IT Customer Service Manager

HM Land Registry (HMLR) is delivering an ambitious transformation portfolio to support its strategic priorities. As an IT Customer Service Manager, you will lead a cross-functional Business Partner team, acting as the key link between business stakeholders and IT Service Management. You will drive stakeholder engagement, service improvement and demand management, ensuring services align with business priorities, deliver value and support organisational objectives.

• Lead, coach and develop a team of Business Partners, creating an inclusive and collaborative environment that supports high-quality service outcomes.
• Build strong relationships with stakeholders across the organisation, understanding priorities and ensuring customer needs are represented in service decisions.
• Provide insight and advice to support demand planning, service improvements, investment decisions and the delivery of business objectives.
• Monitor service performance and customer experience, identifying opportunities to improve services and deliver greater value.
• Lead the resolution of service issues and risks, working with stakeholders to implement effective and sustainable solutions.
• Promote effective governance, compliance and continual improvement, ensuring services remain responsive to changing business needs.
• Work collaboratively with internal teams and suppliers to align services, priorities and improvements with organisational goals.
• Champion a customer-focused approach, driving positive outcomes and continuous enhancement of IT services.

Please note this role requires a minimum of 30 hours per week.

The role will be based in Nottingham, with travel to other HMLR Business Units & Supplier sites required.

HMLR expect everyone to spend at least 60% of their working time in the office.

Please see attached job description and candidate pack for further information.

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)

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

Application

To apply for this role, please attach an anonymised CV when prompted. Your CV should include how you demonstrate the following Essential Experience:

• ITIL Foundation certification or willingness to achieving within 12 months
• Proven knowledge and experience of IT Service Management processes in a medium/large organisation.
• Track record of translating business needs into service improvements, priorities or investment opportunities.
• Experience of delivering outstanding customer service.

You will be asked to provide a personal statement. In no more than 500 words, please demonstrate how you meet the following Essential Experience:

• Describe a time when you led a service improvement initiative within a medium or large organisation. Explain how you identified the improvement opportunity, engaged stakeholders, applied service management practices, and delivered positive outcomes for customers and/or the organisation.
• Describe a time when you successfully influenced senior stakeholders or business leaders to support a service, investment, prioritisation or improvement decision. Explain how you built relationships, managed competing priorities and secured agreement. What strategic business benefit was achieved as a result of your intervention, and how did this contribute to wider organisational objectives, customer outcomes or operational performance?

In the event of a high volume of applications, we reserve the right to assess against the following Essential Experience (this is the lead criteria):

• Experience of building and managing relationships with senior stakeholders and business leaders (criteria 2 from your personal statement).

In the event of receiving a high volume of applications, we may conduct a pre-sift before the main sift stage. Candidates who are unsuccessful at the pre-sift stage will not receive a score.

Interviews and pre-prepared presentation

The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a blended in person interview and deliver a pre-prepared presentation. The interviews will start week commencing 12 October 2026.

The blended interview will assess the Essential Experience and Behaviours: https://www.gov.uk/government/publications/success-profiles

Candidates may refer to notes within their interview, but they should be used as a prompt only.

Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications – this is 23:55pm on the advertised date.

Visa Sponsorship

Please note, we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and therefore we will not sponsor a skilled worker visa. You must ensure you have the appropriate right to work in the UK before applying.

Disability Confident Scheme

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview. If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

If you would like further information about the use of your personal data, please click on the link below:

www.gov.uk/government/publications/hm-land-registry-job-applicant-personal-information

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