Senior IT Service Manager (Catalogue) - Department for Transport - SEO

This is an excellent opportunity for an experienced IT service management professional who enjoys problem-solving, service improvement and delivering meaningful outcomes for users and the wider organisation.

Your Responsibilities Will Include, But Aren’t Limited To

• Defining and maintaining the roadmap for the ITSM tools, including the larger tooling ecosystem in partnership with Architecture.
• Configuring and maintaining workflows for the defined processes which are managed within the ITSM tool, driving consistency across the teams.
• Leading platform upgrades and overseeing the day-to-day platform health, upgrades and releases to ensure an available and supported service.
• Communicating and promoting features and functionality of deployed tooling to help ensure we gain high levels of value created, utilising best practice of the recommended tool configuration.
• Creating and enhancing dashboards and reporting across IT Service Management practices, enabling service owners and team leaders to make informed decisions. Collaborate with the Service Level Management (SLM) team to ensure service performance data is accurately captured, analysed, and translated into meaningful management information and service improvement opportunities.
• Acting as the bridge between operational teams, architecture, business, and vendor stakeholders. Managing the integrations and presenting a customer-consumable platform to meet the organisation's needs.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

To be successful in this role you will need to have the following experience:

• Hold, or be willing to work towards, ITIL® 4 certification (or higher) and/or ISO 20000 service management standards, with a strong understanding of IT Service Management (ITSM) principles, best practice frameworks, and their application within a complex operational environment.
• Managing and reporting on IT Service Management performance, using service data, metrics and insights to monitor service health, identify trends, support decision-making, and provide clear reporting to stakeholders at all levels.
• Leading service improvement initiatives, identifying opportunities to enhance service quality, efficiency and customer experience, and driving continuous improvement activities from concept through to implementation and benefit realisation.
• Owning and governing end-to-end service management processes, ensuring they are documented, consistently applied, regularly reviewed, and aligned with organisational objectives, customer needs, and industry best practice.
• Managing service catalogues, maintaining accurate and accessible service information, defining service offerings, supporting service design activities, and ensuring services are clearly understood by both users and stakeholders.
• Developing and maintaining knowledge management practices, ensuring that knowledge articles, guidance and support documentation are accurate, accessible and up to date, enabling effective knowledge sharing, self-service and operational resilience.

Working Hours, Office Attendance And Travel Requirements

• Full-time roles consist of 37 hours per week.
• Whilst we welcome applications from those looking to work with us on a part-time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.
• Occasional travel to other offices will be required, which may involve overnight stays.
• This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.
• The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

DfTc does not offer Visa Sponsorship for this role.