Ofgem
Senior IT Service Manager
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Senior IT Service Manager
Senior IT Service Manager – Digital, Data and Security Services (DDSS)
Location: Cardiff, Glasgow, or London (with preference for applicants from Cardiff and Glasgow)
Job Summary
In times of rapid digital transformation, effective IT service delivery is critical for any government body striving for efficiency, security, and responsiveness. Ofgem plays a pivotal role in regulating the UK’s energy system, ensuring consumers are protected while enabling a sustainable, resilient energy future. High-quality IT services are integral to delivering this mission.
The Digital, Data and Security Services (DDSS) directorate is currently driving a major technology modernisation initiative while ensuring continuous operational service delivery. This ambition demands strong leadership in IT service management—balancing stable day-to-day operations with transformative change initiatives.
As a Senior IT Service Manager, you will:
- Set the strategic direction for IT service portfolios
- Ensure alignment with organisational objectives and IT governance frameworks
- Drive operational excellence, performance improvement, and end-to-end stakeholder engagement
- Act as the senior escalation point for high-impact incidents and supplier disputes
- Lead and refine service management processes in a multi-supplier environment
This is a highly accountable role in service delivery, governance, and transformation, requiring a blend of strategic vision and hands-on operational oversight.
Key Responsibilities
Service Design and Delivery
- Lead the end-to-end development and delivery of IT services, ensuring adherence to ITIL-based practices and organisational goals
- Establish service strategies, SLAs, and bespoke governance frameworks to guarantee reliability, availability, and user satisfaction
- Act as the authority figure for service operations, holding managers and suppliers accountable for performance outcomes
Performance and Governance
- Oversee and monitor service performance metrics, prioritising SLAs and continuous improvement
- Present data-driven insights at service review meetings and governance forums
- Hold supplier/account vendor relations accountable, aligning their outputs with contractual and operational demands
Operational Excellence
- Serve as the senior escalation point for critical incidents, demanding both rapid resolution and clear post-incident analysis
- Lead financial management of service portfolios, including cost forecasting, optimisation, and budget adherence
- Maintain up-to-date service documentation (catalogues, knowledge bases, KPI dashboards)
Team Leadership and Transition
- Build and mentor cross-functional service management teams for both ranger roles and specialists
- Support the transition of new services, ensuring seamless delivery against operational readiness targets
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Strategic Growth
- Identify service improvement opportunities through knowledge sharing and industry best practices
- Partner closely with leadership pros to align IT investments with business objectives
Requirements
Experience & Qualifications
Essential Criteria (Lead Qualification Requirements)
- Extensive hands-on experience owning and managing IT service portfolios within an enterprise environment
- Minimum ITIL v4 Foundation certification required; high-level ITIL credentials (e.g., Create, Deliver, and Support) is encouraged
- Proven track record in both service management frameworks and process maturity initiatives
- Experience in customer/stakeholder engagement and multi-vendor relationship management
Experience in the Following Preferred Areas
- Service delivery in government or regulated industries (defence, finance, energy, etc.)
- Operational experience with service transitions (migrations, upgrades, vendor departures)
- Leadership involvement in unified service management teams across ITIL domains
Key Competencies
Technical Skills
You will be judged on your ability to:
- Implement and measure ITIL-aligned processes (incident management, change control, CMDB governance)
- Leverage data-driven insights for service reporting
- Ensure regulatory compliance in technology operations (GDPR, cybersecurity best practices)
Behavioural Attributes
We assess candidates on:
- Decisiveness under pressure (prioritisation, risk assessment)
- Stakeholder alignment (collaborating with technical teams, business units, and third-party suppliers)
- Sustaining service excellence (reducing rework, predicting escalations, ongoing process improvement)
- Smatrixic problem solving through continuous learning (industry innovation, thought leadership sharing)
Benefits
Core Rewards
- Gross Salary: £49,452 (with £14,326 Civil Service pension contributions)
- Civil Service Pension Scheme (annuities, opportunities for matching private contributions, death benefits)
- Professional development budget and internal upskilling initiatives
Working Flexibility
- Hybrid option (currently 1 day a week in office)
- Enhanced benefits (e.g., on-site childcare, medical assistance, discounted gym memberships)
What Makes ofgem Different
Ofgem’s 2025 mandate is Net Zero by 2035. Attached to this, you will:
- Influence how UK’s energy regulator delivers scalable IT services to:**
- Improve resilience against energy grid failures
- Support fuel poverty reduction initiatives with technology-driven solutions
- Collaborate with teams shaping future tech strategies, including IoT-integrated smart grids and AI risk prediction
Selection Process
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Assessment Criteria
This role uses Success Profiles to evaluate candidates on:
- Relevant experience (governing services, stakeholder escalations)
- Technical skills (ITIL implementation, sustained improvements)
- Disciplinary behaviours (decisiveness, quality-focused operations)
Application Stages
- Online Questionnaire – Career history (verifying your ESS criteria)
- 1250-word Personal Statement – Mandatory to detail past service ownership, supplier negotiations, and transformation wins. No creativity or AI-generated content allowed – evidence submitted must be factually accurate and directly truthful. Plagiarism may lead to disqualification.
Interview Details
- Candidates call a presentation requirement to demonstrate leadership in:
- Serving multi-enhanced services (using your portfolio experience)
- Said rationale for a service management pivot (e.g., supplier consolidation, technology upgrade)
- Confidentiality Agreements may apply pre-appointment.
Security & Vetting
- Criminal record checks: Standard Security Vetting (SSCV) mandatory before contract offer.
- Access clearance requires Government Baseline Personnel Security Standard (BPSS).
At this juncture, candidates without SS Status cannot proceed. Please review our Vetting Charter for NDAs and septable data safeguarding.
Eligibility
Nationality
Civil Service (non-regulated post) follows UK visa policies. Qualifies spaces open to:
- UK/EU nationals
- EUESS applications post-Brexit on settled/pre-settled status
- G20 countries for EU family members (upheld in 2020)
- Vietnam, Hong Kong SAR citizens, and other exceptional cases
Workplace Commitment
The Disability Confident Scheme accommodates candidates with disabilities who show the leadership many roles require.
If you:
- Are currently cleared by the DBS (Disclosure and Barring Service);
- held Secret UKBM-level security accredited (any with a modern organisation) you may redeploy your profile through Ofgem under specific schemes.
Diversity & Inclusion
- Net Zero guidance: Ofgem partners with veterans for inclusive initiatives under: Great Places to Work
- Watchlist:
- Formerly benefits interact prisoners sending dissablements
- To XML compliance and avoid conflict, employees must also adhering our rules: Civil Service Code and Interest Declaration
Contact
Questions/Queried Offer Letters:
- Amber Shankland [amber.shankland@ofgem.gov.uk]
- Recruitment Platform: [recruitment@ofgem.gov.uk]
Civil Service Tribunal Information
Breach of selection process guidelines without warning may escalate to CIA scrutiny. For details, see:
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