IT Customer Service Manager

Job summary

HM Land Registry (HMLR) is delivering an ambitious transformation portfolio to support its strategic priorities. As an IT Customer Service Manager, you will lead a cross-functional Business Partner team, acting as the key link between business stakeholders and IT Service Management. You will drive stakeholder engagement, service improvement and demand management, ensuring services align with business priorities, deliver value and support organisational objectives.

Job description

• Lead, coach and develop a team of Business Partners, creating an inclusive and collaborative environment that supports high-quality service outcomes.
• Build strong relationships with stakeholders across the organisation, understanding priorities and ensuring customer needs are represented in service decisions.
• Provide insight and advice to support demand planning, service improvements, investment decisions and the delivery of business objectives.
• Monitor service performance and customer experience, identifying opportunities to improve services and deliver greater value.
• Lead the resolution of service issues and risks, working with stakeholders to implement effective and sustainable solutions.
• Promote effective governance, compliance and continual improvement, ensuring services remain responsive to changing business needs.
• Work collaboratively with internal teams and suppliers to align services, priorities and improvements with organisational goals.
• Champion a customer-focused approach, driving positive outcomes and continuous enhancement of IT services.

Please note this role requires a minimum of 30 hours per week.

The role will be based in Nottingham, with travel to other HMLR Business Units & Supplier sites required.

HMLR expect everyone to spend at least 60% of their working time in the office.

Please see attached job description and candidate pack for further information.

Person specification

You will hold ITIL Foundation certification or be willing to achieve this within 12 months of appointment. You are an experienced people leader with a strong background in IT Service Management in a medium/large organisation and a passion for delivering excellent customer service. Skilled at building trusted relationships with senior stakeholders, you will be confident influencing decisions, driving service improvements and translating business needs into practical solutions.You'll combine strong communication and analytical skills with a good understanding of IT service delivery, using data, customer insight and feedback to continuously improve services and deliver positive business outcomes.

Behaviours

We'll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Leadership
• Developing Self and Others
• Making Effective Decisions
• Delivering at Pace

Benefits

Alongside your salary of £45,514, HM Land Registry contributes £13,185 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity – we value honesty, trust and doing the right thing in the right way.
• We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
• We are professional – we value and grow our knowledge and professional expertise.
• We give assurance – we guarantee our services and provide confidence to the property market.

The HMLR Way – Our Shared Commitment

What you can expect from HMLR:

• Inclusive & Empowering: A positive, healthy environment where everyone feels valued and empowered to contribute
• High Performance: Access to tools, resources, and development opportunities within a supportive culture
• Value & Recognition: We value team and individual improvement, learning from setbacks as much as celebrating success
• Clarity & Transparency: Clear communication of our vision and priorities, so our direction and decisions are evident

You can find more information on our rewards package on our website.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Application

To apply for this role, please attach an anonymised CV when prompted. Your CV should include how you demonstrate the following Essential Experience:

• ITIL Foundation certification or willingness to achieving within 12 months
• Proven knowledge and experience of IT Service Management processes in a medium/large organisation.
• Track record of translating business needs into service improvements, priorities or investment opportunities.
• Experience of delivering outstanding customer service.

You will be asked to provide a personal statement. In no more than 500 words, please demonstrate how you meet the following Essential Experience:

1. Describe a time when you led a service improvement initiative within a medium or large organisation. Explain how you identified the improvement opportunity, engaged stakeholders, applied service management practices, and delivered positive outcomes for customers and/or the organisation.
2. Describe a time when you successfully influenced senior stakeholders or business leaders to support a service, investment, prioritisation or improvement decision. Explain how you built relationships, managed competing priorities and secured agreement. What strategic business benefit was achieved as a result of your intervention, and how did this contribute to wider organisational objectives, customer outcomes or operational perfo