Senior IT Service Manager

Job summary

We are MHCLG

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives. Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.

The Senior IT Services Manager plays a leadership role within the Digital Directorate, overseeing the governance, performance and continuous improvement of core Software as a Service (SaaS) products. This role is pivotal in aligning the department’s approach to Service Management, ensuring that digital tools and services are secure, user‑centred, and aligned with business needs.

The postholder will have responsibility for supporting the development and operations of Digital Services across the department for ticketing tools, ensuring effective and secure implementation. This will include working with suppliers to ensure we receive the best possible service, as well as managing licences and contracts. The role will have a focus on effective SaaS and Ticketing tool governance, establishing policies and standards for appropriate use of these products in MHCLG and working with the right teams to ensure these are considerate of good practices including user experience, cybersecurity and cost.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

Job description

As a Senior IT Service Manager, you'll:

• Engage with senior stakeholders across policy, digital and operational teams to understand service needs and promote best‑practice service management
• Oversee and manage supplier relationships and contract performance for services supporting SaaS products
• Work with the Head of SaaS and Service Management to develop service‑improvement initiatives and ensure strategic planning objectives are met
• Act as a trusted escalation point for complex incidents, service requests and projects managed by the team
• Identify and implement opportunities for automation, self‑service and process optimisation, embedding ITIL best practice across service delivery
• Lead, mentor and develop the SaaS team, supporting professional growth and ensuring they have the tools, skills and guidance needed to succeed
• Enhance service standards for SaaS tools, ensuring full compliance with cybersecurity and data‑protection requirements
• Identify, monitor and escalate potential risks or recurring issues, contributing actively to continuous‑improvement activity

Person specification

As a Senior IT Service Manager, you'll have:

• Experience of administering ServiceNow/ Jira Service Management (including dashboards) or similar ITSM and SaaS Tools
• Significant experience in building strong relationships with various teams using these to influence outcomes and progress actions
• Experience of implementing and developing ITIL best-practices and promoting the benefits to the department (Preferably ITIL v4 Foundation certified)
• Demonstrated ability to influence and collaborate with senior stakeholders across technical and non-technical domains
• Experience in managing supplier relationships and ensuring value for money in digital service delivery
• Proven experience in leading digital service operations or service management
• Excellent communication skills, with the ability to translate complex technical concepts into clear, actionable guidance
• Proven track record as a self‑starter who can quickly assess situations, identify priorities and progress work at pace
• Technical experience in managing SaaS tools

Benefits

Alongside your salary of £56,167, Ministry of Housing, Communities and Local Government contributes £16,271 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.

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

Application and Selection

The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours , Experience , Technical

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading.

Stage 1: Sift (CV & Cover Letter)

Experience: In your CV and covering letter, please include:
a. why you are interested in the role;
b. how you meet the essential skills and experience required

Stage 2: Interview

• Behaviours: ("Leadership", "Managing A Quality Service", "Changing and Improving")
• Technical: Technical questions will be based around the essential skills and criteria as listed in the job description.*

*Candidates will be asked to prepare a 5/10-minute presentation, further details will be provided on invitation to interview.

Sift and Interview Dates

Sifting is envisaged to take place the week commencing 13th April 2026.

Interviews are envisaged to take place the week commencing 27th April 2026 and are currently being held remotely via videocall. This could be subject to change.

How We Recruit

Find out everything you need to know before applying here..

• Applying
• Sifting
• Interview
• Interview Results & Feedback
• Reserve List
• Near Miss
• Civil Service Grades
• We are a DCS, RIS & GPTWV employer
• Reasonable Adjustments

How to Apply

What you need to know before applying.

• Security Clearance Requirements
• Civil Service Nationality Requirements
• Right to Work
• Artificial Intelligence
• Civil Service Code and Recruitment Principles
• CV Declaration
• Sponsorships
• Salary and Grade
• Existing Civil Servants
• Conflict of Interest
• Location and Flexible Working
• Fixed Term Contracts
• Internal Fraud Database - Internal Fraud Register
• Appeals and Complaints
• Conflict of Interest

Security Clearance Requirements

National Office: +SC

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

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).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

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 : Digital Data Jobs
• Email : Digitaldatajobs@communities.gov.uk

Recruitment team

• Email : Digitaldatajobs@communities.gov.uk