At a Glance
- Tasks: Manage IT services, ensuring performance and availability while collaborating with diverse teams.
- Company: Join the DVLA, a leader in digital services with a commitment to innovation.
- Benefits: Enjoy a competitive salary, generous pension contributions, and flexible working options.
- Other info: Flexible work-life balance, 25 days holiday, and excellent learning opportunities await you.
- Why this job: Make a real impact on public services while developing your career in a supportive environment.
- Qualifications: Experience in Service Level Management and a foundation qualification in ITIL or SRE preferred.
The predicted salary is between 57515 - 57515 £ per year.
Location: Swansea (This role is suitable for hybrid working)
Salary: £57,515 - A Civil Service Pension with an employer contribution of 28.97%
The role is part of the IT Service Management capability and provides support for all DVLA’s IT services, used by internal users, external customer organisations and members of the public. This will include the transition, development and implementation of new and changed services. You will be responsible for service management across platforms and through multiple channels to ensure service availability, performance and process maturity. You will provide effective management and act as a point of contact for specific services, addressing service related issues, assessing and sponsoring changes. In addition, you will support the transition of services artifacts from the DevOps pipeline into the production environment. This will involve working with multiple IT development and support teams, as well as business stakeholders.
Top Responsibilities
- Define and document Service Level and Operational Level Agreements.
- Monitor, measure and report on the IT services that are being provided and planned.
- Regularly review SLAs/OLAs to ensure that they are still relevant and achievable.
- Provide effective management and assessment of change, coordinating with different departments to ensure any changes to services are communicated to relevant stakeholders.
- Support IT Strategic Programmes of work, offering service specific expertise, assisting achievement of successful business outcomes.
- Attend relevant Project Meetings: Service Engagement Workshops, checkpoints, stand-ups, Risks, Quality Service Gates, Implementation Walkthroughs, Technical Readiness Reviews, Go-Live Boards.
- Attendance at implementation/cutover conference calls or on site.
- Management of backlog items.
- Act as a key stakeholder in the Incident and Problem Management practice.
- Take forward the delivery of recommendations from Incident and Problem reports relating to the protection of Service Levels.
- Engagement with 3rd parties as and when required to address service level issues.
- Work with all departments/stakeholders to ensure that each service meets the quality standards, actively participating in service reviews (Internal and with Third Party Supplier where appropriate).
About You
You must hold a foundation qualification in a relevant industry best practice framework / philosophy, such as ITIL or SRE, or be willing to work towards completing this within 18 months. You will come with extensive experience of Service Level Management including Service Transition, Change and Incident and Problem Management and evidence of utilising ITSM tooling. You will be able to establish rapport quickly with key people both internally and externally. You will have strong organisational skills, thrive managing a varied and challenging workload and welcome autonomy in your role. You will have a proactive mindset and a willingness to take direct ownership of issues and activities to drive change and continual improvement.
How to Apply
Read the full description and apply here: https://bit.ly/4gKpeR2
This vacancy closes at 23:55 on Sunday 2nd August 2026.
Senior IT Service Manager in Swansea employer: Driver and Vehicle Licensing Agency (DVLA)
The Driver and Vehicle Licensing Agency (DVLA) is an excellent employer, offering a dynamic work culture in Swansea that fosters professional growth and development. With a focus on innovation within our Centre of Digital Excellence, employees benefit from a comprehensive learning environment, generous benefits including a competitive salary and civil service pension, and the flexibility of hybrid working options, making it a rewarding place to build a career in cloud infrastructure.
Contact Details:
Driver and Vehicle Licensing Agency (DVLA) Recruitment Team
