Senior IT Service Manager - Catalogue


Company:	Government Recruitment Service
Salary:	£44,241 to £44,241 a year
Hours:	Full-time
Location:	Hastings
Job type:	Permanent
Posting date:	14 Sept 2026
Closing date:	27 Sept 2026

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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.

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.

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