IT Service Manager

This is a fantastic opportunity for an experienced IT Service Manager to join the Government Property Agency as they scale. You will join the GovPass Programme team within the GPA, focusing on the delivery of a range of cutting-edge IT services across the organisation.

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. They 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. They are looking for innovative, solutions-focused people to join the team.

Representing the best covenant in the UK - His Majesty's Government - they are leading transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme, as well as delivering modern, cost-effective real estate service solutions. Innovation and progress are at the heart of their behaviours. They foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. They are dedicated to becoming a leading, inclusive employer both in the external market and throughout the Civil Service. Their strong emphasis on Equity, Diversity, and Inclusion (EDI) is not just about driving inclusion across the organisation, it is also about ensuring services meet the needs of government departments and the civil servants who use their spaces.

The GovPass Programme within the GPA is modernising Access Control Systems across HMG, delivering a new UK government standard for card encryption improving building security and enabling greater interoperability through its innovative technology. GovPass is operating across the UK in HMG Estate and in some of the most iconic buildings and departments, with an aim to expand this further over the coming years.

The GovPass IT Service Manager is a critical role in the operation of GovPass across the HMG Estate. As the IT Service Manager you will be responsible for the performance of the service provider as well as the development and ownership of the GovPass continuous service improvement plan. In addition, you will lead on creating and setting the vision and strategy for GovPass service management as the programme scales across the HMG Estate, ensuring service management maintains pace with both the deployments and technical developments.

• Full service lifecycle management: responsible for managing the full service lifecycle including strategy, implementation and continual service improvement (maturing the service).
• Service Review Board: Analysis of service metrics to ensure optimal service delivery and performance against SLAs, including Service Improvement Plans and Problem Management process.
• Leadership and communication: leading the GovPass service and its implementation across the HMG Estate; including stakeholder management and engagement across government departments at all levels.
• Service operation and delivery: responsible for the day-to-day management and performance of the service across the entire GovPass Estate, coordinating across the wider programme team to deliver great outcomes and experiences for users.

We are looking for a motivated and experienced IT Service Manager with:

• Strong leadership and communication skills, comfortable briefing at a senior level.
• Customer focused and organised with an ability to rapidly analyse complex problems and find solutions.
• Resilient, adaptable and comfortable working in a fast-paced and evolving environment.
• Driven and focused to deliver within the public sector.
• Collaborative and inclusive ways of working and can build trust across diverse teams and stakeholders.

As the GovPass Service Manager you will be responsible for the service management across all platforms and channels, managing and shaping the development of the service and its performance.

Essential criteria:

• Service Management Framework - knowledge across all aspects of the ITIL Framework and experience of leading a team managing a large enterprise service.
• Asset Management - experience in operating and managing an asset management plan as part of a large service.
• Continuous Service Improvement - ability and experience to lead a team to identify, exploit and implement opportunities. Lead investigative work into problems and incidents to create and deliver robust solutions.
• Service Reporting - able to use data analytics to make and inform decisions that enhance business performance.
• Stakeholder Engagement - negotiate with and influence stakeholders and manage relationships effectively across multiple departments in order to build long-term and impactful relationships.
• Strategic Thinking - experience leading the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met.
• User Focus - demonstrable experience meeting the needs of users by providing the best service via a solid understanding of service management tools and methodologies.
• ITIL qualified.

Desirable criteria:

• Basic knowledge of cloud technologies.
• Experience and knowledge of access control systems.
• Experience of developing service performance metrics using cloud-based analytics platforms.
• Experience in leading business analysis and providing recommendations within a service role.

Job Offer: A salary range of £54,285 - £60,585. 28.9% Civil Service Pension. A 'Gold Standard' allowance of £5,000 aligned to CBAP. Hybrid Office.