IT Service Manager - Government Property Agency - SEO
Government Digital & Data -
Location
Birmingham, Bristol, Cardiff, Leeds, Manchester, Nottingham, Swindon
About the job
Job summary
The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate.
We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.
Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost-effective property services such as asset management, lifecycle replacement and workplaceservices.
Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:
- Striving for excellence- We always aim to deliver great results
- Empowering through respect- We insist on fair treatment for all, always
- Acting with integrity- We consistently do the right thing
- Succeeding together- We rely on each other to achieve success
We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.
Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth. We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.
Job description
We are seeking a highly organised and customer-focused Service Manager to support the delivery of IT services across multiple locations. You will play a crucial role in managing a multi-sourced service support team, ensuring that service availability, performance, and customer responsiveness are maintained to the highest standards.
Operating within a dynamic Government Property Agency (GPA) environment, you will bridge the gap between technical teams, external suppliers, and internal clients. A key part of your role will involve supporting the 'Hubs' programme, ensuring smooth transitions for new onboarding requests from project phase to live operational service. You will also step in to deputise for the G7 Regional Service Manager when required, making this an excellent opportunity for leadership development within IT Service Management.
Key Responsibilities
- Assist with the management of a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance
- ensure that the service catalogue and wider IT service operations knowledge library are maintained
- ensure that adequate reporting and service standards are met for your specific service
- ensure that all technical change is communicated and managed, with appropriate governance
- Assist with new onboarding requests, ensuring all client requirements are captured and working with technical teams to deliver these
- Working with the Hubs programme to ensure all aspects of Service Management are captured and handed over in a timely manner prior to go-live. Ensuring client requirements are captured, setting up necessary access and delivering service introductions to Clients
Person specification
- IT Service Management (ITSM): Practical experience in IT service delivery and operations, including maintaining service catalogues, knowledge libraries, and service management workflows.
- Service Transition & Onboarding: Experience gathering client requirements, managing service handovers from programme/project teams (e.g., property or infrastructure hubs) to live operations, and delivering service introductions.
- Change Governance: Hands-on experience managing and communicating technical changes in line with strict governance and change control processes.
- Financial & Operational Administration: Experience handling financial administrative tasks, including raising and managing purchase orders (POs) to ensure uninterrupted service delivery, alongside managing meeting governance (minutes and action tracking).
- Stakeholder & Client Relations: Strong interpersonal skills with the ability to build customer-centric relationships, manage expectations across multi-location teams, and present service reports at senior client reviews.
- Continual Service Improvement (CSI): Demonstrated capability to identify service gaps, implement improvement plans, and drive operational efficiency across multi-sourced delivery teams.
- Analytical & Service Reporting: Ability to monitor, analyze, and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure service availability and quality.
- Leadership & Adaptability: Confidence and decision-making maturity to deputise for senior leadership (G7 level) and manage escalated service issues when required.
Essential
- Experience of managing Third Party Suppliers
- Experience of ITSM tools and integrations
- Experience of working with stakeholders to identify objectives and potential benefits
Desirable
- Experience of managing teams that operate Networks
- Experience of identifying process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Qualifications
CITP (Gold Standard)
