Senior IT Service Manager - Government Digital Service - G7

Manchester

The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government.

Our priorities are to drive a modern digital government, by:

We are home to the Incubator for Artificial Intelligence (I.AI), the world-leading  and at the forefront of coordinating the UK's geospatial strategy and activity. We lead the Government Digital and Data function and champion the work of digital teams across government.

We're part of the Department for Science, Innovation and Technology (DSIT) and employ more than 1,000 people all over the UK, with hubs in Manchester, London and Bristol.

The Government Digital Service is where talent translates into impact. From your first day, you'll be working with some of the world's most highly-skilled digital professionals, all contributing their knowledge to make change on a national scale.

Join us for rewarding work that makes a difference across the UK. You'll solve some of the nation's highest-priority digital challenges, helping millions of people access services they need

As the Senior IT Service Manager for the One Login Service Management team, you will lead engagement with internal and external stakeholders to ensure the needs, risks and challenges of the government services using One Login are properly understood, prioritised and communicated. These services, known as relying parties because they rely on One Login to verify their users identities and provide access, often have different technical, operational and support requirements.

Your role will ensure these are managed effectively so that each service receives the right level of assurance and support when using One Login.

You will play a key role in shaping and maturing the service model for One Login as it continues to evolve. This means helping ensure a consistent, high quality experience for all government services onboarded to One Login. You will work closely with Product Managers, Supplier Relationship Managers, Service Transition Managers, Technical Architects, Operational Support Teams, Data Specialists and a wide range of stakeholders across government.

As a senior member of the Service Management team, you will also help embed a strong service oriented culture, promote best practice and ensure that government services receive the service quality and user experience they need to successfully use One Login.

As a Senior IT Service Manager you'll:

• be responsible for the day to day service management provided to live relying parties. These are government services that use One Login to confirm users identities and provide access. You will provide assurance to these services and act as the main link between One Login and the services that rely on it
• build and maintain strong relationships with key stakeholders across the relying party services, ensuring their needs and challenges are clearly understood and supported
• work with relying party teams to identify service improvements and any gaps in the relying party lifecycle, helping to improve how services are onboarded and supported
• proactively focus on continuous improvement of both your own work and the wider service. You will work with others to improve the user experience, simplify processes and increase the efficiency of One Login services
• act as a point of escalation for critical issues, providing senior level support to governance meetings, service forums and working groups
• lead or contribute to service reviews, audits, incident reviews and service improvement initiatives, ensuring lessons are understood and acted upon
• help shape and mature the overall service management model for One Login, working closely with the relying party service managers and the Lead IT Service Manager

We're interested in people who:

• have a strong understanding of service lifecycle management, including onboarding, migrations, versioning, and deprecation
• are comfortable taking ownership and accountability for RP services across different stages of maturity and being proactive in searching for potential problems
• can negotiate with and influence stakeholders, and manage relationships effectively
• can build long term strategic relationships and communicate clearly with RPs and evaluate current strategies to ensure business requirements are being met and exceeded where possible
• demonstrate ability to oversee and improve operational processes at scale
• have experience acting as an escalation point for live service issues, with a calm and structured approach to incident management