IT service manager

Find out what an it service manager in government does and the skills you need to do the role at each level.

Last updated 30 November 2024 — See all updates

Contents

— What an it service manager does
— IT service manager role levels

— 1. IT service analyst
— 2. IT service manager
— 3. Senior IT service manager
— 4. Head of IT service management

— Roles that share IT service manager skills
— Senior Civil Service roles that IT service manager could lead to

What an it service manager does

IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services, and working with teams from IT service operations.

IT service manager role levels

There are 4 it service manager role levels, from it service analyst to head of it service management.

The typical responsibilities and skills for each role level are described in the sections below. You can use this to identify the skills you need to progress in your career, or simply to learn more about each role in the Government Digital and Data profession.

1. IT service analyst

An IT service analyst is responsible for frontline technical support to end users on issues relating to hardware, software and peripherals. This will include responding to, documenting and resolving service desk incident tickets in a timely manner according to a service level agreement (SLA).

At this role level, you will:

have excellent problem solving skills to diagnose, evaluate and resolve complex problem situations or, when appropriate, escalate or route them to IT resolver groups
perform root cause analysis
develop checklists for typical problems
recommend procedures and controls for problem prevention
work independently, share information and assist others with requests for service

This role level is often performed at the Civil Service job grade of:

EO (Executive Officer)
HEO (Higher Executive Officer)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Business analysis (IT operations) Level: awareness Awareness is the first of 4 ascending skill levels	You can: investigate problems and opportunities in existing processes, and contribute to recommending solutions
Continual service improvement Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of developing process efficiency and common ways in which processes are optimised support specific activities to improve development processes spot or identify obvious deficiencies
IT service reporting Level: working Working is the second of 4 ascending skill levels	You can: produce relevant reports in an appropriate format and agreed timeframe work with stakeholders to discuss any changes in the reporting processes interpret a data set and communicate this to others
Ownership and initiative Level: working Working is the second of 4 ascending skill levels	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Service focus Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of different products and services
Service management framework knowledge Level: awareness Awareness is the first of 4 ascending skill levels	You can: show you have a Level 3 service management framework qualification
Stakeholder relationship management (IT operations) Level: working Working is the second of 4 ascending skill levels	You can: identify important stakeholders and communicate with them clearly and regularly tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs build and reach consensus work to improve stakeholder relationships, using evidence to explain decisions made
Strategic thinking Level: working Working is the second of 4 ascending skill levels	You can: work within a strategic context and communicate how activities meet strategic goals contribute to the development of strategy and policies
Technical understanding Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focus Level: working Working is the second of 4 ascending skill levels	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes

You can:

track, log and correct information to protect assets and components

You can:

investigate problems and opportunities in existing processes, and contribute to recommending solutions

You can:

show an awareness of developing process efficiency and common ways in which processes are optimised
support specific activities to improve development processes
spot or identify obvious deficiencies

You can:

produce relevant reports in an appropriate format and agreed timeframe
work with stakeholders to discuss any changes in the reporting processes
interpret a data set and communicate this to others

You can:

own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

show an awareness of different products and services

You can:

show you have a Level 3 service management framework qualification

You can:

identify important stakeholders and communicate with them clearly and regularly
tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs
build and reach consensus
work to improve stakeholder relationships, using evidence to explain decisions made

You can:

work within a strategic context and communicate how activities meet strategic goals
contribute to the development of strategy and policies

You can:

show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

identify and engage with users or stakeholders to collate user needs evidence
understand and define research that fits user needs
use quantitative and qualitative data about users to turn user focus into outcomes

2. IT service manager

An IT service manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.

