Save Job Back to Search Job Description Summary Similar JobsHybrid - Service Manager - ITILLocations : Manchester, Birmingham, Swindon, BristolAbout Our ClientThe 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. And we are looking for innovative, solutions-focused people to join our team.Representing the best covenant in the UK - His Majesty's Government - we 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 our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. And we're dedicated to becoming a leading, inclusive employer both in the external market and throughout the Civil Service. Our strong emphasis on Equity, Diversity, and Inclusion (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.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.Job DescriptionThe 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 a 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.Working wider across the GPA, this role will also be pivotal in shaping and influencing cross directorate service management practices and strategies as part of the wider GPA agenda. As the GovPass services stabilises or as the needs of government change over time, there is scope to take on other service related responsibilities in the future.Full service lifecycle management | responsible for managing the full service lifecycle including strategy, implementation and continual service improvement (maturing the service)Service Provider/ supply chain management | responsible for working collaboratively with GPA partners and suppliers to ensure optimal service delivery and value for moneyService Review Board | Analysis of service metrics to ensure optional service delivery and performance against SLAs, including Service Improvement Plans and Problem Management processLeadership and communication | leading the GovPass service and it's implementation across the HMG Estate; including stakeholder management and engagement across government departments at all levelsService 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 usersThe Successful ApplicantWe are looking for a motivated and experienced IT Service Manager with:Strong leadership and communication skills, comfortable briefing at a senior levelCustomer focused and organised with an ability to rapidly analyse complex problems and find solutionsResilient, adaptable and comfortable working in a fast paced and evolving environmentDriven and focused to deliver within the public sectorCollaborative and inclusive ways of working and can build trust across diverse teams and stakeholdersAs 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:Minimum 3 years experienceService 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 metTechnical Understanding - have a basic understanding of modern technologies and a willingness to learn about access control systemsUser Focus - demonstrable experience meeting the needs of users by providing the best service via a solid understanding of service management tools and methodologiesEssential criteria:ITIL qualifiedDesirable criteria:Experience working within Government servicesBasic knowledge of cloud technologiesExperience and knowledge of access control systemsExperience of developing service performance metrics using cloud based analytics platformsExperience in leading business analysis and providing recommendations within a service roleWhat's on OfferA salary range of £54,285 - £60,585.28.9% Civil Service Pension.A 'Gold Standard' allowance of £5,000 aligned to CBAP.Hybrid Office.Fantastic work life balance.ContactPalminder JohalQuote job refJN-062025-6775383Phone number+44 121 230 9416Job summaryJob functionTechnologySubsectorService DeliverySectorNot For ProfitLocationBirminghamContract typePermanentConsultant namePalminder JohalConsultant phone+44 121 230 9416Job referenceJN-062025-6775383
