Senior IT Service Manager in Cardiff

Overview

As a Senior IT Service Manager within the Digital, Data and Security Services (DDSS) directorate at Ofgem, you will be accountable for the delivery and continuous improvement of a portfolio of IT services.

You will set service strategy, oversee performance, and act as a senior escalation point for complex issues while managing supplier relationships to ensure that service quality meets both user expectations and organisational standards.

Responsibilities

• Lead the development of end‑to‑end delivery of IT services, ensuring alignment with organisational objectives and adherence to ITIL‑based practices.
• Own service performance, monitor SLAs and drive improvements to achieve high levels of reliability, availability, and user satisfaction.
• Act as the service management authority for assigned services, ensuring governance, accountability and operational excellence.
• Serve as the senior escalation point for complex or critical service issues, ensuring timely resolution and effective stakeholder communication.
• Lead supplier and vendor relationships, holding partners accountable for performance and ensuring alignment with contractual and service expectations.
• Chair service review meetings and governance forums, providing clear reporting and insight into service performance.
• Drive continual service improvement initiatives, identifying opportunities to enhance efficiency, resilience and value delivery.
• Maintain service documentation, including service catalogues and knowledge bases, ensuring they are accurate and accessible.
• Support financial management of services, including cost control, forecasting and optimisation activities.
• Build and support high‑performing teams, providing coaching and mentorship to develop capability across service management functions.
• Support the delivery and transition of new services into live operation, ensuring operational readiness and sustainability.

Qualifications and Experience

• Significant experience owning and managing IT services within an enterprise environment.
• Strong knowledge of ITIL frameworks and service management best practice.
• Experience managing supplier relationships and holding vendors accountable for performance.
• Proven ability to drive service improvement and enhance operational performance.
• Strong stakeholder engagement skills, with the ability to influence across technical and business domains.
• ITIL v4 Foundation certification is required; higher‑level ITIL certifications (e. g. Create, Deliver and Support) are strongly preferred.
• Experience operating within government or regulated environments, and in service transition or transformation activities, is beneficial.
• Experience maturing service management processes and maintaining service documentation.
• Experience operationalising new services (e. g. ITSM processes such as CMDB) is desirable.
• Behavioural Attributes
• Making Effective Decisions
• Communicating and Influencing
• Managing a Quality Service
• Technical Skills
• In-depth knowledge of ITIL frameworks.
• Experience in service transition, change management, and service improvement.
• Strong analytical and problem‑solving skills.
• Selection Process

The selection will include an interview and a presentation; detailed instructions will be provided in the invitation.

Compensation and Benefits

The role offers an annual salary of £49,452 plus pension contributions.

Annual leave and training allowances are competitive.

Hybrid working arrangements and flexible hours are available.

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