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Senior IT Service Manager

Government Digital Service -
Manchester

Apply Now

Job details

Permanent | Full-time
£56,850 - £63,980 a year
1 day ago

Benefits

Cycle to work scheme
Annual leave
Company pension
Employee assistance programme
Employee discount
Paid volunteer time
Childcare

Qualifications

Disaster recovery
Analysis skills
Presentation skills
Relationship management
IT
Negotiation

Full job description

Details

Reference number

474020

Salary

£56,850 - £63,980

The base salary of this grade is £56,850

GBP

Job grade

Grade 7

Contract type

Permanent

Business area

GDS - Digital Identity & One Login

Type of role

Digital
Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time, Compressed hours

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Manchester

About the job

Job summary

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:

joining up public sector services
harnessing the power of AI for the public good
strengthening and extending our digital and data public infrastructure
elevating leadership and investing in talent
funding for outcomes and procuring for growth and innovation
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

Job description

As the Senior IT Service Manager for One Login, you will provide the strategic leadership, vision and direction needed to build an industry leading service management capability that operates effectively at national scale. Reporting to the Head of Live Services for One Login, you will be accountable for shaping how government services experience, adopt and rely on One Login, ensuring that service quality, resilience and user experience remain consistently high across a diverse and rapidly expanding ecosystem.

You will lead the development of a coherent, futurefocused service management strategy that supports One Logins long-term ambitions and the needs of the wider government landscape. This includes defining or refining the operating model, governance structures, assurance frameworks and performance measures that will underpin a mature, scalable and data driven service management function. You will ensure that the differing technical, operational and support requirements of relying parties are understood, prioritised and translated into clear service outcomes, enabling each service to onboard, operate and evolve with confidence.

Your role will involve close partnership with senior leaders and staff across Product, Architecture, Service Transition, Operational Support, Data and Security teams. You will act as a voice for service excellence, ensuring that service considerations are embedded into decisionmaking, delivery planning and change processes across the One Login service. You will also represent One Login at crossgovernment forums where necessary, shaping expectations, influencing direction and ensuring alignment with broader digital and identity strategies.

As a senior leader for the service management function within One Login, you will shape and develop IT Service Managers, Service Relationship Managers and other service capability teams. You will foster a culture of accountability, continuous improvement and customer-centricity, ensuring that teams are empowered, skilled and supported to deliver high quality services. You will champion best practice, drive standardisation and ensure that service management evolves in line with industry standards, emerging technologies and the needs of government.

Ultimately, you will play a pivotal role in ensuring that One Login delivers a reliable, secure and seamless experience for millions of users and hundreds of government services, now and in the future.

As a Senior IT Service Manager youll be:

accountable for the end-to-end strategic service experience for all relying parties, ensuring that government services adopting One Login receive a consistent, high quality and resilient service that meets their operational, technical and security needs at national scale
building and maintaining relationships across government, acting as the primary strategic partner for Relying Party leadership teams. You will ensure their priorities, risks and future needs are understood, anticipated and reflected in service planning, investment decisions and roadmap development
shaping and governing the relying party lifecycle, identifying structural gaps, systemic issues and opportunities for improvement across onboarding, transition, live service and ongoing optimisation. You will drive the evolution of these processes from a service perspective to ensure they are efficient, scalable and aligned to One Logins long-term ambitions
leading continuous improvement across the entire service ecosystem, using data, insight and user feedback to enhance service performance, simplify interactions, reduce friction and improve the overall experience for relying parties
setting direction and standards for Business Continuity and Disaster Recovery plan, aligning with industry standards, mapping approach, templates and setting approach for ongoing improvements through testing and lessons learned exercises
acting as the senior point of escalation for critical service issues, ensuring that major incidents, risks and cross government challenges are managed effectively. You will provide authoritative input into governance boards, service forums and strategic decision making groups
overseeing and sponsoring service reviews, audits, incident investigations and improvement programmes, ensuring that lessons are embedded, systemic issues are addressed and service maturity continues to advance
driving the evolution of the One Login service management model, working closely with Product, Architecture, Service Transition, Operational Support, Data and Security to ensure service management is embedded into design, delivery and operational practices across the organisation
providing leadership, direction and development to IT Service Managers, Service Relationship Managers and other service capability teams, ensuring they are empowered, skilled and aligned to a shared vision of service excellence

For this opportunity you will be required to attend the Manchester office 3 days a week.

