Job Description

ID 3378

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The Welsh Government operates name-free recruitment. The recruiting panel will not see personal information such as a candidate's name and address during the sifting process. This policy is in line with our commitment to end bias and promote equality and diversity.

Vacancy details

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
Allowances
No
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
Location (s)
Pan Wales
Pan Wales' means that the location in which the vacancy can be based is flexible, subject to the needs of the business. A list of the Welsh Government's offices can be found on www.gov.wales/welsh-government-offices. Please note it may not always be possible to accommodate a preference for a specific office location.
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.


The 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 organisations 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.

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 organisations corporate document management tool. Ensuring that it is 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 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 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.


You will receive a technical scenario for you to prepare a response ready for your interview. The technical scenario and instructions will be emailed to you 5 working days before your interview.


The technical scenario will be a presentation at interview assessing

Experience 1

: Experience of helping teams to follow governance and delivery processes, with the ability to provide guidance when needed.

Sifting Criteria

In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion:

Experience 1.

Candidates who pass the initial sift will be progressed to a full sift.

In the case of more than one candidate scoring the same at interview, the panel has agreed the following criteria will determine merit order:

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 applying for a role that requires SC clearance must have normally resided in the UK for a minimum of the last 5 years
Number of posts
1
Contact point for further information regarding the post
Danielle Hughes ictservicecontrol@gov.wales