Senior IT Service Manager - Catalogue

Job summary

Are you passionate about improving IT services that make a real difference to users?

Can you lead service improvements, optimise processes and drive better outcomes for customers?

Do you have the expertise to manage and evolve a modern IT service catalogue and tooling ecosystem?

If so, we’d love to hear from you!

This is an exciting time to join the Digital, Information and Security Directorate within the Department for Transport as we restructure our directorate to ensure we are ready for future challenges, building a more sustainable, skilled and in-house capability.

Improve services. Drive change. Deliver value.

Lead the evolution of IT service management and service catalogue capabilities, helping the Department for Transport deliver seamless digital services, improve user experiences and drive continuous improvement.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at Department for Transport Central - Department for Transport Careers and within the Government Digital and Data Profession .

Job description

Join the Department for Transport's Digital, Information and Security Directorate and play a key role in shaping and improving the digital services that support colleagues across the organisation. As a Senior IT Service Manager, you'll lead the development and management of IT service catalogue capabilities, helping to ensure services are efficient, user-focused and aligned to organisational needs.

Working within the Essentials Service Line, you'll be responsible for maintaining and developing IT service management tooling, improving workflows and supporting the delivery of consistent, high-quality service management practices. You'll work closely with operational teams, architects, suppliers and business stakeholders to enhance service performance, improve reporting capabilities and deliver continuous service improvements.

You'll analyse service performance, identify opportunities for improvement and help shape the roadmap for service management tools and processes. Through effective stakeholder engagement and leadership, you'll drive positive change, improve user experiences and support the delivery of reliable and effective digital services.

This is an excellent opportunity for an experienced IT service management professional who enjoys problem-solving, service improvement and delivering meaningful outcomes for users and the wider organisation.

Your responsibilities will include, but aren’t limited to:

• Defining and maintaining the roadmap for the ITSM tools, including the larger tooling ecosystem in partnership with Architecture.
• Configuring and maintaining workflows for the defined processes which are managed within the ITSM tool, driving consistency across the teams.
• Leading platform upgrades and overseeing the day-to-day platform health, upgrades and releases to ensure an available and supported service.
• Communicating and promoting features and functionality of deployed tooling to help ensure we gain high levels of value created, utilising best practice of the recommended tool configuration.
• Creating and enhancing dashboards and reporting across IT Service Management practices, enabling service owners and team leaders to make informed decisions. Collaborate with the Service Level Management (SLM) team to ensure service performance data is accurately captured, analysed, and translated into meaningful management information and service improvement opportunities.
• Acting as the bridge between operational teams, architecture, business, and vendor stakeholders. Managing the integrations and presenting a customer-consumable platform to meet the organisation's needs.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

To be successful in this role you will need to have the following experience:

• Hold, or be willing to work towards, ITIL® 4 certification (or higher) and/or ISO 20000 service management standards , with a strong understanding of IT Service Management (ITSM) principles, best practice frameworks, and their application within a complex operational environment.
• Managing and reporting on IT Service Management performance , using service data, metrics and insights to monitor service health, identify trends, support decision-making, and provide clear reporting to stakeholders at all levels.
• Leading service improvement initiatives , identifying opportunities to enhance service quality, efficiency and customer experience, and driving continuous improvement activities from concept through to implementation and benefit realisation.
• Owning and governing end-to-end service management processes , ensuring they are documented, consistently applied, regularly reviewed, and aligned with organisational objectives, customer needs, and industry best practice.
• Managing service catalogues , maintaining accurate and accessible service information, defining service offerings, supporting service design activities, and ensuring services are clearly understood by both users and stakeholders.
• Developing and maintaining knowledge management practices , ensuring that knowledge articles, guidance and support documentation are accurate, accessible and up to date, enabling effective knowledge sharing, self-service and operational resilience.

Working hours, office attendance and travel requirements

Full-time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part-time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

Occasional travel to other offices will be required, which may involve overnight stays.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

• Visa Sponsorship
• DfTc does not offer Visa Sponsorship for this role
• Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing
• Changing and Improving

Technical skills

We'll assess you against these technical skills during the selection process:

• Senior IT Service Manager: Technical Understanding (Skill level: Working)

Benefits

Alongside your salary of £44,241, Department for Transport contributes

£12,816 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies .

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Experience and Technical skills.

How to apply:

Our selection process ensures a comprehensive assessment of each applicant's experience, skills, and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Sift of CV and personal statement

Stage 2: Interview

You must be successful at each stage to progress to the next stage.

Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (1000 word count). Please provide evidence of your Experience of the following:

• Managing and reporting on IT Service Management performance , using service data, metrics and insights to monitor service health, identify trends, support decision-making, and provide clear reporting to stakeholders at all levels.
• Leading service improvement initiatives , identifying opportunities to enhance service quality, efficiency and customer experience, and driving continuous improvement activities from concept through to implementation and benefit realisation.
• Managing service catalogues , maintaining accurate and accessible service information, defining service offerings, supporting service design activities, and ensuring services are clearly understood by both users and stakeholders.
• Developing and maintaining knowledge management practices , ensuring that knowledge articles, guidance and support documentation are accurate, accessible and up to date, enabling effective knowledge sharing, self-service and operational resilience.

The sift will take place from Monday 28th September 2026.

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

• Behaviours - Managing a Quality Service, Communicating and Influencing and Changing and Improving
• Technical – Technical Understanding
• Experience

The interviews will take place from Monday 12th October 2026.

This interview will be conducted online via Microsoft Teams. Further details will be provided to you should you be selected for interview.

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