IT Service Manager

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We regulate the water sector in England and Wales,

Reporting directly to the Head of Service Management, you will be responsible for ensuring IT Service Management policies and processes offered to Ofwat operations are consistent in approach, aligned to industry best practice standards and support Ofwat’s operational strategic goals. You will represent Service Management in up to 3 specific Ofwat Directorates and their sub-teams, guiding and advising on all things related to IT Service delivery.

This role allows for the opportunity to influence and shape how we deliver IT Services to our end users, improving efficiencies to our operational processes.

In this role you will be responsible for:

• Service Catalogue Management – Assume responsibility for the development and management of our Service Catalogue (Application and Request). This should include development of the existing offering, alignment with other supporting data sources and, wherever possible, the drive the introduction of integrations to automate our SCM capability.
• SACM – This role will be accountable for the development of the Ofwat SACM capability. While our asset management processes are in a strong position the successful candidate will be expected to support the following work:
• Ensuring all hardware items are tracked and managed effectively
• Assist with day‑to‑day IT asset management
• Collaborate with third‑party suppliers to coordinate procurement processes and oversee the financial management of software and hardware assets throughout their lifecycle
• Ensure quality standards are maintained through regular audits of our estate to identify gaps and initiate appropriate remedial action
• Contribute to processes, procedures, and controls to support service asset and configuration management activity
• Identify and drive service improvements through to completion, through proactive customer liaison and monitoring
• Perform and support appropriate data cleanse activities within the software license management and asset management toolsets
• Support the introduction of a CMDB toolset

• Business Relationship Management – Act as BRM to up to 3 specific Ofwat Directorates acting as initial point of contact for all IT related issues. An important element of the BRM role will be the production and delivery of monthly reporting on services consumed by each Directorate.
• Continual Service Improvement – Support and drive forward CSI across the Ofwat estate, ensuring that benefits to business are measured, captured
• Service Management Framework Support – Identifying underlying trends within existing processes for improvement and generating proposals for the introduction of new processes where they don’t already exist.
• Change Evaluation and Change Management activities to ensure impact of change requests are fully understood and planned for accordingly.
• Supplier Management – Managing relevant and appropriate governance levels to all suppliers commensurate with their Business Classification within Ofwat.
• Risk Identification & Management – Through the Business Impact Assessment process, identify a classification against each solution within your directorates, ensuring all service activities and artefacts are in place and maintained.
• Service Transition – Introducing new or changed digital technology services into live operations. This includes Transition Planning & Support, Asset and Configuration
• Knowledge Management – ensuring all knowledge articles are maintained and accurate at all times. Working with key stakeholders to ensure roles and responsibilities are clearly defined and understood.
• Line management of the Service Management Analyst may be required at some point.
• Acting on behalf of the Head of Service Management as and when required.

Mid‑Senior level

Contract

Information Technology

Public Policy Offices

Birmingham

Fixed term, Loan, Secondment

Flexible working, Hybrid

18/01/2026