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IT Service Manager -Gangmasters and Labour Abuse Authority

Government Digital & Data -

Full-time (Permanent)
£30,500 to £36,500
Published on
23 May 2024
3 June 2024

IT Service Manager

Gangmasters and Labour Abuse Authority

Apply before 11:55 am on Monday 3rd June 2024


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Gangmasters and Labour Abuse Authority Logo


Reference number



£30,500 - £36,500

Civil Service Pension with an average employer contribution of 27%

Job grade

Higher Executive Officer

Contract type


Business area

GLAA Corporate Services - Information Technology

Type of role

Information Technology

Working pattern

Full-time, Homeworking, Part-time, Compressed hours

Number of jobs available




This role is available as a designated homeworking role.

About the job

Job summary

Do you thrive in a challenging environment and actively seek solutions?  Do you want to be part of a newly created team to deliver a quality service and drive improvements? We are currently recruiting for the position of IT Service Manager to join our newly established Corporate Services Directorate, which consists of three Departments: Finance, Digital Data and Technology (DDaT) and People. This role will be essential in supporting the Corporate Services Departments in becoming more strategic, proactive, efficient, and effective in how they operate and the support they provide, allowing the GLAA to prosper and deliver on its strategic priorities.

About the GLAA

At the Gangmasters and Labour Abuse Authority (GLAA), we provide exceptional service to the public, businesses, and workers in the fight to stop worker exploitation. We are seeking inspiring leaders who can set clear direction, role model exemplary leadership behaviours, and deliver our vital services to our wide range of beneficiaries with a focus on efficiency and excellence. Building a culture of belonging, we are committed to providing an experience that is inclusive, equitable and kind. We prioritise diversity and believe in a culture rooted in collaboration, growth and team cohesion. Every day, everyone on the team contributes to stopping worker exploitation.

The GLAA is one of the principal investigative law enforcement bodies for labour exploitation in the UK. The GLAA ensures that workers in the UK are treated fairly, properly and are protected from abuse and exploitation. We have three core functions:

  • Regulation - We regulate businesses that provide workers to the horticulture, agriculture, shellfish gathering and food processing and packaging. Our regulatory work includes operating a licencing scheme, undertaking inspections to ensure compliance with that scheme, and taking enforcement action where there are breaches.
  • Prevention – We work with a broad range of stakeholders locally, nationally, and internationally to help prevent workers from being exploited.
  • Enforcement - We investigate allegations of worker abuse under the Modern Slavery Act 2015. GLAA Officers conduct civil and criminal investigations and take enforcement action, including prosecutions and court orders to disrupt criminal activity. We also support victims who have been abused, in particular by ensuring they can access specialist help from our partners.


Job description


This is an exciting time to join GLAA’s IT team. GLAA is in the process of developing a roadmap to replace its core business systems.  You will have a fantastic opportunity to contribute to and implement GLAA’s Digital and Data Strategy. We will be undertaking discovery work in the Spring of 2024, with digital programmes due to commence in the Autumn of 2024. You will operate with the guidance of the Home Office Technology strategy and Government Digital Service’s service manual and TCOP, to redesign how GLAA delivers its work and influence how new technologies can improve operational processes.

Why is this role important to GLAA

As the IT Service Manager, it will be your role to protect live services. You will be responsible for the performance of key functions that support GLAA’s Digital and Data Strategy. This is a key role in a newly established team and provides the successful candidate with the opportunity to shape how IT services are delivered. The candidate is required to undertake key activities associated with Service Management.

Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 30 hours over 4 days per week. 

We’re looking for someone with strong interpersonal skills who’ll enjoy working in a delivery focused, agile environment with multidisciplinary teams. You’ll be an experienced IT service manager supporting and continuously improving products of significant scale and complexity. You’ll get support from your people manager, delivery manager peers, the wider GLAA community and from formal learning opportunities to develop in this role.