At this role level, you will:

manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance
ensure that all service and support functions remain responsive to customer needs
ensure that the service catalogue and wider IT service operations knowledge library are maintained
ensure that adequate reporting and service standards are met for your specific service
ensure that all technical change is communicated and managed, with appropriate governance
ensure that a programme of continual service improvement is put in place across the wider service delivery function

This role level is often performed at the Civil Service job grade of:

HEO (Higher Executive Officer)
SEO (Senior Executive Officer)

Skill	Description
Asset and configuration management Level: working Working is the second of 4 ascending skill levels	You can: maintain secure configuration and accurate information control IT assets in one or more areas verify the location and state of IT assets
Business analysis (IT operations) Level: working Working is the second of 4 ascending skill levels	You can: investigate problems and opportunities in existing processes, and contribute to recommending solutions work with stakeholders to identify objectives and potential benefits
Continual service improvement Level: working Working is the second of 4 ascending skill levels	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
IT service reporting Level: working Working is the second of 4 ascending skill levels	You can: produce relevant reports in an appropriate format and agreed timeframe work with stakeholders to discuss any changes in the reporting processes interpret a data set and communicate this to others
Ownership and initiative Level: working Working is the second of 4 ascending skill levels	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Service focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: see the bigger picture by taking groups of services and investigating how to get the best of underlying services
Service management framework knowledge Level: working Working is the second of 4 ascending skill levels	You can: show you have a Level 3 service management framework qualification demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
Stakeholder relationship management (IT operations) Level: working Working is the second of 4 ascending skill levels	You can: identify important stakeholders and communicate with them clearly and regularly tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs build and reach consensus work to improve stakeholder relationships, using evidence to explain decisions made
Strategic thinking Level: working Working is the second of 4 ascending skill levels	You can: work within a strategic context and communicate how activities meet strategic goals contribute to the development of strategy and policies
Technical understanding Level: working Working is the second of 4 ascending skill levels	You can: understand the core technical concepts related to the role, and apply them with guidance
User focus Level: working Working is the second of 4 ascending skill levels	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes

You can:

maintain secure configuration and accurate information
control IT assets in one or more areas
verify the location and state of IT assets

You can:

investigate problems and opportunities in existing processes, and contribute to recommending solutions
work with stakeholders to identify objectives and potential benefits

You can:

identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

produce relevant reports in an appropriate format and agreed timeframe
work with stakeholders to discuss any changes in the reporting processes
interpret a data set and communicate this to others

You can:

own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

see the bigger picture by taking groups of services and investigating how to get the best of underlying services

You can:

show you have a Level 3 service management framework qualification
demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

You can:

identify important stakeholders and communicate with them clearly and regularly
tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs
build and reach consensus
work to improve stakeholder relationships, using evidence to explain decisions made

You can:

work within a strategic context and communicate how activities meet strategic goals
contribute to the development of strategy and policies

You can:

understand the core technical concepts related to the role, and apply them with guidance

You can:

identify and engage with users or stakeholders to collate user needs evidence
understand and define research that fits user needs
use quantitative and qualitative data about users to turn user focus into outcomes

3. Senior IT service manager

A senior IT service manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity.

This role level is often performed at the Civil Service job grade of:

SEO (Senior Executive Officer)
G7 (Grade 7)

Skill	Description
Asset and configuration management Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: manage configuration items and related information manage service compliance and risk
Business analysis (IT operations) Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: lead investigative work into problems and opportunities in existing processes lead the collection of information and creation of recommendations for improvements absorb large amounts of conflicting information and use it to produce solutions
Continual service improvement Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: analyse current processes, and identify and implement opportunities to optimise them lead and develop a team of experts to deliver service improvements help to evaluate and establish requirements for the implementation of changes by setting policy and standards
IT service reporting Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: use data analytics skills to make decisions that enhance business performance
Ownership and initiative Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: take accountability for issues that occur and be proactive in searching for potential problems achieve excellent user outcomes
Service focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: see the bigger picture by taking groups of services and investigating how to get the best of underlying services
Service management framework knowledge Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: show you have an expert certificate in the service management framework qualification
Stakeholder relationship management (IT operations) Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: negotiate with and influence stakeholders, and manage relationships effectively influence decisions, deal with challenging situations and remove blockers build long-term strategic relationships and communicate clearly and regularly with stakeholders, supporting mutual needs and commitments while focusing on user needs
Strategic thinking Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: work within a strategic context and communicate how activities meet strategic goals contribute to the development of strategy and policies
Technical understanding Level: working Working is the second of 4 ascending skill levels	You can: understand the core technical concepts related to the role, and apply them with guidance
User focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: collaborate with user researchers and can represent users internally explain the difference between user needs and the desires of the user champion user research to focus on all users prioritise and define approaches to understand the user story, guiding others in doing so offer recommendations on the best tools and methods to use

