IT Service Management Support Officer

The IT Service Management Officer supports the effective delivery of IT Service Management activity by providing coordination, administration, data maintenance and stakeholder support across ITSM processes and service engagement activities.

Their priority is to help their customers receive a great service and experience and are handled with courtesy and integrity. They put the customer at the heart of all interactions related to their services.

The successful candidate will be responsible for:

• Working with service stakeholders and ITSM colleagues to coordinate meetings, maintain records and support stakeholder engagement activities.
• Maintaining service information, documentation, action logs and governance records, ensuring information is accurate and up to date.
• Gathering and maintaining data to support service reporting, dashboards, stakeholder updates and governance information, ensuring accurate and timely information is available within agreed timescales.
• Supporting service review, project and improvement activities by maintaining information, coordinating actions and ensuring activities are tracked in line with agreed processes.
• Working collaboratively with Business Partners, Service Portfolio teams and wider IT colleagues to support effective service delivery and stakeholder outcomes.
• Promoting consistent ways of working and contributes to a customer-first approach across IT Service Management activities.

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.

Then to apply for this vacancy, you will need to submit your CV and complete a Personal Statement section (in no more than 500 words) and this should be used to outline the criteria listed below:

• Proven experience of delivering a quality customer service in a fast-paced environment.
• Effective communication skills, including the ability and flexibility to interact and build working relationships.

If successful at the shortlisting stage, you will be invited to attend a blended interview which we anticipate will be held on week commencing 19th October 2026.

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 11:55pm on the advertised date.

The interview will assess the experience and behaviours listed in the attached job description. Candidates may refer to notes within their interview, but they should be used as a prompt only.

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.

Please note that 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 we will not sponsor a skilled worker visa. You must ensure you have the appropriate right to work in the UK before applying.

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

You can find more information on how we use your personal data on our website

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