Your role will involve, but will not be limited to;

  • Providing system administration for GLAA IT Applications
  • Administering an GLAA configuration management database (CMDB) whilst supporting the Senior IT Service manager in ensuring that all IT hardware and software assets are tracked, clearly identifiable by location and user, ensuring compliance with licensing and usage policy and audit assurance requirements.
  • Supporting the development and maintenance of the GLAA IT Service Catalogue
  • Support the production of IT Services Management Information and Key Performance Indicators
  • Ensuring our Service Management function is business driven, customer focused and value for money.
  • Managing the timely resolution of problems working with internal and external stakeholders.
  • Contributing to the continued upskilling in the wider organisation in using the GLAA systems and applications.
  • Contribute to the compliance of the GLAA Cyber Security Strategy
  • Ensuring effective management of issues raised on all channels, engaging with colleagues and support teams where required to make sure the resulting Incidents/Tickets, queries, problems, are handled using appropriate prioritisation, agreed processes, procedures and policies and ensuring end user satisfaction.
  • Attending monthly service management meetings, identifying issues, recommending solutions to support service improvement.
  • Assess and monitor adherence to asset policies, procedures and processes within the team, whilst being a conduit for Asset related requirements, business activity reports and forecasts.
  • Collaborate with Directorates to foster a culture of continuous service improvement and identify opportunities for service improvements and defining relevant costs.
  • Collaborating with management to ensure purchasing effectiveness and resolve purchasing issues.
  • Contributes to team efforts by accomplishing reactive tasks as required.
  • Responsible for the day-to-day management of the IT inbox
  • Providing IT security advice when required.

We are currently underrepresented by female, transgender, non binary, ethnic minority and disabled colleagues, and are keen to change this, so welcome applications from all parts of the communities we serve. 

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

  • An awareness of supporting IT case management systems
  • Experience in developing Service Management processes to ensure relevant stakeholders requirements are met.
  • Strong incident management and analytical trouble shooting skills, with good experience of the incident, problem, demand and change processes.
  • Strong communication skills (both oral and written), with the ability to deal with and manage stakeholders confidently.
  • Excellent organisational skills, including the ability to use initiative, to prioritise workload, manage others and work under pressure to achieve tight schedules and deadlines.
  • Ability to work with a high degree of autonomy and resilience, to competing demands.
  • Experience of managing IT assets and understanding IT asset lifecycles
  • Experience of providing system administration functions
  • Ability to identify issues and opportunities for service improvements.


ITIL v3 foundation


Alongside your salary of £30,500, Gangmasters and Labour Abuse Authority contributes £8,235 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We offer a generous total package to our employees which includes the following:

  • 32.5 days annual leave in addition to 8 public holidays
  • Flexible public holiday scheme
  • Choice of pension schemes, including access to the extremely generous Civil Service Pension, which also provides a death in service lump sum payment and a survivor’s pension payment
  • Annual performance related bonus scheme
  • Access to employee discounts
  • Access to a wellbeing portal
  • Employee assistance programme
  • Access to mental health first aiders within the organisation
  • Flexibility for working hours through the Flexitime scheme
  • Hybrid working available
  • Enhanced maternity and paternity benefits
  • Commitment to employee development

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths and Experience.

Application Information

As part of your application, you will be invited to complete an anonymised CV (including your career history, qualifications and experience), and a Personal Statement (up to 1000 words) which demonstrates how you meet the Essential Skills listed in the person specification.

Application Guidance

Please access the following link for guidance on how to apply and how to complete a personal statement  

Sift Information

At Sift you will be assessed on your CV and your Personal Statement and the following strength;

  • Service Focused.

The Sift will take place during w/c 10 June 2024. 

Interview Information

At interview, you will be assessed on experience based questions and against the following strengths; Team Player, Change Agent, Problem Solver and Service Focussed.

Interviews will take place w/c 17th June 2024

Please note that dependent on numbers of applications received these dates could be subject to change.

Candidates should be aware that there may be a requirement to attend the GLAA office in Nottingham, when there is a business need to do so. Attendance will be supported by the GLAA Travel and Subsistence policy. 

AI Tools & Platforms

During the application process candidates are allowed to utilise AI (artificial intelligence) platforms and Tools to support them in writing their CV’s and Personal Statements. However, all information submitted must be factually accurate. This includes presenting the ideas and experience of others, or those generated by artificial intelligence, as your own. All presented information will be assessed at the Interview Stage.

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