You can:

manage configuration items and related information
manage service compliance and risk

You can:

lead investigative work into problems and opportunities in existing processes
lead the collection of information and creation of recommendations for improvements
absorb large amounts of conflicting information and use it to produce solutions

You can:

analyse current processes, and identify and implement opportunities to optimise them
lead and develop a team of experts to deliver service improvements
help to evaluate and establish requirements for the implementation of changes by setting policy and standards

You can:

use data analytics skills to make decisions that enhance business performance

You can:

take accountability for issues that occur and be proactive in searching for potential problems
achieve excellent user outcomes

You can:

see the bigger picture by taking groups of services and investigating how to get the best of underlying services

You can:

show you have an expert certificate in the service management framework qualification

You can:

negotiate with and influence stakeholders, and manage relationships effectively
influence decisions, deal with challenging situations and remove blockers
build long-term strategic relationships and communicate clearly and regularly with stakeholders, supporting mutual needs and commitments while focusing on user needs

You can:

work within a strategic context and communicate how activities meet strategic goals
contribute to the development of strategy and policies

You can:

understand the core technical concepts related to the role, and apply them with guidance

You can:

collaborate with user researchers and can represent users internally
explain the difference between user needs and the desires of the user
champion user research to focus on all users
prioritise and define approaches to understand the user story, guiding others in doing so
offer recommendations on the best tools and methods to use

4. Head of IT service management

A head of IT service management is responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing.

At this role level, you will:

lead a team, ensuring adequate resources and capacity
represent the IT service management function at a senior level
act as an escalation point for business stakeholders

This role level is often performed at the Civil Service job grade of:

G7 (Grade 7)
G6 (Grade 6)

Skill	Description
Asset and configuration management Level: expert Expert is the fourth of 4 ascending skill levels	You can: manage configuration management for the organisation, ensuring value for the business and adherence to company policies ensure that changes to assets are recorded and controlled appropriately advocate organisational commitment to asset control
Business analysis (IT operations) Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: lead investigative work into problems and opportunities in existing processes lead the collection of information and creation of recommendations for improvements absorb large amounts of conflicting information and use it to produce solutions
Continual service improvement Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: analyse current processes, and identify and implement opportunities to optimise them lead and develop a team of experts to deliver service improvements help to evaluate and establish requirements for the implementation of changes by setting policy and standards
IT service reporting Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: use data analytics skills to make decisions that enhance business performance
Ownership and initiative Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: take accountability for issues that occur and be proactive in searching for potential problems achieve excellent user outcomes
Service management framework knowledge Level: expert Expert is the fourth of 4 ascending skill levels	You can: show you have an expert certificate in the service management framework qualification demonstrate an industry understanding of how to implement the framework into numerous environments
Stakeholder relationship management (IT operations) Level: expert Expert is the fourth of 4 ascending skill levels	You can: manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured direct the strategic approach for stakeholder relationships, establishing stakeholder objectives and ensuring these are clearly represented act as a point of escalation if stakeholder relationships break down or become challenging for more junior members of the team influence important senior stakeholders and arbitrate when blockers are escalated facilitate discussions across high risk and complex areas or projects under constrained timelines
Strategic thinking Level: expert Expert is the fourth of 4 ascending skill levels	You can: lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met
Technical understanding Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape
User focus Level: expert Expert is the fourth of 4 ascending skill levels	You can: give direction on which tools or methods to use demonstrate experience in meeting the needs of users across a variety of channels bring insight and expertise in how user needs have changed over time to ensure they're met by the business apply strategic thinking to provide the best service for the end user

