IT Service Management Practice Co-ordinator - Driver and Vehicle Licensing Agency - EO

Location

Swansea

About the job

Job summary

Can you analyse IT service management processes and identify opportunities for improvement?

Do you enjoy working with stakeholders and technical teams to drive continual service improvement and embed best practices?

Have you used data, reporting or performance measures to identify trends and support decision-making?

If so, we’d love to hear from you!

As an IT Service Management (ITSM) Practice Co-ordinator, you will support the delivery of a wide range of IT Service Management practices, ensuring effective service delivery, operational resilience, and continual improvement across critical digital services.  You will work collaboratively with technical teams and stakeholders to assist in the co-ordination of incidents, changes, service transitions, configuration data, performance monitoring, and reporting activities. You will utilise ITSM best practice principles to improve service performance, support business objectives and contribute to the delivery of reliable, customer-focused IT services.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here.
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday.
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVLA - Driver and Vehicle Licensing Agency – Civil Service Careers

Job description

You will support the ongoing development and implementation of ITSM practices, helping to ensure they work effectively across DVLA’s IT services.

Your responsibilities will include, but aren’t limited to:

1. Contribute to the completion of tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower:

• Incident Management
• Problem Management
• Change Enablement
• Service Transition
• Service Configuration Management
• Service Continuity Management
• Capacity and Performance Management
• Monitoring and Event Management
• Continual Improvement
• Management of SSL/TLS Certificates

2. Take ownership of lower complexity process tasks and activities underpinning management of the practices within your service tower, adopting a pro-active mindset.

3. Collate basic data and information from ITSM tooling to support reporting activities for your service tower.

4. Possess awareness of reporting metrics relevant to ITSM practices and your service tower and why they are important.

5. Possess awareness of the context of you and your service tower’s work in relation to ITS / DVLA strategy and be able to communicate this to others.

For further information on the role, please read the attached 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.

Open Sessions: Would you like to find out more about the role, the team and what it’s like to work in our department? If so, we are organising an open session where you can virtually 'meet the team' on Thursday 10th September 2026 at 12:30. Sign up here. The virtual meeting will be set to anonymous so attendees won't be able to see one another's details. 

Person specification

• Genuine interest in ITSM who enjoys working in a dynamic, innovative, and collaborative environment.
• We are seeking an individual who demonstrates initiative, takes pride in delivering high-quality work and is keen to learn and develop their expertise.
• Ability to proactively prioritise tasks to meet daily demands of the role.
• Strong communication skills are essential, as you will need to build positive working relationships with stakeholders and technical teams.
• Comfortable discussing technical concepts with colleagues, translating information where necessary.
• A curious and analytical mindset, enjoying problem-solving and identifying opportunities for improvement that deliver value to the organisation.
• We would also welcome hearing how your skills, experiences, and personal attributes make you well suited to this role and how you can contribute to the success of the ITSM Practice team.
• If you do not already hold an ITIL 5 foundation certification, you must be willing to work towards achieving it once in post. Full support and development opportunities will be provided to help you attain these qualifications.