Lead IT Service Manager

Do you have hands‑on leadership experience in IT Service Management within complex, large‑scale organisations? Do you have the ability to lead the work of engineering teams in maintaining and improving critical services through high‑pressure operational and strategic challenges? Are you able to communicate effectively at senior levels with business and technical stakeholders alike? If so, we would love to hear from you.

Benefits

• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year of service up to a maximum of 30 days, plus 8 bank holidays and a privilege day for the King’s birthday.
• Flexible working options encouraging a great work‑life balance.

Read more in the Benefits section below!

Role Overview

As a Lead IT Service Manager at DVLA, you will provide senior leadership and accountability for all aspects of IT Service Management across one of DVLA’s three major service towers: Drivers, Vehicles or Core.

You will act as the senior focal point for your tower, ensuring services are delivered effectively, efficiently and in line with industry best practice.

You will be accountable for IT service ownership across a large and diverse portfolio of services, including responsibility for the effective and efficient operation of fourteen distinct ITSM practices / functions, ensuring continual alignment to evolving industry best practice.

For the most business‑critical and complex services, you will act directly as the IT Service Manager, providing hands‑on leadership and expert judgement.

You will lead major cross‑functional activities involving engineering teams, delivery teams, operational and non‑operational business areas, and third‑party suppliers.

You will lead and mentor senior ITSM professionals within your tower, building a strong, multi‑skilled capability with a culture of accountability, collaboration and continual improvement. You will also act as a senior escalation point for service risks and issues, representing ITSM at senior forums across the Agency and externally.

This role is at the heart of ensuring the availability, performance, security and continual improvement of DVLA’s IT services, many of which are business‑critical, public‑facing and nationally significant.

Responsibilities

• Provide direct, hands‑on leadership for the most business critical and / or highest complexity ITSM activities arising from all work across your service tower, including major cross‑functional / matrix leadership of resources spanning all ITS capabilities, other DVLA directorates (operational and non‑operational) and external partner / supplier organisations.
• Be accountable for the overall line management and mentorship of all resources within your service tower and work with other Lead IT Service Managers to re‑assign resources between the services towers as required, according to both day‑to‑day operational ITSM demands (e.g. Incident and Change) alongside strategic, longer‑term work such as Service Architecture and Transition.
• Ensure that your team holds holistic knowledge of all services within its tower, i.e. their business purpose and context, underpinning technology, support model and stakeholders. For the most business critical services, hold this knowledge yourself.
• Hold and proactively maintain expert level knowledge of ITSM industry best practice, staying abreast of evolving industry trends including how ITSM interfaces with other modern industry philosophies adopted at DVLA, such as DevOps and Agile. Be accountable for disseminating and ensuring application of this throughout all work within your service tower.
• Hold a thorough understanding of technical concepts, sufficient to lead major cross‑functional efforts involving lead / senior engineering resources, making effective ITSM decisions based on significant levels of technical information.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

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