability of adherence to agreed SLAs/OLAs, processes and procedures for assigned services and contracts.
• Be responsible for quality products and services that meet the needs of the business.
• Help to embed agile working practices and a digital by default culture across the department, by effectively engaging with a variety of stakeholders.
• Follow the processes to aid service continuity planning and support.
• Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements.
• Be responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users.
• Ensure that all technical change is communicated and managed, with appropriate governance

Skills and experience 

• Managing third party suppliers, working to an agreed service level agreement, and escalating where appropriate. Attending or chairing regular service review meetings and holding the supplier to account for the service supplied. 
• Investigating problems, understanding impact of technical changes and opportunities in existing processes and contributing to recommending both tactical and strategic solutions to these. Works with stakeholders to identify objectives and potential benefits available.
• Identifying key users, stakeholders and relationships and works with teams to build these. Understands how to work with stakeholders and contributes to improving these relationships.     
• Service Focus - Seeing the bigger picture, investigating how to get the best of underlying services  
• Service Reporting - Producing the relevant reports to senior managers in a standard format in an agreed timeframe, providing supporting evidence if needed. Works with key stakeholders to discuss any changes or improvements in the reporting processes.

• Possess broad technical understanding
• Can demonstrate the skill of continual service
• Have experience or understanding of asset management

At the interview stage for this role, you will be asked to demonstrate relevant Technical Skills and Behaviours from the Success Profiles framework. These are role specific and in line with the DDaT Capability Framework.

• Stakeholder relationship management
• Continual Service Improvement
• Ownership and Initiative
• Technical understanding

• Managing a Quality Service
• Communicating and Influencing
• Seeing the Big Picture
• Changing and Improving

How we offer

• departmental or company records (personnel files, staff reports, sick leave reports and security records)
• UK criminal records covering both spent and unspent criminal records
• your credit and financial history with a credit reference agency
• security services record
• location details

• learning and development tailored to your role
• a flexible, hybrid working environment with options like condensed hours
• a culture encouraging inclusion and diversity
• a Civil Service pension with an average employer contribution of 27%
• annual leave starting at 25 days rising to 30 days with service
• three paid volunteering days a year 
• an employee benefits programme including cycle to work

This role can only be worked from within the UK, not overseas. If you are based in London, you will receive London weighting. DBT employees work in a hybrid pattern, spending 2-3 days a week (pro rata) in the office on average.  Travel to your primary office location will not be paid for by DBT, but costs for travel to an office which is not your main location will be covered.

You can find out more about our office locations, how we calculate salaries, our diversity statement and reasonable adjustments, the Recruitment Principles, the Civil Service code and our complaints procedure on our website.

Find out more about life at DBT, our benefits and meet the team by watching our video or reading our blog!