Information Technology Service Management Manager

Working Patterns: Flexible working, Full-time, Job share, Part-time, Compressed hours

As a IT Service Manager within the Corporate Platform Engineering branch of Digital Services, you will be part of the Corporate Platform Enablement Team which provides technical oversight, Delivery and Service Management for the Platform Engineering branch of Corporate IT Services. The team will work closely across Divisions and Directorates and will support multiple areas including Compute, Storage and Backup, Build and Deploy, Connectivity and Infrastructure Services, working alongside Engineers, Architects and Delivery Managers to mature the Platform Enablement service which is the 'front door'to platform Engineering for Digital Services.

You will work with technical teams across cloud, infrastructure and connectivity services to define service offerings, standards, support boundaries and shared responsibilities. The role offers opportunities to develop knowledge of platforms such as AWS, Google Cloud, Azure and Broadcom while ensuring services remain reliable, secure and supportable.

You will establish meaningful KPIs and success criteria, using service performance, operational insight and customer feedback to measure effectiveness and drive continual improvement. As a point of contact for customers across the organisation, you will build trusted relationships, champion the customer experience and ensure that services have clear ownership, service-level expectations and operational readiness and escalation routes. You will also provide assurance for change, service transition and major incidents, ensuring that service management considerations are embedded throughout the platform lifecycle.

Responsibilities

As an IT Service Manager, you will:

• Develop and mature the Platform Enablement service, defining its service offer, standards, support boundaries and continual improvement priorities.
• Provide IT service management across public cloud, private cloud, data centre, connectivity and shared infrastructure services.
• Establish meaningful KPIs, service-level expectations and success criteria, using them to demonstrate the effectiveness and value of Platform Enablement.
• Monitor and report on service performance, bringing together service health, availability, change outcomes, operational risks, customer feedback and improvement activity.
• Build and maintain trusted relationships with customers and senior stakeholders across the wider organisation, acting as a point of contact for Platform Enablement.
• Champion the customer experience, ensuring that services are accessible, responsive and designed around clear customer needs and organisational outcomes.
• Embed the Corporate Platform Engineering shared responsibility model, ensuring that service ownership, support boundaries, accountabilities and escalation routes are understood and documented.
• Use incidents, problems, service and customer feedback data to identify recurring issues and prioritise improvements.
• Provide service advocacy and support during major incidents and significant service issues, coordinating customer communications, escalation and post-incident learning across the relevant service teams.

In return we offer:

A market leading pension scheme - our employer contribution rate is around 28%

A choice of working patterns: full-time, part-time, job-share.

Maternity, adoption or shared parental leave of 26 weeks full pay (subject to qualifying criteria)

Employee Assistance Programmes

Diversity Network Groups

Mental Health Allies

Civil Service Sports and Social club

Generous holiday allowance – 25 days annual leave, rising to 30 days after 5 years service in addition to 9 public holidays