Person specification

Were interested in people who:

have a deep understanding of end-to-end service lifecycle management, and by using your analytical skills to make decisions that enhance our business and service performance you will help shape, design, govern and evolve onboarding, transition, operational management, versioning and deprecation processes at scale into a central service offering for our relying parties
are comfortable taking full ownership and accountability for the service experience of relying parties, regardless of their size, maturity or technical complexity, and able to balance competing priorities across a diverse portfolio while standardising the service landscape.
have strong negotiation and influencing skills, with the credibility to engage stakeholders across government, challenge constructively, and secure alignment on service priorities, risks and investment decisions
are able to build long-term, strategic relationships, communicating clearly, managing expectations, and ensuring that service decisions reflect both Relying Party needs and organisational goals
have proven ability to oversee, optimise and transform operational processes at scale, using data, insight and industry best practice to drive continuous improvement, standardisation and efficiency
have experienced acting as the senior escalation point for live service issues, seeing the bigger picture by taking groups of services and investigating how to get the best of those underlying services you will be bringing a calm, structured and authoritative approach to incident management, risk handling and cross-government coordination
are a natural leader, who can develop and inspire service management teams, fostering a culture of accountability, customer-centricity and continuous improvement, leading investigative work into problems and opportunities in existing processes, improving the service experience and by absorbing large amounts of conflicting information you will use it to produce strategic solutions for our service management customers

Benefits

There are many benefits of working at GDS, including:

flexible hybrid working with flexi-time and the option to work part-time or condensed hours
a Civil Service Pension with an average employer contribution of 28.97%
25 days of annual leave, increasing by a day each year up to a maximum of 30 days
an extra day off for the Kings birthday
an in-year bonus scheme to recognise high performance
career progression and coaching, including a training budget for personal development
a focus on wellbeing with access to an employee assistance programme
job satisfaction from making government services easier to use and more inclusive for people across the UK
advances on pay, including for travel season tickets
death in service benefits
cycle to work scheme and facilities
access to an employee discounts scheme
10 learning days per year
volunteering opportunities (5 special leave days per year)
access to a suite of learning activities through Civil Service learning

Any move to Government Digital Service from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

Office attendance
The Department operates a discretionary hybrid working policy, which provides for a combination of working hours from your place of work and from your home in the UK. The requirement for this role is to attend the Manchester office 3 times a week.
DSIT does not normally offer full home working (i.e. working at home); but we do offer a variety of flexible working options (including occasionally working from home).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

The standard selection process for roles at GDS consists of:

a simple application screening process - We only ask for a CV and cover letter of up to 750 words. Important tip - please ensure that your cover letter includes how you meet the skills and experience listed in the person specification section above
a 90 minute Google Meet video interview, including a 30 minute timed assessment

Depending on how many applications we get, there might also be an extra stage before the video interview, for example a phone interview or a technical exercise.

In the event we receive a high volume of applications, we will conduct the initial sift against the lead criteria which is:

have a deep understanding of end-to-end service lifecycle management, and by using your analytical skills to make decisions that enhance our business and service performance you will help shape, design, govern and evolve onboarding, transition, operational management, versioning and deprecation processes at scale into a central service offering for our relying parties

In the Civil Service, we use Success Profiles to evaluate your skills and ability. This gives us the best possible chance of finding the right person for the job, increases performance and improves diversity and inclusivity. Well be assessing your technical abilities, skills, experience and behaviours that are relevant to this role.

For this role well be assessing you against the following Civil Service Behaviours:

leadership
communicating and influencing
managing a quality service
delivering at pace

Well also be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Capability Framework for the Senior IT Service Manager role:

IT Service reporting
ownership and initiative
service focus
service management framework knowledge
stakeholder relationship management (IT operations)
strategic thinking
technical understanding
user focus

Want to know more about who Government Digital and Data are? Click Here

Recruitment Timeline

Sift completion: week commencing Monday 17th August 2026

Panel interviews: starting week commencing Monday 24th August 2026

Candidates that do not pass the interview but have demonstrated an acceptable standard may be considered for similar roles at a lower grade.

A reserve list will be held for a period of 12 months, from which further appointments can be made.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

Please note that this role requires SC clearance, which would normally need 5 years UK residency in the past 5 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.

For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers.

Sponsorship

DSIT cannot offer Visa sponsorship to candidates through this campaign. DSIT holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

See our vetting charter .

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : [email protected]
Email : [email protected]

Recruitment team

Email : [email protected]

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact [email protected] in the first instance.

If you are not satisfied with the response you receive you can contact the Civil Service Commission by email: [email protected] Or in writing: Civil Service Commission, Room G/8 1 Horse Guards Road, London, SW1A 2HQ.

Apply Now

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Reference number

Salary

Job grade

Contract type

Business area

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team

Further information