ITSM Practice Manager

Job summary

Are you passionate about IT Service Management (ITSM) and looking to develop your expertise within a large-scale organisation supporting millions of customers?

Do you thrive in a collaborative environment where you can work across multiple ITSM disciplines, gaining valuable insight into the services and technologies that drive business success?

If so, we’d love to hear from you!

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVLA - Driver and Vehicle Licensing Agency – Civil Service Careers

Job description

As an ITSM Practice Manager, you will lead and manage a small, multi-skilled team responsible for delivering a broad range of IT Service Management (ITSM) practices across a specific service area ('tower') within DVLA, such as Drivers, Vehicles, or Core Services.

You will be accountable for overseeing ITSM activities across all relevant IT service and support functions within your tower, ensuring effective service management processes are in place and performing as expected. Working closely with colleagues, stakeholders, and suppliers, you will define and drive performance against Operational Level Agreements (OLAs), helping to underpin the delivery of services in line with agreed Service Level Agreements (SLAs) and the needs of both the business and its customers.

This is an exciting opportunity to apply your ITSM expertise across a diverse and complex technology landscape, supporting services relied upon by millions of customers. You will lead your team in embedding industry best practice across a range of ITSM functions, driving continual service improvement, service excellence, and operational performance.

As a key contributor to DVLA's service management capability, you will use your knowledge and experience to influence service delivery outcomes, build strong relationships across the organisation, and ensure ITSM practices remain aligned to business objectives and customer expectations.

Your responsibilities will include, but aren’t limited to:

• IT Service Management Framework and Practices: Using your knowledge / experience of industry best practice, lead your team in operating all the below listed ITSM practices and functions for the services within your tower, in accordance with the documented processes, activities and success factors for each practice.
• Incident Management
• Problem Management
• Change Enablement
• Service Transition
• Service Configuration Management
• Service Continuity Management
• Capacity and Performance Management
• Monitoring and Event Management
• Continual Improvement
• Management of SSL/TLS Certificates

• Ownership and initiative: Ensure you and your team take direct ownership of the processes and activities involved in operating the practices on a day-to-day basis for your service tower, pro-actively engaging directly with all relevant engineering teams and stakeholders as necessary in order to drive and manage resolution of issues.

• Stakeholder relationship management: Identify all stakeholders relevant to your service tower across engineering, service management and business areas, and ensure you and your team build and maintain strong working relationships with these.

• Technical understanding: Understand core technical concepts sufficiently to lead / manage conversations with technical teams and make effective ITSM practice decisions for your service tower based on technical information / recommendations.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

Required experience:

You'll have a genuine passion for IT Service Management and enjoy leading and developing people in an innovative and collaborative environment. This role offers an exciting opportunity to make a real impact, shaping the delivery of ITSM practices across a wide range of services.

You'll be self-motivated, take pride in delivering high-quality work, and lead by example. Creating a positive, inclusive team culture will be important to you, ensuring colleagues feel valued, empowered to share their ideas, and encouraged to contribute to the team's success.

As a confident and effective communicator, you'll be able to translate technical information for a variety of audiences, ensuring key messages are understood and acted upon. You'll use your strong interpersonal skills to build productive relationships with stakeholders, suppliers, and technical teams across the organisation.

You'll have a proactive mindset and a passion for continual improvement, actively seeking opportunities to enhance processes, challenge existing ways of working, and drive efficiencies that deliver better outcomes for both the business and its customers.

You will either already hold the relevant professional certifications outlined in the role profile or be willing to work towards achieving them. Full support and development opportunities will be provided to help you succeed.

Additional Information

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 53 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 35 hours per week.

This role is suitable