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- Tasks: Lead IT Service Management to enhance service delivery and operational efficiency.
- Company: Join Ofwat, a key player in regulating the water sector in England and Wales.
- Benefits: Flexible hybrid working, generous leave, excellent pension contributions, and exclusive discounts.
- Why this job: Make a real impact on water services while developing your skills in a supportive environment.
- Qualifications: Extensive IT Service Management experience and knowledge of ITIL best practices.
- Other info: Dynamic workplace with opportunities for professional growth and community engagement.
The predicted salary is between 28800 - 48000 £ per year.
Join Ofwat's Corporate Enablers as an IT Service Manager. Office Location: Birmingham (B5 4UA) with hybrid working.
About Us
We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales. Our mission remains to hold water companies to account, drive performance, and ensure the sector delivers real value for customers, communities, and the environment.
The Role
Reporting directly to the Head of Service Management, you will be responsible for ensuring IT Service Management policies and processes offered to Ofwat operations are consistent in approach, aligned to industry best practice standards, and support Ofwat's operational strategic goals. You will represent Service Management in up to 3 specific Ofwat Directorates and their sub-teams, guiding and advising on all things related to IT Service delivery.
About You
- Extensive IT Service Management experience in a high pressured, customer facing IT service delivery environment, working to tight timelines as agreed with operational partners. Significant experience within SACM and wider asset and configuration management experience is essential.
- Knowledge and experience of core Service Management work areas including but not limited to, Service Catalogue management, SACM, BRM, service design and transition aspects of the IT Service Management lifecycle in an operational facing role.
- Knowledge of IT best practice as stipulated by the IT Infrastructure Library (ITIL V3.0 as a minimum).
- Experience of presenting complex and potentially contentious information to a technical and/or non-technical audience.
- Experience of working with colleagues at a Senior Leadership Team level. Comfortable working directly with our users to ensure the optimal service experience.
- Experience working with ServiceNow (or similar) as the ITSM toolset would be highly advantageous.
Why You Should Join Us
- People Centric: Our people are at the heart of Ofwat and everything we do - we ensure all voices are heard and treat each other with respect; you’ll be given the autonomy and the support to do your role in the best way.
- Innovative Work Environment: We embrace agile and new ways of working and have a culture built on trust, flexibility, and collaboration.
- Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting.
- Work-Life Balance: Enjoy the flexibility of working from home combined with the benefits of in-person collaboration in our Birmingham and London offices.
- Excellent employer pension contributions of nearly 29%.
- 25 days annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave.
- Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership.
- Fees paid for membership of relevant professional bodies.
- Up to 3 volunteering days per year.
- Recognition vouchers scheme rewarding your hard work.
- Generous shared parental leave and pay supporting your family life.
Follow the link to apply for full details about the role. Please ensure you have submitted your application in full before the below deadline. Closing date: 23.55 on 18 January 2026.
IT Service Manager in Birmingham employer: Ofwat
Contact Detail:
Ofwat Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ofwat on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in an IT Service Manager.
✨Tip Number 2
Prepare for the interview by brushing up on your ITIL knowledge and be ready to discuss how you've tackled challenges in service management before. We want to see your problem-solving skills in action!
✨Tip Number 3
Showcase your experience with ServiceNow or similar tools during interviews. We love to hear about real-life examples where you’ve improved service delivery using these platforms.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining our team at Ofwat.
We think you need these skills to ace IT Service Manager in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in IT Service Management. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Knowledge: Mention your familiarity with ITIL and any specific tools like ServiceNow. We’re keen on seeing how well you understand the core areas of Service Management, so drop in those buzzwords that match the job description.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon unless it’s necessary. Make it easy for us to see why you’re the perfect fit for the role!
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way to ensure we receive all your details correctly and can consider you for this exciting opportunity.
How to prepare for a job interview at Ofwat
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially V3.0. Be ready to discuss how you've applied these principles in past roles, particularly in service management and delivery. This will show that you understand the framework and can implement it effectively.
✨Showcase Your Customer-Facing Experience
Prepare examples of how you've successfully managed IT services in high-pressure environments. Highlight specific instances where you improved customer satisfaction or resolved complex issues, as this role is all about delivering value to users.
✨Be Ready for Technical Discussions
Expect to present complex information to both technical and non-technical audiences. Practice explaining intricate IT concepts in simple terms, as this will demonstrate your ability to communicate effectively across different levels of the organisation.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow or similar ITSM tools, be prepared to discuss it. If not, do a bit of research on its functionalities and how it supports IT service management. Showing initiative here can set you apart from other candidates.
