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Description
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
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.
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 press apply and 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
Welsh language requirements
3 - Welsh language skills are not essential for this post, they are however desirable and will be considered if two or more candidates receive the same score at the application or interview stage.
Understanding by reading
0 - No skills
Speaking and being understood
0 - No skills
Understanding by listening
0 - No skills
Writing and being understood
0 - No skills
Welsh Government, like all other Government Departments use Success Profiles when we recruit. For each role we consider what you will need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job. It raises performance and improves diversity and inclusivity.
Behaviour 1:
The selection process and stages are:
Working Together
Encourage joined up team work within your own team and across other groups.
Evidence to provide
Experience questions
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.
Technical 1:
Business Analysis: lead the collection of information and creation of recommendations for improvements
Technical 2:
Ownership and Initiative: take accountability for issues that occur and be proactive in searching for potential problems
You will be asked about your nationality and if you are legally allowed to work in the United Kingdom. This is to find out if you are eligible to apply for this vacancy. This is a requirement for working within the Civil Service. https://www.gov.uk/government/publications/nationality-rules
If you do not meet the eligibility criteria your application will not progress. If it becomes clear at a later stage in the process that you are not eligible to apply, your application may be withdrawn, or the offer retracted.
Nationality Requirements
This job is broadly open to the following groups:
UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
All Welsh Government staff are members of the Civil Service, and as a result are eligible for:
Civil Service Pension Scheme
31 days annual leave (pro-rated for part time)
training and development opportunities
Cycle2Work Scheme
Smart Working flexible working arrangement
Green Car Scheme (subject to availability)
If you are an active Civil Service Pension member you can continue your membership throughout your employment with us.
If you are an active Civil Service Pension member you can continue your membership throughout your employment with us.
We recruit by merit on the basis of fair and open competition. Please see the Civil Service Commission's recruitment principles on the Commission's website.
If you feel your application has not been treated in accordance with these principles and wish to make a complaint please email complaints@gov.wales . Please ensure that you refer to the vacancy reference number.
If you are not satisfied with the response you receive from the Welsh Government, you can contact the Civil Service Commission: info@csc.gov.uk.
How To Apply
All applications for this vacancy must be made using our online application system.
Unless stated otherwise in the 'Other vacancy-related information for advert', the Welsh Government cannot offer Visa sponsorship. Welsh Government holds a Visa sponsorship licence, but this can only be used for certain roles and this campaign does not qualify.
Applications are welcomed from people with a diverse range of lived and professional experiences. We are actively committed to becoming an increasingly diverse organisation which represents the diverse communities we serve. There are a number of Diversity networks that staff can participate in, which include the Disability Awareness and Support Staff Network; Minority Ethnic Staff Network; Mind Matters (Mental health and well-being); PRISM (LGBTI+), Women Together and the Neurodivergence Network.
If you have an impairment which prevents you from applying online, please email our recruitment team. You can:
request an application pack in an alternative format
request a recruitment adjustment to help you submit your application
Use the 'Apply' button to submit your application. You will be asked to register if you don't have an account or sign in if you do. Registration takes a few minutes and you will need an email address.
You should check your Application Centre regularly for updates to your application. Please also check your spam/junk folder in case any communication regarding your application and/or assessment details finds its way there.
Once you've registered for an account and logged in, you'll be taken to the online application form. You must complete this and submit it before the deadline on the closing date. We will not consider an incomplete application form.
If you would like to apply for this vacancy in Welsh, please use the Change Language link on this page. We welcome applications in Welsh, and applications submitted in Welsh will not be treated less favourably than applications submitted in English.
Please see the candidate guidance for more information on the recruitment process.
For information on Civil Service Success Profiles please click here .
For TS to G6 recruitment schemes:
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.
Use the 'Apply' button to submit your application. You will be asked to register if you don't have an account or sign in if you do. Registration takes a few minutes and you will need an email address.
You should check your Application Centre regularly for updates to your application. Please also check your spam/junk folder in case any communication regarding your application and/or assessment details finds its way there.
Once you've registered for an account and logged in, you'll be taken to the online application form. You must complete this and submit it before the deadline on the closing date. We will not consider an incomplete application form.
If you would like to apply for this vacancy in Welsh, please use the Change Language link on this page. We welcome applications in Welsh, and applications submitted in Welsh will not be treated less favourably than applications submitted in English.
Please see the candidate guidance for more information on the recruitment process.
For information on Civil Service Success Profiles please click here .
For TS to G6 recruitment schemes:
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.
IT Service Manager (Portfolio) | Llywodraeth Cymru / Welsh Government | Hunt UK Visa Sponsors
