Overview
Vacancy title: IT Service Manager (Portfolio)
Closing date: 19/01/2026, 16:00
Advertising basis: Permanent
Actual starting salary: A non-negotiable starting salary of £37,111 will be offered to the successful candidate
Salary range or pay band: HEO £37,111 to £45,378
Location: Pan Wales
Work pattern: Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Group: Corporate Services and Inspectorates
Directorate: Digital Data and Technology (DDaT)
Branch: IT Services
Purpose of post: Welsh Government – The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services. To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens.
For more information about the benefits of making a difference with us, please see the Employee Benefits Pack.
Role
The IT Service Manager (Portfolio) will report to a Senior IT Service Manager. It is a key role in IT Service Management that helps align services with business needs and objectives. It involves planning, designing, developing, and maintaining an IT Service Portfolio.
IT Service Portfolio is a comprehensive and detailed collection of services. It encompasses all the services currently offered, those being developed and those that have been retired as follows:
* Service Pipeline which captures services that are planned or in-progress (under development), or consideration for future deployment but are not yet available to customers. It represents the organisation’s strategic plans and service development roadmap.
* Service Catalog which captures all the live business and technical services
* Retired Services which details all services that have been retired and stores any essential historical information
At this role level you will
* Ensure the portfolio and wider IT Service operations knowledge library are maintained
* Support teams to follow governance and delivery processes
* Manage the tracking, analysis, review and delivery of services including any associated costs like maintenance and support
* Assist with the transition of new projects and services into live operations
* Support the prioritisation of services, projects and programmes
* Support stakeholders understand the performance of work and any related risks
* Support service management and leadership in making improvements
* Track the performance of the portfolio and report on its status to senior management and stakeholders
By maintaining a dynamic and well managed IT Services Service Portfolio, the role will help the organisation achieve better resource utilisation, risk management, ensure compliance, and continuously improve service quality.
We Are Looking For People Who Are
* Highly organised, with excellent planning and coordination skills to manage multiple services and dependencies.
* Strategic thinkers, able to align the IT service portfolio with organisational goals and priorities.
* Detail-oriented, ensuring accuracy in service data, reporting, and compliance with governance standards.
* Proactive with a strong drive to optimise service value and manage costs effectively.
* Collaborative team players, willing to share knowledge and work closely with service owners, stakeholders, and technical teams.
* Effective communicators, able to present complex information clearly to senior management and diverse audiences.
* Adaptable and resilient, comfortable managing change and working in a dynamic, fast-paced environment.
* Committed to continuous improvement, seeking opportunities to enhance service performance and portfolio maturity.
This post maps to the IT Service Manager role in the DDaT Capability framework.
At this role level you will
* Ensure the portfolio and wider IT Service operations knowledge library are maintained
* Support teams to follow governance and delivery processes
* Manage the tracking, analysis, review and delivery of services including any associated costs like maintenance and support
* Assist with the transition of new projects and services into live operations
* Support the prioritisation of services, projects and programmes
* Support stakeholders understand the performance of work and any related risks
* Support service management and leadership in making improvements
* Track the performance of the portfolio and report on its status to senior management and stakeholders
By maintaining a dynamic and well managed IT Services Service Portfolio, the role will help the organisation achieve better resource utilisation, risk management, ensure compliance, and continuously improve service quality.
We Are Looking For People Who Are
* Highly organised, with excellent planning and coordination skills to manage multiple services and dependencies.
* Strategic thinkers, able to align the IT service portfolio with organisational goals and priorities.
* Detail-oriented, ensuring accuracy in service data, reporting, and compliance with governance standards.
* Proactive with a strong drive to optimise service value and manage costs effectively.
* Collaborative team players, willing to share knowledge and work closely with service owners, stakeholders, and technical teams.
* Effective communicators, able to present complex information clearly to senior management and diverse audiences.
* Adaptable and resilient, comfortable managing change and working in a dynamic, fast-paced environment.
* Committed to continuous improvement, seeking opportunities to enhance service performance and portfolio maturity.
This post maps to the IT Service Manager role in the DDaT Capability framework.
Key tasks
Your Main Day To Day Responsibilities Will Include:
* Manage and maintain the Service Portfolio regularly checking content to ensure it is accurate, complete, and current.
* Ensure documentation related to the Service Portfolio and Services is saved in the organisation’s corporate document management tool, organised, managed, protected and accessible.
