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Senior IT Service Manager (Service Management)

Posted: 13 Nov 2019 Closes: 25 Nov 2019
Plymouth £52,146 - £58,888
Flexible hm-land-registry/20191113170527

It is an exciting time for HM Land Registry (HMLR) as we continue to embark 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 experienced Senior IT Service Manager (Service Management) to join our Digital, Data and Technology team to help us to achieve this.

Job description

As the Senior IT Service Manager (Service Management) you will provide leadership to the IT Service Management Centre within the Digital, Data and Technology team, ensuring the performance of the Centre’s teams meet the organisational requirements and comply with policy. You will be responsible for all matters relating to IT Service Management governance. You will lead on the development of our workforce planning needs, budget management, risk, performance assurance and act as an escalation point for significant service matters which compromise effective delivery of an IT service.


To meet the requirements of this role you will have proven experience of thought leadership in Service Management, leading transformational activity to change operational ways of working, and / or influencing cultural change. You will have demonstrable experience of working within an acknowledged Service Management Framework (ITIL Service Management Framework preferred). 

In addition, you have the ability to review service metrics and key performance indicators to identify the success of the services being utilised. You can also champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction. 

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. 

Five Things you didn’t know about working for DDaT 
Located in the vibrant waterfront city of Plymouth, our environmentally friendly offices provide a great setting in which to work. Hundreds of miles of stunning coastline and 368 square miles of Dartmoor National Park are within easy reach. 

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. 



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

  • Leadership
  • Managing a Quality Service
  • Communicating and Influencing
  • Making Effective Decisions


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.

Things you need to know


Successful candidates must pass a disclosure and barring security check.

Selection process details

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

Please upload your CV to include your qualifications, work history and previous skills / experience. The statement of suitability section (in no more than 1250 words) should be used to provide details of how you meet the essential criteria listed: 

• Thought leadership in Service management, leading transformational activity to change operational ways of working, and / or influencing cultural change. 
• Demonstrable experience of working within an acknowledged Service management framework, ITIL Service Management Framework preferred. 
• Experience of leading teams to maintain day-to-day accountability for the ownership and resolution (including any referral or escalation as may be necessary) of service management issues which arise in connection with any IT Service. 
• Proven experience of reviewing service metrics and key performance indicators to identify the success of the services being utilized and underpinning ways of working. 

The final selection stage will consist of a blended interview and pre-prepared presentation. 

The sift will take place week commencing Monday 25 November 2019. 
Interviews will take place week commencing Monday 9 December 20119. 
Seaton Court 
2 William Prance Road 
PL6 5WS 

Candidates should ensure they read the attached guidance document fully before submitting an application. 

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

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

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 equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.


HM Land Registry

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