Senior IT Service Manager

The Government Property Agency is the largest property holder in government, with morethan £2.1 billion in property assets and over 55% of the government’s office estate.

We are transforming the way the Civil Service works by creating great places to work,leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme,Whitehall Campus Programme and Net Zero Programme. We are also delivering cost-effective property services such as asset management, lifecycle replacement and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning,where curiosity and self-improvement are encouraged. Our four core values are at the heartof everything we do. They shape our culture and guide how we work, lead and grow together:

• Striving for excellence
  - We always aim to deliver great results
• Empowering through respect
  - We insist on fair treatment for all, always
• Acting with integrity
  - We consistently do the right thing
• Succeeding together
  - We rely on each other to achieve success

We are committed to representing the communities we serve by making Equality, Diversity,and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet theneeds of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, andpeople who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability,nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape ourfuture direction.

Have you ever imagined yourself at the heart of a major digital transformation, shaping the future of property and workplace management across the UK government?

Join us in Year 3 of our ambitious four‑year Digital Strategy, where we’re revolutionising corporate real estate, workplace services, asset and space management through a best‑in‑class technology ecosystem. From Salesforce CRM and Service Now to Microsoft 365, MRI Horizon to Planon IWMS, Dynamics 365 Business Central, Ardoq and Atlassian, we’ve already laid the foundations.

Next up? Implementing new and cutting edge technologies such as Digital Twin, BIM, CAD, IoT, Smart Buildings, Gen AI and Agentic AI. If you’re passionate about delivering seamless digital employee and workplace experiences, read on…

As Senior IT Service Manager, you will hold a key position within the Corporate Systems Team at the Government Property Agency. Your responsibilities will include leading, governing, and continually enhancing enterprise IT Service Management (ITSM) across strategic platforms. Reporting to the Business Systems Manager, you will be tasked with:

• Defining and implementing the enterprise service management strategy, incorporating strong security governance, for all core digital platforms.
• Driving ITSM excellence utilizing Service Now and JIRA Service Management.
• Designing, implementing, and managing robust Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for Incident, Problem, Change, and Service Request and Vulnerability processes.
• Establishing and maturing IT Operations Management (ITOM) within Service Now, ensuring a complete Configuration Management Database (CMDB) and comprehensive Business Continuity Management (including Recovery Point Objective/Recovery Time Objective - RPO/RTO).
• Embedding robust change management and user…