IT Service Management Support Officer

Job summary

The IT Service Management Officer supports the effective delivery of IT Service Management activity by providing coordination, administration, data maintenance and stakeholder support across ITSM processes and service engagement activities.

Their priority is to help their customers receive a great service and experience and are handled with courtesy and integrity. They put the customer at the heart of all interactions related to their services.

Job description

The successful candidate will be responsible for:

• Working with service stakeholders and ITSM colleagues to coordinate meetings, maintain records and support stakeholder engagement activities.
• Maintaining service information, documentation, action logs and governance records, ensuring information is accurate and up to date.
• Gathering and maintaining data to support service reporting, dashboards, stakeholder updates and governance information, ensuring accurate and timely information is available within agreed timescales.
• Supporting service review, project and improvement activities by maintaining information, coordinating actions and ensuring activities are tracked in line with agreed processes.
• Working collaboratively with Business Partners, Service Portfolio teams and wider IT colleagues to support effective service delivery and stakeholder outcomes.
• Promoting consistent ways of working and contributes to a customer-first approach across IT Service Management activities.

Person specification

To be successful in this role, you will need to demonstrate the following:

Essential Technical Skills and Qualifications:

• A strong will and desire to provide first class customer support.
• Ability to work and collaborate as part of a multi-functional team.
• An awareness of IT infrastructure and/or IT operations
• Experience in the use of Microsoft Business Applications, specifically desktop software applications.
• Demonstrates an adaptable approach to problem solving.
• Ability to adapt to changing environments.

Essential Experience:

• Proven experience of delivering a quality customer service in a fast-paced environment.
• Displays patience, provides tactful advice, especially under pressure and where there are competing demands.
• Effective communication skills, including the ability and flexibility to interact and build working relationships.

Behaviours

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

• Changing and Improving
• Communicating and Influencing
• Working Together

Benefits

Alongside your salary of £27,883, HM Land Registry contributes £8,077 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.

Then to apply for this vacancy, you will need to submit your CV and complete a Personal Statement section (in no more than 500 words) and this should be used to outline the criteria listed below:

• Proven experience of delivering a quality customer service in a fast-paced environment.
• Effective communication skills, including the ability and flexibility to interact and build working relationships.

If successful at the shortlisting stage, you will be invited to attend a blended interview which we anticipate will be held on week commencing 19th October 2026.

Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications – this is 11:55pm on the advertised date.

The interview will assess the experience and behaviours listed in the attached job description. Candidates may refer to notes within their interview, but they should be used as a prompt only.

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview.

If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

Please note that we will only offer sponsorship for a skilled worker visa where a role is