IT Operations & Service Management Lead

About the VMD

The VMD is the regulatory and policy lead responsible for issues concerning the authorisation, use, and manufacture of veterinary medicines in the UK.

Our aim is to protect public health, animal health, and the environment, and promote animal welfare by assuring the safety, quality and effectiveness of veterinary medicines.

Find out more at: About us - Veterinary Medicines Directorate - GOV.UK

About the Job

The Veterinary Medicines Directorate is looking for an IT Operations and Service Management Lead to join its IT Operations team.

This is a hands-on operational role with service management responsibility. The post holder will support the reliable day-to-day running of IT services that underpin VMD’s regulatory, scientific and business activities, with a particular focus on modern computing, end user services, service desk operations and live service support.

The role provides HEO-level capacity within the IT Operations team, ensuring that operational work is not only delivered but also coordinated, prioritised and managed effectively. The post holder will be actively involved in operational activity, including incident, request, change and problem handling, service desk support, user support, technical triage and escalation of live service issues.

The post holder will work closely with EO IT Operations Support colleagues, providing senior technical judgement, day-to-day prioritisation and escalation support, while also directly contributing to hands-on operational tasks. This ensures routine operational work is delivered efficiently, while more complex decisions, risks and service management responsibilities are handled at the appropriate level.

As VMD continues to rely on a broad range of digital and technology services to support its statutory functions, this role will help strengthen service resilience, continuity and quality. It will reduce reliance on individuals, improve knowledge sharing, and ensure operational responsibilities are managed in a sustainable and consistent way.

This is an ideal role for someone who enjoys working close to live services, combining practical IT operations delivery with service management responsibilities, and contributing directly to the stability and effectiveness of IT operations at VMD.

Your main responsibilities include:

• Coordinate and support the day-to-day running of VMD’s IT Operations and Service Desk function, including running daily service stand-ups or huddles to review workload, prioritise incidents and requests, identify blockers, agree ownership, and escalate service issues where required.
• Provide hands-on support for live IT services, including end-user computing, Microsoft 365, device provisioning, user access, service desk tickets and operational troubleshooting, working closely with colleagues, subject matter experts and technical teams.
• Provide day-to-day operational leadership and senior judgement for service desk and IT operations activity, supporting colleagues with prioritisation, decision-making, escalation routes and resolution of more complex or higher-impact issues.
• Support effective incident, request, change and problem management through Jira Service Management, helping to ensure tickets are clearly documented, assigned, updated, progressed and resolved in line with agreed processes.
• Help improve service quality and operational resilience by identifying recurring issues, supporting problem management, maintaining knowledge articles, runbooks and handover notes, and reducing reliance on individual knowledge.
• Work collaboratively with users, colleagues, suppliers, technical teams and stakeholders, bringing a positive, proactive and “can-do” approach to resolving issues, explaining IT matters clearly, and supporting reliable, user-focused IT service delivery.
• Contribute to the safe operation and continuous improvement of VMD’s technology environment, including Microsoft 365, Intune, Defender, Entra ID, Jira, Confluence, cloud services, legacy systems, supplier-supported services, asset management, IT inventory control, device lifecycle management and future service improvements.
• Complying with ISO 9001 (quality management) and ISO 27001 (information security) standards, and GDPR and Information Management requirements.
• Act corporately – meeting, role-modelling, embedding, and championing the corporate objectives set by the VMD.

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, Strengths, Experience and Technical skills.

Further information about success profiles with guidance on how to complete your application form is available here - About the application process , Civil Service Careers

Application Process

As part of the application process, you will be assessed on your experience and will be asked to complete:

• A CV. This should include your job history, qualifications, skills and experience.
• A 500-word personal statement: "Referring to the 'Job Description' and 'Person specification' sections of the job advert, please demonstrate how you are suitable for the role by providing relevant examples."
• Technical Statement : Please outline your knowledge and experience of 1st to 3rd line IT support, Microsoft 365 administration and end-user computing services;- including incident management, technical troubleshooting, service improvement, and the day-to-day IT service delivery.

Further details around what this will entail are listed on the application form. Success Profiles: Experience - GOV.UK

• You will also be asked to give examples of behaviours, which is one element of success profiles - Behaviours , Civil Service Careers When giving examples of behaviours, please use the Situation, Task, Action, Result (STAR) format – see A brief guide to competencies - GOV.UK

For further guidance and information on how to complete your application CV application, Personal Statement, Technical statement and Behaviours, you are encouraged to visit the Civil Service Careers website About the application process , Civil Service Careers

Sift

Scoring for all criteria for the application is from 1 to 7 – A score of 4 and above will progress to interview unless there is a large number of applications, if so an initial sift will be conducted using the CV and Personal Statement . Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview. The panel may agree a benchmark score higher than 4 with a rationale for the decision. Any candidates applying under the Disability Confident Scheme who scores 4 or above on all of the criteria will be offered an interview.

Interview

If successful at the application stage, you will be invited to interview where you will be assessed on experience, behaviours and strengths.

For experience, we will ask you to tell us – in your own words – about your relevant experience against the requirements set out in the job advert. You are asked to keep this to 10 minutes.

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

• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing

When giving examples of behaviours, please use the Situation, Task, Action, Result (STAR) format – see A brief guide to competencies - GOV.UK

A range of Strengths relevant to this role will be tested at interview. More information on Strengths : Success Profiles: Strengths - GOV.UK

Sift and Interview dates

The sift will be conducted week commencing 12 October 2026.

Interviews are currently scheduled to take place in person at the VMD the week commencing 2 November 2026.

Please note, this timeline is indicative at this stage and could be subject to change.

You cannot claim back any expenses incurred during the recruitment process.

Contract

This role isn’t suited to a home-working contract.

Salary

New entrants to the Civil Service are expected to start on the minimum of the pay band.

If you are new to the civil service, or coming back into the civil service, you will start on the advertised starting salary. You must be in post by 1st April to qualify for that year’s pay rise.

The internal roles rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest.

Working Pattern

This is a full-time post. It may be possible for individuals to fill these roles on an 80% FTE basis, but no less due to the tight time constraints of the work commitments.

Location and travel

This role will be contractually based at the VMD in Weybridge, KT15 3LS. This is a fixed location; the VMD does not use hubs located elsewhere in the UK.

You will be expected to spend at least 60% of your working time in an organisation workplace with the option to work the remaining time flexibly from home. Organisation workplace includes the VMD office as well as time spent at other locations for meetings, conferences, and field-based activities. This is a non-contractual agreement which is consistent with common Civil Service expectations.

Travel costs to non-contractual workplaces will be subject to departmental travel and subsistence policies. Travel costs to contractual workplaces are the responsibility of the employee.

The successful candidate will be required to carry out all their duties from a UK location and cannot do so from an overseas location unless they have permission to do so.

Residency Requirements and security vetting

All posts require the successful candidate to hold Counter Terrorist Check (CTC) security clearance. Job offers are based on merit. Security vetting will only take place after the receipt of a job offer. Candidates will need to meet the residency requirements of residing in the UK for 3 years prior to the CTC application being submitted.

Reserve List

A reserve list may be held for a period of 12 months from which further appointments can be made.

Near miss

Candidates who are judged to be a near miss at interview may be considered for other positions in Defra which may be at a lower grade but have a potential skills match.

Visa Sponsorship Statement

Defra does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

Childcare Vouchers

Any move to DEFRA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via defrarecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Criminal Record Check

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Internal Fraud Database Check

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

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