Are you passionate about IT Service Management (ITSM) and eager to further develop and apply your skills in a large-scale environment serving millions of customers?
Would you embrace the opportunity to lead a new team doing ITSM in a truly holistic and innovative way, getting to work with a huge variety of engineering and product teams across a vast service and technology landscape?
Do you like to challenge the way things are done, generate new ideas and take a hands-on approach to leadership?
If so, we would love to hear from you!
Within Driver and Vehicle Licensing Agency’s (DVLA’s) new role of ITSM Practice Lead, you will be responsible for leading and managing teams that operate a wide range of ITSM practices across all DVLA IT business and technical services. These teams are organised by service ‘tower’ – Drivers, Vehicles and Core – and are responsible for defining and ensuring performance against OLAs to underpin IT Service Management’s ability to deliver services in accordance with agreed SLAs, XLAs and wider service commitments.
The role holder is required to possess in-depth industry best practice knowledge / experience in ITSM practices, and to use this in overseeing and providing senior leadership in the day-to-day operation of these practices, ensuring consistent and effective application of the practice processes and activities across all service towers.
Responsibilities
Your responsibilities will include but will not be limited to:
1. IT Service Management Framework and Practices:
Using your knowledge / experience of industry best practice, provide senior leadership and ensure consistent, effective operation of all the below ITSM practices / functions across all service towers – Drivers, Vehicles and Core – in line with the documented processes, activities and success factors for each practice. Take the lead on the most complex scenarios / activities arising from the service towers. Be responsible for re-assigning resources between the towers should demand require.
• Incident Management
• Problem Management
• Change Enablement
• Service Transition
• Service Configuration Management
• Service Continuity Management
• Capacity and Performance Management
• Monitoring and Event Management
• Continual Improvement
• Management of SSL/TLS Certificates
• IT Asset Management (not aligned by service but managed under the Core tower)
2. Service focus:
• Ensure that all ITSM practice activities and decisions always reflect a focus on holistic service outcomes, and that this approach is adopted consistently across all service towers.
• Balance multiple factors and sometimes competing objectives of different ITSM practices in order to find the best service outcome in any given situation.
3. Ownership and initiative:
Instil a pro-active mindset across the service towers towards taking direct accountability and ownership of all processes and activities involved in their work, as well the direct engagement of all necessary technical / engineering teams and service stakeholders. Embody this approach yourself.
4. Technical understanding:
Understand core technical concepts sufficiently to lead / manage conversations with technical teams and make effective ITSM practice decisions, spanning across the service towers, based on technical information / recommendations. Take the lead on the most complex ITSM practice scenarios arising from the individual service towers which require the most technical understanding.
For further information about the role please see the attached role profile.
Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on Wednesday 19th February 2025 at 11:30am.
Please click here to book on.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .