IT Service Management Practice Co-ordinator

Job summary

Can you analyse IT service management processes and identify opportunities for improvement?

Do you enjoy working with stakeholders and technical teams to drive continual service improvement and embed best practices?

Have you used data, reporting or performance measures to identify trends and support decision-making?

If so, we’d love to hear from you!

As an IT Service Management (ITSM) Practice Co-ordinator, you will support the delivery of a wide range of IT Service Management practices, ensuring effective service delivery, operational resilience, and continual improvement across critical digital services. You will work collaboratively with technical teams and stakeholders to assist in the co-ordination of incidents, changes, service transitions, configuration data, performance monitoring, and reporting activities. You will utilise ITSM best practice principles to improve service performance, support business objectives and contribute to the delivery of reliable, customer-focused IT services.

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 and 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 DVLA - Driver and Vehicle Licensing Agency – Civil Service Careers

Job description

You will support the ongoing development and implementation of ITSM practices, helping to ensure they work effectively across DVLA’s IT services.

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

1. Contribute to the completion of tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower:

• Incident Management
• Problem Management
• Change Enablement
• Service Transition
• Service Configuration Management
• Service Continuity Management
• Capacity and Performance Management
• Monitoring and Event Management
• Continual Improvement
• Management of SSL/TLS Certificates

2. Take ownership of lower complexity process tasks and activities underpinning management of the practices within your service tower, adopting a pro-active mindset.

3. Collate basic data and information from ITSM tooling to support reporting activities for your service tower.

4. Possess awareness of reporting metrics relevant to ITSM practices and your service tower and why they are important.

5. Possess awareness of the context of you and your service tower’s work in relation to ITS / DVLA strategy and be able to communicate this to others.

For further information on the role, please read the attached 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.

Open Sessions: Would you like to find out more about the role, the team and what it’s like to work in our department? If so, we are organising an open session where you can virtually 'meet the team' on Wednesday 10th September 2026 at 12:30. Sign up here . The virtual meeting will be set to anonymous so attendees won't be able to see one another's details.

Person specification

• Genuine interest in ITSM who enjoys working in a dynamic, innovative, and collaborative environment.
• We are seeking an individual who demonstrates initiative, takes pride in delivering high-quality work and is keen to learn and develop their expertise.
• Ability to proactively prioritise tasks to meet daily demands of the role.
• Strong communication skills are essential, as you will need to build positive working relationships with stakeholders and technical teams.
• Comfortable discussing technical concepts with colleagues, translating information where necessary.
• A curious and analytical mindset, enjoying problem-solving and identifying opportunities for improvement that deliver value to the organisation.
• We would also welcome hearing how your skills, experiences, and personal attributes make you well suited to this role and how you can contribute to the success of the ITSM Practice team.
• If you do not already hold an ITIL 5 foundation certification, you must be willing to work towards achieving it once in post. Full support and development opportunities will be provided to help you attain these qualifications.

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 53 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog .

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 35 hours per week.

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. 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

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

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

• Delivering at Pace
• Changing and Improving

Technical skills

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

• Stakeholder relationship management (IT operations) - Awareness

Benefits

Alongside your salary of £30,485, Driver and Vehicle Licensing Agency contributes

£8,831 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).

Passionate, reliable and always willing to push yourself and those around you, you’ll continue to seek improvement in your own role and challenge us too. Because we pride ourselves on how we approach your development. From training courses to specialist skills workshops and opportunities to grow your expertise, we thrive when you thrive. You can find out more about all of the above here alongside a full list of our benefits:

• Best in class learning and development tailored to your role
• An environment with flexible working options where we encourage a great work-life balance
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
• Generous employer contribution of 28.9%, depending on chosen pension scheme
• Flexible working options where we encourage a great work-life balance.
• Digital communities with clear career frameworks
• On-site gym plus personal training available (membership applies)
• On-site nursery, restaurants and coffee bar
• 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Free parking

Find out more about the benefits of working at DfT and its agencies (opens in a new window).

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.

Our selection process ensures a comprehensive assessment of each applicant's qualifications, 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 (750-word count). Please provide evidence of your Experience of the following: • Experience of collaborating with a range of stakeholders
• Experience of managing competing priorities effectively.
• Knowledge of IT Service Management practices

Further details around what this will entail are listed on the application form.

Should we receive a high volume of quality applications, we may invite a shortlist of the highest scoring candidates to interview. This means that some applications that meet the required standard could be placed ‘on hold’ after the sift and invited to interview if the vacant position(s) remain unfilled. You will be notified if your application is being put ‘on hold’ once the sift has been completed. Following interviews, any applicants remaining on hold will be notified by the panel of the next steps regarding their application.

The sift will take place week commencing 14/09/2026.

Stage 2: Interview

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

• Behaviours – Delivering at pace, Changing and Improving
• Technical – Stakeholder relationship management (IT operations) - Awareness

The interviews will take place week commencing 28/09/2026.

This interview will be conducted in person at our Swansea office (Longview Road, Morriston SA6 7JL). Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site (opens in a new window).

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

Further information on the selection process

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for.

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