IT Service Manager

The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government.

Our priorities are to drive a modern digital government, by:

1. joining up public sector services
2. harnessing the power of AI for the public good
3. strengthening and extending our digital and data public infrastructure
4. elevating leadership and investing in talent
5. funding for outcomes and procuring for growth and innovation
6. committing to transparency and driving accountability

We are home to the Incubator for Artificial Intelligence (I.AI), the world-leading GOV.UK and at the forefront of coordinating the UKs geospatial strategy and activity. We lead the Government Digital and Data function and champion the work of digital teams across government.

Were part of the Department for Science, Innovation and Technology (DSIT) and employ more than 1,000 people all over the UK, with hubs in Manchester, London and Bristol.

The Government Digital Service is where talent translates into impact. From your first day, youll be working with some of the worlds most highly-skilled digital professionals, all contributing their knowledge to make change on a national scale.

Join us for rewarding work that makes a difference across the UK. You'll solve some of the nations highest-priority digital challenges, helping millions of people access services they need

The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government.

As an IT Service Manager supporting One Login, you will play a key role in helping deliver a high-quality, consistent and reliable service experience for relying parties across government. Working within an established service management model, you will support senior service managers in ensuring that services adopting One Login can effectively onboard, operate and continuously improve.

You will contribute to the day-to-day operation and improvement of service management practices across onboarding, live service and ongoing optimisation. This includes supporting service reporting, stakeholder engagement, process adherence and continuous improvement activities.

You will work closely with teams across Product, Architecture, Service Transition, Operational Support, Data and Security, ensuring that service considerations are effectively represented and operationalised within delivery and live service environments.

In addition, you will act as a supporting conduit between service management and delivery teams, helping to ensure that priorities are translated into action and that improvements are effectively coordinated. You may take on elements of business analysis and project coordination, supporting delivery tracking, managing actions, and helping to ensure that the One Login service model is implemented and embedded consistently.

This role provides an opportunity to build experience across the full-service lifecycle while contributing to a large-scale, national digital service.

As an IT Service Manager youll:

• support the delivery of a consistent, high‑quality service experience, contributing to service monitoring, performance tracking, resilience and the application of service standards across the lifecycle, with a clear focus on user outcomes
• coordinate service management activities across onboarding, transition and live service, ensuring service management frameworks are applied consistently and that priorities, risks and actions are effectively managed and delivered
• build and maintain effective stakeholder relationships across relying parties and internal teams, understanding needs, managing expectations and contributing to service reviews, governance and operational forums
• contribute to service reporting, performance insight and decision-making, producing and analysing service data to identify trends, risks and opportunities, and support informed, data-driven improvements
• coordinate incident, problem and continual service improvement activities, supporting service restoration, root cause analysis and the delivery of improvements that enhance service performance, resilience and user experience
• act as a coordination point across service management and delivery teams, translating requirements into actions, tracking progress, managing dependencies and risks, and supporting the adoption of service practices, tools and operational standards

We're interested in people who:

• have a working understanding of service management principles, capability elements of ITIL and the service management lifecycle, with the ability to apply this knowledge within established processes and frameworks across onboarding, transition and live services
• can demonstrate strong organisational, coordination and planning skills, with the ability to manage multiple priorities, track activity and work within a strategic context to communicate how structured delivery of work aligns with strategic goals
• can communicate effectively and build positive working relationships across teams, engaging stakeholders, collaborating with others and contributing to a supportive and high-performing team environment, using evidence to explain decisions made
• are data-aware and able to support service performance reporting and insight, using data about users to turn user focus into outcomes, identifying trends, issues and opportunities that can inform service improvement
• show a proactive approach to service quality and continuous improvement, identifying risks, issues and dependencies, escalating where needed, contributing to problem solving and working with stakeholders to identify objectives and potential benefits