You can:

manage configuration management for the organisation, ensuring value for the business and adherence to company policies
ensure that changes to assets are recorded and controlled appropriately
advocate organisational commitment to asset control

You can:

lead investigative work into problems and opportunities in existing processes
lead the collection of information and creation of recommendations for improvements
absorb large amounts of conflicting information and use it to produce solutions

You can:

analyse current processes, and identify and implement opportunities to optimise them
lead and develop a team of experts to deliver service improvements
help to evaluate and establish requirements for the implementation of changes by setting policy and standards

You can:

use data analytics skills to make decisions that enhance business performance

You can:

take accountability for issues that occur and be proactive in searching for potential problems
achieve excellent user outcomes

You can:

show you have an expert certificate in the service management framework qualification
demonstrate an industry understanding of how to implement the framework into numerous environments

You can:

manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured
direct the strategic approach for stakeholder relationships, establishing stakeholder objectives and ensuring these are clearly represented
act as a point of escalation if stakeholder relationships break down or become challenging for more junior members of the team
influence important senior stakeholders and arbitrate when blockers are escalated
facilitate discussions across high risk and complex areas or projects under constrained timelines

You can:

lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met

You can:

show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape

You can:

give direction on which tools or methods to use
demonstrate experience in meeting the needs of users across a variety of channels
bring insight and expertise in how user needs have changed over time to ensure they're met by the business
apply strategic thinking to provide the best service for the end user

Role	Shared skills
Business relationship manager	Asset and configuration management Business analysis (IT operations) Continual service improvement IT service reporting Ownership and initiative Service focus Service management framework knowledge Stakeholder relationship management (IT operations) Strategic thinking Technical understanding User focus
End user computing engineer	Asset and configuration management Continual service improvement IT service reporting Ownership and initiative Service focus Service management framework knowledge Technical understanding User focus
Service desk manager	Asset and configuration management Continual service improvement IT service reporting Ownership and initiative Service focus Service management framework knowledge Technical understanding User focus
Application operations engineer	Asset and configuration management Continual service improvement Ownership and initiative Service focus Service management framework knowledge Technical understanding User focus
Change and release manager	Asset and configuration management Continual service improvement Ownership and initiative Service focus Service management framework knowledge Technical understanding User focus

Updates

Published 7 January 2020

Last updated 30 November 2024

30 November 2024

The skill 'asset and configuration management' has been updated. The level descriptions were edited to improve clarity and to ensure consistency with the rest of the framework
The skill 'service management framework knowledge' has been updated to improve clarity. No change was made in the meaning of the skill level descriptions.
The 'service reporting' skill has been renamed 'IT service reporting' to better reflect the requirements of the skill level descriptions. Its level descriptions have been updated to improve clarity. Awareness level now refers to 'key performance indicators' to align with the general skill description.

31 May 2024

The indicative job grades for the role levels have been updated. IT service analyst has been updated from 'AO and EO' to 'EO and HEO'. IT service manager has been updated from 'EO and HEO' to 'HEO and SEO'. Senior IT service manager has been updated from 'HEO and SEO' to 'SEO and G7'. Head of IT service management has been updated from 'SEO and G7' to 'G7 and G6'. This change is based on the latest data on the most common grades for these role levels across government.

30 August 2022

The IT service analyst role level has been added. The ‘relationship management’ skill has been renamed ‘stakeholder relationship management (IT operations)’ to ensure consistency across the DDaT Profession Capability Framework.

7 January 2020

First published.

IT service manager

What an it service manager does

IT service manager role levels

1. IT service analyst

2. IT service manager

3. Senior IT service manager

4. Head of IT service management

Updates

Is this page useful?

Thank you for your feedback

Cookies on Government Digital and Data Profession Capability Framework

IT service manager

What an it service manager does

IT service manager role levels

1. IT service analyst

2. IT service manager

3. Senior IT service manager

4. Head of IT service management

Roles that share IT service manager skills

Senior Civil Service roles that IT service manager could lead to

Updates

Is this page useful?

Thank you for your feedback