At a Glance
- Tasks: Lead and enhance IT service management for innovative digital platforms.
- Company: Join the Government Property Agency, transforming the Civil Service with purpose.
- Benefits: Competitive salary, commitment to diversity, and opportunities for professional growth.
- Other info: Dynamic team culture focused on sustainability, inclusivity, and making a real impact.
- Why this job: Be at the forefront of digital transformation in government property management.
- Qualifications: Experience in IT service management and a passion for innovation.
The predicted salary is between 58478 - 64743 £ per year.
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. We are looking for innovative, solutions-focused people to join our team.
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 workplace services. 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:
- 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.
Have you ever imagined yourself at the heart of a major digital transformation, shaping the future of property and workplace management across the UK government? Join us in Year 3 of our ambitious four‑year Digital Strategy, where we’re revolutionising corporate real estate, workplace services, asset and space management through a best‑in‑class technology ecosystem. From Salesforce CRM and ServiceNow to Microsoft 365, MRI Horizon to Planon IWMS, Dynamics 365 Business Central, Ardoq and Atlassian, we’ve already laid the foundations. Next up? Implementing new and cutting edge technologies such as Digital Twin, BIM, CAD, IoT, Smart Buildings, Gen AI and Agentic AI.
If you’re passionate about delivering seamless digital employee and workplace experiences, read on…
About the Role
As Senior IT Service Manager, you will hold a key position within the Corporate Systems Team at the Government Property Agency. Your responsibilities will include leading, governing, and continually enhancing enterprise IT Service Management (ITSM) across strategic platforms. Reporting to the Business Systems Manager, you will be tasked with:
- Defining and implementing the enterprise service management strategy, incorporating strong security governance, for all core digital platforms.
- Driving ITSM excellence utilizing ServiceNow and JIRA Service Management.
- Designing, implementing, and managing robust Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for Incident, Problem, Change, and Service Request and Vulnerability processes.
- Establishing and maturing IT Operations Management (ITOM) within ServiceNow, ensuring a complete Configuration Management Database (CMDB) and comprehensive Business Continuity Management (including Recovery Point Objective/Recovery Time Objective - RPO/RTO).
- Embedding robust change management and user engagement, collaborating with the Systems Trainer and the wider enablement team to maximize adoption and continuous improvement.
- Championing adherence to UK government standards for digital delivery, design, accessibility, and NCSC ‘Secure by Design’ guidelines.
- Collaborating effectively with internal stakeholders, clients, suppliers, and partners through client/customer/supplier portals and management information dashboards.
- Contributing to technical roadmap planning for forthcoming modules, including Digital Twin, Building Information Modelling/Computer-Aided Design (BIM/CAD), Internet of Things (IoT), and Smart Buildings initiatives.
Key Responsibilities
- Define and implement the enterprise ITSM strategy, ensuring alignment with the Digital Strategy and adhering to ITIL (IT Infrastructure Library) v3/v4 standards as well as ‘Secure by Design’ principles.
- Develop Service Design Packages (SDPs) for all operational services to ensure robust service blueprints.
- Maintain rigorous service portfolio and service catalogue governance frameworks.
- Ensure full compliance with the Government Service Standard, focusing on user-centered design, security, and measurable outcomes.
Service Delivery & Support (ITIL v3/v4)
- Monitor, review, and formally report on key service performance metrics.
- Coordinate the response to major incidents and conduct subsequent post-incident reviews.
- Liaise effectively with technical resolution teams to ensure the rapid and effective resolution of incidents.
- Drive continual service improvement initiatives through systematic root cause analysis.
- Maintain accurate, up-to-date operational documentation and ITSM runbooks for all live services.
- Define, formally negotiate, and rigorously monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all operational services in collaboration with business and digital stakeholders.
- Conduct regular, formal service reviews with stakeholders to critically assess and report on performance.
- Identify and pursue opportunities to optimise service levels and achieve cost reduction efficiencies.
- Produce comprehensive monthly and quarterly performance reports for presentation to senior leadership.
- Establish and execute a process for effectively escalating and managing service level breaches.
Configuration & Asset Management
- Maintain a precise and accurate Configuration Management Database (CMDB), championing data hygiene standards and integration across disparate platforms.
- Oversee the entire asset lifecycle management process, encompassing procurement, deployment, and eventual retirement.
- Implement automated discovery and reconciliation processes to ensure data integrity.
- Ensure complete alignment between CMDB data and the delivery structure of business services.
- Conduct regular audits to validate the accuracy and completeness of configuration data.
Business Continuity Management (BCM)
- Develop, rigorously test, and maintain robust recovery plans (defining RPO - Recovery Point Objective, and RTO - Recovery Time Objective) and comprehensive data backup strategies.
- Coordinate formal disaster recovery exercises and comprehensive scenario planning.
- Ensure the alignment of BCM plans with departmental risk registers and overall risk tolerance.
- Review and systematically update continuity plans following major changes or significant incidents.
Change Enablement
- Facilitate detailed stakeholder workshops for systematic change impact analysis.
- Manage the change schedules, lead Change Advisory Board (CAB) meetings, and oversee emergency change processes (eCAB).
Proud member of the Disability Confident employer scheme.
Senior IT Service Manager in Nottingham employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
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We think this is how you could land Senior IT Service Manager in Nottingham
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We think you need these skills to ace Senior IT Service Manager in Nottingham
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Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Allscreens Nationwide Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Allscreens Nationwide Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
