Overview
As a Senior IT Service Manager within the Digital, Data and Security Services (DDSS) directorate at Ofgem, you will be accountable for the delivery and continuous improvement of a portfolio of IT services. You will set service strategy, oversee performance, and act as a senior escalation point for complex issues while managing supplier relationships to ensure that service quality meets both user expectations and organisational standards.
Responsibilities
- Lead the development of end‑to‑end delivery of IT services, ensuring alignment with organisational objectives and adherence to ITIL‑based practices.
- Own service performance, monitor SLAs and drive improvements to achieve high levels of reliability, availability, and user satisfaction.
- Act as the service management authority for assigned services, ensuring governance, accountability and operational excellence.
- Serve as the senior escalation point for complex or critical service issues, ensuring timely resolution and effective stakeholder communication.
- Lead supplier and vendor relationships, holding partners accountable for performance and ensuring alignment with contractual and service expectations.
- Chair service review meetings and governance forums, providing clear reporting and insight into service performance.
- Drive continual service improvement initiatives, identifying opportunities to enhance efficiency, resilience and value delivery.
- Maintain service documentation, including service catalogues and knowledge bases, ensuring they are accurate and accessible.
- Support financial management of services, including cost control, forecasting and optimisation activities.
- Build and support high‑performing teams, providing coaching and mentorship to develop capability across service management functions.
- Support the delivery and transition of new services into live operation, ensuring operational readiness and sustainability.
Qualifications and Experience
- Significant experience owning and managing IT services within an enterprise environment.
- Strong knowledge of ITIL frameworks and service management best practice.
- Experience managing supplier relationships and holding vendors accountable for performance.
- Proven ability to drive service improvement and enhance operational performance.
- Strong stakeholder engagement skills, with the ability to influence across technical and business domains.
- ITIL v4 Foundation certification is required; higher‑level ITIL certifications (e.g. Create, Deliver and Support) are strongly preferred.
- Experience operating within government or regulated environments, and in service transition or transformation activities, is beneficial.
- Experience maturing service management processes and maintaining service documentation.
- Experience operationalising new services (e.g. ITSM processes such as CMDB) is desirable.
Behavioural Attributes
- Making Effective Decisions
- Communicating and Influencing
- Managing a Quality Service
Technical Skills
- In-depth knowledge of ITIL frameworks.
- Experience in service transition, change management, and service improvement.
- Strong analytical and problem‑solving skills.
Selection Process
The selection will include an interview and a presentation; detailed instructions will be provided in the invitation.
Compensation and Benefits
The role offers an annual salary of £49,452 plus pension contributions. Annual leave and training allowances are competitive. Hybrid working arrangements and flexible hours are available.
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