Apply before 11:55 pm on Friday 15th May 2026
Location: Swansea (This role is suitable for hybrid working)
Salary: £69,501 - A Civil Service Pension with an employer contribution of 28.97%
As a Lead IT Service Manager at DVLA, you will provide senior leadership and accountability for all aspects of IT Service Management (ITSM) across one of DVLA’s three major service towers: Drivers, Vehicles or Core (underpinning services or those spanning Drivers and Vehicles). You will act as the senior focal point for your tower, ensuring services are delivered effectively, efficiently and in line with industry best practice.
You will be accountable for IT service ownership across a large and diverse portfolio of services, including responsibility for the effective and efficient operation of fourteen distinct ITSM practices / functions, ensuring continual alignment to evolving industry best practice.
This role is at the heart of ensuring the availability, performance, security and continual improvement of DVLA’s IT services, many of which are business‑critical, public‑facing and nationally significant.
Top Responsibilities
* Provide direct, hands‑on leadership for the most business critical and / or highest complexity ITSM activities arising from all work across your service tower. This includes major cross-functional / matrix leadership of resources spanning all ITS capabilities, other DVLA directorates (operational and non-operational) and external partner / supplier organisations.
* Be accountable for the overall line management and mentorship of all resources within your service tower. Work with other Lead IT Service Managers to re-assign resources between the services towers as required, according to both day-to-day operational ITSM demands, e.g. Incident and Change, alongside strategic, longer-term work such as Service Architecture and Transition.
* Ensure that your team holds holistic knowledge of all services within its tower, i.e. their business purpose and context, underpinning technology, support model and stakeholders. For the most business-critical services, hold this knowledge yourself.
* Hold and proactively maintain expert level knowledge of ITSM industry best practice, staying abreast of evolving industry trends including how ITSM interfaces with other modern industry philosophies adopted at DVLA, such as DevOps and Agile. Be accountable for disseminating and ensuring application of this throughout all work within your service tower.
Benefits
* Best in class learning and development tailored to your role
* An environment with flexible working options where we encourage a great work-life balance
* A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues
* Generous employer contribution of 28.9%, depending on chosen pension scheme
* Digital communities with clear career frameworks
* On-site nursery, restaurants and coffee bar
* 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday
* 24-hour Employee Assistance Programme providing free confidential help and advice for staff
* Free parking
About You
To be successful in this role you will need to have the following experience:
* Senior‑level experience in IT Service Management, with expert knowledge of modern industry best practice and a strong track record of applying it pragmatically within a complex organisation.
* Managing portfolios of IT services, including leading critical incidents, complex change and service improvement initiatives. You will be comfortable operating as a senior decision maker, balancing technical risk, service availability, customer impact and organisational priorities.
* An experienced leader who can inspire, develop and mentor ITSM teams, while also exercising strong cross‑functional leadership across engineering, delivery, business and supplier communities.
* Excellent stakeholder management and communication skills, with the confidence to influence decisions at senior leadership and Executive level, and to clearly articulate service risks, impacts and options to technical and non‑technical audiences alike.
Additional Information
The following qualifications should be held, or willing to work towards once in post:
* ITIL v5 Foundation
* Certified Agile Service Manager
* DevOps Institute: DevOps Foundation
* DevOps Institute: Site Reliability Engineering (SRE) Foundation
This vacancy closes at 23:55 on Friday 15th May 2026
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