* Ensure the Service Portfolio content is consistent with other data sources (Solution Design Authority, Project Pipeline, Transition Tracker, and Operational Information/Documentation).
* Assess new services in the pipeline for Service Portfolio fit and resource allocation
* Update the Service Portfolio to reflect the retirement of services and ensure the overall portfolio balance is maintained
* Maintain the review schedule for services within the Service Portfolio
* Support individuals with Service Portfolio related roles and obligations to discharge their responsibilities of following process and best practise effectively.
* Actively champion, communicate and engage with the business and teams in all matters relating to the Service Portfolio.
* Support Service Managers and Technical Teams with relevant guidance in managing the Service Portfolio.
* Assist Service Managers in engaging with Business Owners to confirm ownership and ensure their requirements are met.
* Document and maintain Service Portfolio processes and guidance
* Facilitate communication and collaboration between IT and other business units, as well as with project managers and teams.
* Support Service Managers in taking ownership of Service Portfolio areas and understanding the associated tasks.
* Engaging with technical teams to ensure the Service Portfolio meets their requirements.
* Work closely with Service Transition and Service Management to support the transition of services.
* Help develop and deliver reporting on Service Portfolio performance, risks, and key insights to stakeholders.
* Work closely with project management to help prepare the required information to support the procurement or development of a Service Portfolio tool.
* Gather feedback from Service Managers, Technical Teams, Business Owners, and Service Owners to ensure continuous improvement.
* Identify and address areas for improvement in Service Portfolio management processes and practices.
* Any other tasks as requested by management commensurate with the grade and role.
Development opportunities
Your role will form part of Welsh Government’s Digital, Data and Technology profession. You will have the opportunity to work with multiple projects and programmes across all areas of Welsh Government, with staff at all levels including senior staff, Ministers, and our Digital Apprentice cohort. You will help build and improve links and collaboration within the cross-government Digital, Data and Technology community.
Other vacancy related information
This advertisement confirms the overall criteria being assessed throughout this recruitment exercise. For further details on the criteria and evidence required at the application stage, you will need to press apply and review the application form.
When presenting your evidence, you may find it useful to consider the expectations of the grade as set out in the Grade Description as well as the main responsibilities that are essential for the role.
A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months.
Assessment process
Candidates who successfully demonstrate that they meet the minimum Experience Criteria will be invited to interview. The technical scenario will be emailed to you 5 working days before your interview. The scenario will assess Experience 1 (governance and delivery processes).
* Experience 1: Experience of helping teams to follow governance and delivery processes, with the ability to provide guidance when needed.
* Experience 2: Experience of managing a quality service: develop, implement, maintain and review systems and services to ensure delivery of professional excellence.
* Behaviour 1: Working Together: encourage joined up teamwork within your own team and across other groups.
Vetting level: SC - Candidates must have normally resided in the UK for the last 5 years.
Number of posts: 1
Contact
Danielle Hughes
ictservicecontrol@gov.wales
Welsh language requirements
3 - Welsh language skills are not essential but desirable and will be considered if two or more candidates receive the same score.
Nationality and eligibility
This job is broadly open to the following groups: UK nationals; nationals of the Republic of Ireland; nationals of Commonwealth countries with the right to work in the UK; nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members with settled or pre-settled status under the EU Settlement Scheme; individuals with limited or indefinite leave to remain who were eligible to apply for EUSS; Turkish nationals with certain rights to work in the Civil Service. All Welsh Government staff are members of the Civil Service and eligible for some benefits described below.
* Civil Service Pension Scheme
* 31 days annual leave (pro-rated for part time)
* Training and development opportunities
* Cycle2Work Scheme
* Smart Working flexible working arrangement
* Green Car Scheme (subject to availability)
If you are an active Civil Service Pension member you can continue your membership throughout your employment with us.
How to apply
All applications must be made using the online application system. Visa sponsorship is not offered for this campaign. If you require an alternative format or a recruitment adjustment, please contact the recruitment team.
We promote diversity and encourage applications from a wide range of experiences. If you have an impairment that prevents online application, you can request an alternative format or recruitment adjustment.
Use the 'Apply' button to submit your application. You will need an email address to register. Check your Application Centre and spam/junk folder for updates.
Applications must be completed and submitted before the closing date. Applications submitted in Welsh are welcome and will not be treated less favourably than those in English.
For information on Civil Service Success Profiles and related guidance, please consult the Civil Service Commission and related materials through the links provided in the advert.
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