IT Service Management Practice Co-ordinator

Can you analyse IT service management processes and identify opportunities for improvement?

Do you enjoy working with stakeholders and technical teams to drive continual service improvement and embed best practices?

Have you used data, reporting or performance measures to identify trends and support decision-making?

If so, we’d love to hear from you!

As an IT Service Management (ITSM) Practice Co-ordinator, you will support the delivery of a wide range of IT Service Management practices, ensuring effective service delivery, operational resilience, and continual improvement across critical digital services. You will work collaboratively with technical teams and stakeholders to assist in the co-ordination of incidents, changes, service transitions, configuration data, performance monitoring, and reporting activities. You will utilise ITSM best practice principles to improve service performance, support business objectives and contribute to the delivery of reliable, customer-focused IT services.

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 and 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 DVLA - Driver and Vehicle Licensing Agency – Civil Service Careers

You will support the ongoing development and implementation of ITSM practices, helping to ensure they work effectively across DVLA’s IT services.

Your responsibilities will include, but aren’t limited to:

1. Contribute to the completion of tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower:

• Incident Management
• Problem Management
• Change Enablement
• Service Transition
• Service Configuration Management
• Service Continuity Management
• Capacity and Performance Management
• Monitoring and Event Management
• Continual Improvement
• Management of SSL/TLS Certificates

2. Take ownership of lower complexity process tasks and activities underpinning management of the practices within your service tower, adopting a pro-active mindset.

3. Collate basic data and information from ITSM tooling to support reporting activities for your service tower.

4. Possess awareness of reporting metrics relevant to ITSM practices and your service tower and why they are important.

5. Possess awareness of the context of you and your service tower’s work in relation to ITS / DVLA strategy and be able to communicate this to others.

For further information on the role, please read the attached 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.

Open Sessions: Would you like to find out more about the role, the team and what it’s like to work in our department? If so, we are organising an open session where you can virtually 'meet the team' on Thursday 10th September 2026 at 12:30. Sign up here. The virtual meeting will be set to anonymous so attendees won't be able to see one another's details.

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, Experience and Technical skills.

Our selection process ensures a comprehensive assessment of each applicant's qualifications, skills, and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Sift of CV and personal statement

Stage 2: Interview

You must be successful at each stage to progress to the next stage.

Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

• Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (750-word count). Please provide evidence of your Experience of the following: Experience of collaborating with a range of stakeholders
• Experience of managing competing priorities effectively.
• Knowledge of IT Service Management practices

Further details around what this will entail are listed on the application form.

Should we receive a high volume of quality applications, we may invite a shortlist of the highest scoring candidates to interview. This means that some applications that meet the required standard could be placed ‘on hold’ after the sift and invited to interview if the vacant position(s) remain unfilled. You will be notified if your application is being put ‘on hold’ once the sift has been completed. Following interviews, any applicants remaining on hold will be notified by the panel of the next steps regarding their application.

The sift will take place week commencing 14/09/2026.

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

• Behaviours – Delivering at pace, Changing and Improving
• Technical – Stakeholder relationship management (IT operations) - Awareness

The interviews will take place week commencing 28/09/2026.

This interview will be conducted in person at our Swansea office (Longview Road, Morriston SA6 7JL). Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site (opens in a new window).

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

Further information on the selection process

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for.

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

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

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.

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.

All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

• Hate speech or discriminatory behaviour
• Threats or acts of violence
• Illegal activity or substance misuse
• Sexually explicit material
• Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle - it’s about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.

Feedback

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