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IT Service Management Senior AnalystIT Service Management Senior Analyst

Posted: 29 Mar 2021 Closes: 12 Apr 2021
South West £33,839
Permanent & Full-time hm-land-registry/20210329183207

It is an exciting time for HM Land Registry (HMLR) as we continue on a major transformation programme. HMLR's ambition is to become the world’s leading land registry for speed, simplicity and an open approach to data.

We are now looking for an IT Service Management Senior Analyst to join our Digital, Data and Technology team to help us to achieve this.

You will join our award-winning Digital, Data and Technology Directorate which is the in-house IT division at the heart of the move to a digital, data-driven organisation with the ambition to provide our customers with cutting-edge digital services.

HM Land Registry's existing software systems and services form part of the critical national infrastructure, safeguarding land and property ownership valued at £7 trillion. This enables over £1 trillion worth of personal and commercial lending to be secured against property across England and Wales.

As an IT Service Management Senior Analyst your priority will be to ensure your customers receive a great service and experience. You will maintain focus on the whole life of service delivery ensuring that a set of IT products and suppliers come together to deliver an IT service.

Duties will include assuring the transition to new services, whilst protecting the integrity of existing ones, building relationships with key stakeholders and representing their interests and concerns. You will also provide service insights and reports within agreed timeframes, assessing performance against agreed targets ensuring actions are taken to investigate, resolve and anticipate service problems.



To be successful in this role you will have already hold an ITIL Foundation qualification. You may also have ITIL Practitioner / Intermediate qualifications; if not you must commit to achieving relevant ones within 12 months of your appointment.

You will have proven knowledge and experience of Service Management processes gained in a medium/large organisation where you have explored and progressed opportunities for improvement. You will be able to work under pressure, delivering against competing demands, taking ownership of activities and seeing them through to successful completion.

In addition, you will have previously worked in an Agile environment and have a good understanding of IT infrastructure and applications. It is vital that you are a effective communicator with excellent customer service skills and have the ability to interact and build working relationships with your team and other stakeholders.

For more information about the job, please see the attached job description.

Due to Covid-19, the role will initially be home based so an induction and training will be carried out remotely, with full support from the team. Once safe to do so, your home office will be located in the vibrant waterfront city of Plymouth.

The Digital, Data and Technology Directorate is the in-house IT division for HMLR. We are currently recruiting several roles to ensure the directorate’s teams contain the right blend of skills, experience and knowledge to take our major transformation programme forward. These teams are at the heart of the move to a digital, data-driven organisation with the ambition to provide our customers with cutting-edge digital services.

Our Business Strategy for 2017-2022 sets out our aims of:

• brilliant at the basics;
• a comprehensive Land Register;
• world-leading through Digital Street – our ground-breaking research and development project exploring how land registration might work in 2030;
• opening our data;
• expert people; and
• financially strong.

For more information about what its like to work here please see the following links:
Building our digital capability through Communities of Practice
Working for HM Land Registry/


ITIL Foundation
ITIL Practitioner / Intermediate qualifications or commitment to achieving relevant ones within 12 months of appointment.


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

  • Changing and Improving
  • Developing Self and Others
  • Making Effective Decisions
  • Communicating and Influencing
  • Working Together


HM Land Registry offers very competitive terms, conditions and benefits. We provide excellent opportunities for career progression, training and development. You will have access to Civil Service pension and benefits arrangements and generous leave allowances, as well as flexible working – exactly what you would expect from a progressive employer.

HM Land Registry is a great place to work, where difference is celebrated.

We’re committed to fairness and equality for all, so you feel valued for who you are and what you do. Diversity fuels our innovation. Our shared values help us work together, to benefit the communities we serve.

Our employee diversity networks support our culture of inclusion and contribute to our diversity action plan. Our current focus is to encourage people from under-represented groups into management and leadership roles, especially people with disabilities, women and ethnic minority colleagues.

See a list of full benefits:

Things you need to know


Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

To apply please complete the online application form to include your qualifications, skills and work history. The statement of suitability section (in no more than 1000 words) should be used to provide details of how you meet the essential experience criteria listed on the Job Description below:

• Proven knowledge and experience of Service Management processes in a medium/large organisation
• Experience of working under pressure and delivering against competing demands.
• Experience of working in an agile environment
• Effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers.

In the event of a high volume of applications, we may pre-sift on the leading experience criteria:
• Proven knowledge and experience of Service Management processes in a medium/large organisation.

The sift will take place week shortly after the closing date. The final selection stage will consist of a blended interview and pre-prepared presentation which will be conducted as a video interview week commencing Monday 26 April 2021.

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.

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:

Job Applicant Personal Information

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

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

HM Land Registry

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