Lead Services Manager

Job summary

Are you ready to lead the strategic delivery of service management for one of the UK’s most important public sector organisations? Ofsted is seeking a Lead Service Manager to join our Technology Services team and drive excellence across our Digital and Technology function.

As the Lead Service Manager, you will:

• Oversee all service management processes, including Incident, Problem, Change, and Configuration Management.
• Lead a team of Service Delivery Managers and manage the Service Desk to ensure efficient, effective, and user-focused services.
• Champion best practices and continuous improvement to deliver reliable digital services that support Ofsted’s mission.

What we’re looking for:

• Strong background in IT service management (ITIL or equivalent).
• Proven leadership experience in managing teams and service delivery.
• Passion for delivering high-quality digital services in a public sector environment.

Join us and make a real impact on the reliability and quality of services that underpin Ofsted’s work.

This is a fantastic opportunity to further your experience in Ofsted’s well-established team. The post holder will work with high-achieving professionals at all levels, surrounded by a friendly and supportive team. They will have access to amazing benefits, such as flexible working hours, the Civil Service Pension Scheme, and 32.5 days annual leave + 8 bank holidays. We offer a hybrid working model, so you may also choose to spend a proportion of time working from home.

Job description

Please refer to the job specification for further information.

Person specification

Please refer to the job specification for further information.

Qualifications

Recognised service management qualification for example ITIL (Essential)
Degree or equivalent experience (Desirable)

Behaviours

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

• Seeing the Big Picture
• Communicating and Influencing
• Leadership
• Managing a Quality Service

Technical skills

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

• Experience leading and mentoring IT service teams, fostering a culture of collaboration and continuous improvement to deliver high-quality digital services. (Essential)
• Design, implementation and continual review of appropriate IT Service Management, preferably ITIL, processes. (Essential)
• Experience managing IT service outages and incidents, resolving issues with minimal customer impact, and applying lessons learned to improve future responses. (Essential)
• Experience of working successfully in blended supplier/internal service teams collectively working to a shared service outcome. (Essential)

Benefits

Alongside your salary of £69,322, Office for Standards in Education, Children's Services and Skills contributes £20,082 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Full details of the benefits available can be found in our Ofsted Offer brochure.

Ofsted is devoted to equality, diversity and inclusion. Within our Ofsted Strategy 2023-2027 we have stated that we will improve the representation of under-represented groups across the organisation and publish our progress on this annually. We are always looking to expand on our diverse workforce by recruiting candidates from varied backgrounds and differing experiences. We are proud to be a Disability Confident – Leader, we continually engage with our 5 staff networks for protected characteristics, and highlight the work of our Equalities, Diversity and Inclusion (EDI) Group. We ensure all candidates are treated with fair and open competition, with all appointments being made on merit and we use our Disability Confident Scheme (DCS) to provide assurance to all candidates of this.

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.

Application and shortlisting:

The selection panel will assess your application based on your evidence you have provided against the essential criteria as set out in the person specification.

You will also be asked to provide information within the “Employer/Activity History” section of the application form. This information is equivalent to the information you would provide on a CV setting out your career history (this may be used in the sifting process).

Assessment and interview

Candidates who pass the benchmark at the shortlisting stage will be invited to an assessment and interview where they will be assessed against a mixture of the Civil Service behaviours and the experience/technical skills set out in section 3 of the job specification.

If we receive a high number of applications, an initial sift will be conducted based on the following lead criterion:

• Experience leading and mentoring IT service teams, fostering a culture of collaboration and continuous improvement to deliver high-quality digital services.

Applicants who meet this initial eligibility criterion will be invited to progress to the next stage of the selection process. If required, a further full sift will be undertaken, where all applications that passed the initial sift will be assessed against the complete set of essential criteria outlined in the job description.

We will invite the most suitable candidates to attend an interview during week commencing 9 February 2026 at 23 Stephenson Street, Birmingham.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : People Services Delivery Team
• Email : Jobs@ofsted.gov.uk
• Telephone : 0300 013 1487

Recruitment team

• Email : Jobs@ofsted.gov.uk

Further information

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles, which can be found at:
https://civilservicecommission.independent.gov.uk/wp-content/uploads/20…

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should email Ofsted recruitment at jobs@ofsted.gov.uk in the first instance.
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission at:
https://civilservicecommission.independent.gov.uk/recruitment/civilserv…

Attachments

Job specification - Lead Service Manager Opens in new window (pdf, 208kB)