Senior IT Service Manager

The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate.

We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost-effective property services such as asset management, lifecycle replacement and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:

• Striving for excellence- We always aim to deliver great results
• Empowering through respect- We insist on fair treatment for all, always
• Acting with integrity- We consistently do the right thing
• Succeeding together- We rely on each other to achieve success

We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.

Have you ever imagined yourself at the heart of a major digital transformation, shaping the future of property and workplace management across the UK government?

Join us in Year 3 of our ambitious four‑year Digital Strategy, where we’re revolutionising corporate real estate, workplace services, asset and space management through a best‑in‑class technology ecosystem. From Salesforce CRM and ServiceNow to Microsoft 365, MRI Horizon to Planon IWMS, Dynamics 365 Business Central, Ardoq and Atlassian, we’ve already laid the foundations.

Next up? Implementing new and cutting edge technologies such as Digital Twin, BIM, CAD, IoT, Smart Buildings, Gen AI and Agentic AI. If you’re passionate about delivering seamless digital employee and workplace experiences, read on…

About the Role

As Senior IT Service Manager, you will hold a key position within the Corporate Systems Team at the Government Property Agency. Your responsibilities will include leading, governing, and continually enhancing enterprise IT Service Management (ITSM) across strategic platforms. Reporting to the Business Systems Manager, you will be tasked with:

• Defining and implementing the enterprise service management strategy, incorporating strong security governance, for all core digital platforms.
• Driving ITSM excellence utilizing ServiceNow and JIRA Service Management.
• Designing, implementing, and managing robust Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for Incident, Problem, Change, and Service Request and Vulnerability processes.
• Establishing and maturing IT Operations Management (ITOM) within ServiceNow, ensuring a complete Configuration Management Database (CMDB) and comprehensive Business Continuity Management (including Recovery Point Objective/Recovery Time Objective - RPO/RTO).
• Embedding robust change management and user engagement, collaborating with the Systems Trainer and the wider enablement team to maximize adoption and continuous improvement.
• Championing adherence to UK government standards for digital delivery, design, accessibility, and NCSC ‘Secure by Design’ guidelines.
• Collaborating effectively with internal stakeholders, clients, suppliers, and partners through client/customer/supplier portals and management information dashboards.
• Contributing to technical roadmap planning for forthcoming modules, including Digital Twin, Building Information Modelling/Computer-Aided Design (BIM/CAD), Internet of Things (IoT), and Smart Buildings initiatives.

Key Responsibilities

Service Strategy & Service Governance

• Define and implement the enterprise ITSM strategy, ensuring alignment with the Digital Strategy and adhering to ITIL (IT Infrastructure Library) v3/v4 standards as well as ‘Secure by Design’ principles.
• Develop Service Design Packages (SDPs) for all operational services to ensure robust service blueprints.
• Maintain rigorous service portfolio and service catalogue governance frameworks.
• Ensure full compliance with the Government Service Standard, focusing on user-centered design, security, and measurable outcomes.

Service Delivery & Support (ITIL v3/v4)

• Monitor, review, and formally report on key service performance metrics.
• Coordinate the response to major incidents and conduct subsequent post-incident reviews.
• Liaise effectively with technical resolution teams to ensure the rapid and effective resolution of incidents.
• Drive continual service improvement initiatives through systematic root cause analysis.
• Maintain accurate, up-to-date operational documentation and ITSM runbooks for all live services.

Service Level Management

• Define, formally negotiate, and rigorously monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all operational services in collaboration with business and digital stakeholders.
• Conduct regular, formal service reviews with stakeholders to critically assess and report on performance.
• Identify and pursue opportunities to optimise service levels and achieve cost reduction efficiencies.
• Produce comprehensive monthly and quarterly performance reports for presentation to senior leadership.
• Establish and execute a process for effectively escalating and managing service level breaches.

Configuration & Asset Management

• Maintain a precise and accurate Configuration Management Database (CMDB), championing data hygiene standards and integration across disparate platforms.
• Oversee the entire asset lifecycle management process, encompassing procurement, deployment, and eventual retirement.
• Implement automated discovery and reconciliation processes to ensure data integrity.
• Ensure complete alignment between CMDB data and the delivery structure of business services.
• Conduct regular audits to validate the accuracy and completeness of configuration data.

Business Continuity Management (BCM)

• Develop, rigorously test, and maintain robust recovery plans (defining RPO - Recovery Point Objective, and RTO - Recovery Time Objective) and comprehensive data backup strategies.
• Coordinate formal disaster recovery exercises and comprehensive scenario planning.
• Ensure the alignment of BCM plans with departmental risk registers and overall risk tolerance.
• Review and systematically update continuity plans following major changes or significant incidents.

Change Enablement

• Facilitate detailed stakeholder workshops for systematic change impact analysis.
• Manage the change schedules, lead Change Advisory Board (CAB) meetings, and oversee emergency change processes (eCAB).

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.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the communities and wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a sense of belonging in a workplace where everyone feels valued. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

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).

Please note - At this time GPA are unable to offer any Visa Sponsorship to candidates as we do not currently hold a visa sponsorship licence. Please do not apply for permanent roles with GPA if you will require your employer to take on the sponsorship of your current or any future visas.

Sift

The sift is due to take place week commencing 31st August 2026

As part of the application process, you will be asked to include a CV. Further details around what this will entail are listed on the application form.

Interview

GPA policy is for interviews to be held face to face, with virtual interviews only by absolute exception. The date and location will be confirmed if you are invited to interview. If you feel this will be a problem for you, please contact recruitment@gpa.gov.uk to discuss prior to submitting your application.

At interview, applicants will be scored against 4 behaviours - Working Together, Managing a Quality Service, Seeing the Big Picture and Leadership.

Interview questions will be a blend of Behaviour, Experience, Technical (core skill) and Strength questions.

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

Further Information

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

Any move to GPA 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 ddatsupport@gpa.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.

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.

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

For further information on National Security Vetting please visit the Demystifying Vetting website.

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.

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

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