Senior IT Service Manager - Ministry of Housing, Communities and Local Government - G7

Location

Bristol, Darlington, Manchester, Wolverhampton

About the job

Job summary

We are MHCLG   

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives. Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.

The Senior IT Services Manager plays a leadership role within the Digital Directorate, overseeing the governance, performance and continuous improvement of core Software as a Service (SaaS) products. This role is pivotal in aligning the department’s approach to Service Management, ensuring that digital tools and services are secure, user‑centred, and aligned with business needs.

The postholder will have responsibility for supporting the development and operations of Digital Services across the department for ticketing tools, ensuring effective and secure implementation. This will include working with suppliers to ensure we receive the best possible service, as well as managing licences and contracts. The role will have a focus on effective SaaS and Ticketing tool governance, establishing policies and standards for appropriate use of these products in MHCLG and working with the right teams to ensure these are considerate of good practices including user experience, cybersecurity and cost.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog.  Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

Job description

As a Senior IT Service Manager, you'll:

• Engage with senior stakeholders across policy, digital and operational teams to understand service needs and promote best‑practice service management
• Oversee and manage supplier relationships and contract performance for services supporting SaaS products
• Work with the Head of SaaS and Service Management to develop service‑improvement initiatives and ensure strategic planning objectives are met
• Act as a trusted escalation point for complex incidents, service requests and projects managed by the team
• Identify and implement opportunities for automation, self‑service and process optimisation, embedding ITIL best practice across service delivery
• Lead, mentor and develop the SaaS team, supporting professional growth and ensuring they have the tools, skills and guidance needed to succeed
• Enhance service standards for SaaS tools, ensuring full compliance with cybersecurity and data‑protection requirements
• Identify, monitor and escalate potential risks or recurring issues, contributing actively to continuous‑improvement activity

Person specification

As a Senior IT Service Manager, you'll have:

• Experience of administering ServiceNow/ Jira Service Management (including dashboards) or similar ITSM and SaaS Tools
• Significant experience in building strong relationships with various teams using these to influence outcomes and progress actions
• Experience of implementing and developing ITIL best-practices and promoting the benefits to the department (Preferably ITIL v4 Foundation certified)
• Demonstrated ability to influence and collaborate with senior stakeholders across technical and non-technical domains
• Experience in managing supplier relationships and ensuring value for money in digital service delivery
• Proven experience in leading digital service operations or service management
• Excellent communication skills, with the ability to translate complex technical concepts into clear, actionable guidance
• Proven track record as a self‑starter who can quickly assess situations, identify priorities and progress work at pace
• Technical experience in managing SaaS tools