Service Manager
Location
Wales, United Kingdom
Posted At
8/7/2025
Disclaimer: Hunt UK Visa Sponsors aggregates job listings from publicly available sources, such as search engines, to assist with your job hunting. We do not claim affiliation with Cyfoeth Naturiol Cymru / Natural Resources Wales. For the most up-to-date job details, please visit the official website by clicking "Apply Now."
Description
Team / Directorate: Service Management Team / Finance and Corporate Services
Starting salary: £45,367 rising to £50,877 per annum through annual increments being paid each year (pro rata for part time applicants)
Contract type: Permanent
Work pattern: Full time, 37 hours per week (Part time, annualised hours, compressed hours or term time working considered - discussions at interview stage welcome)
Interview Date: 26/09/2025
Post number: 201816 TTJ
The role
We are looking for a confident and capable Service Manager to join our Service Management team within our Digital Data and Technology (DDaT) department. This is a key role, responsible for the management and performance of several DDaT services, including business-critical and high-priority services such as flood and incident management.
In this role, you will have full ownership and autonomy
for the day-to-day operation of assigned services. You will act as the primary point of contact for business customers, maintaining strong relationships to ensure services are delivered effectively and meet agreed service level agreements (SLAs).
Operating at both tactical and operational levels, you will monitor and report on service performance and quality, proactively identifying areas for improvement. Working closely with business stakeholders, you'll help shape future demand and define new service requirements, ensuring DDaT services continue to evolve in line with organisational needs.
This is a key opportunity for a service management professional who is customer-focused, solutions-driven, and committed to delivering high-quality digital services that support the vital work of Natural Resources Wales
As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance.
For informal enquiries, please contact Sarah Griffith at [email protected]
Interviews will be held on Microsoft Teams.
Successful applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check. Appointments are normally made within 4 to 8 weeks of the closing date.
About Us
There's never been a more important time to join NRW (Natural Resources Wales) to make a real difference to the future of Wales' people and nature. We are focussed on making our services better and simpler for citizens, business and stakeholders of Wales.
Established in 2013, NRW adopted a cloud first model without legacy technologies or migrations. Separated into sub-teams, we develop, manage and support a large Azure multi-region deployment supporting life preserving services for the nation 24x7. With over 100 web applications, associated databases and API's, real-time environmental modelling, public alerting and reporting and IOT data collection of over 650 remote locations - interesting and exciting work with purpose is never far away.
Our ambition is to grow more talent in data, digital and technology in Wales over the coming years. To do that, we are collaborating with specialist design and development partners to enhance capacity and skills for the coming years. By creating blended teams of people from our own teams in NRW, and our delivery partners - we work collaboratively to shared goals and outcomes that deliver for the nation of Wales aligned to NRWs Digital and Corporate Strategy
What you will do
The Post Holder Will
In your application and interview you will be asked to demonstrate the following skills and experience using the STAR method .
Benefits
This role will offer a range of benefits, including:
Please keep reading
We're passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equality of opportunity irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
We are committed to equal opportunities and we guarantee interviews for candidates with disabilities who meet the minimum selection criteria.
We want to attract and retain talented and highly skilled staff, so we make sure that our pay scales remain competitive. We advertise the full pay scale on our job descriptions. Appointed candidates start at the first point of the pay scale and annual increments are paid each year.
We want our staff to grow professionally and personally. From leadership development to access to further and higher education courses, our staff have opportunities to expand their knowledge on variety of topics, stay current in their field and continue to learn as their career progresses.
We are a Bilingual organisation which complies with the Welsh Language Standards . Welsh language skills are considered an asset to NRW, and we encourage and support staff to learn, develop and use their Welsh language skills.
Starting salary: £45,367 rising to £50,877 per annum through annual increments being paid each year (pro rata for part time applicants)
Contract type: Permanent
Work pattern: Full time, 37 hours per week (Part time, annualised hours, compressed hours or term time working considered - discussions at interview stage welcome)
Interview Date: 26/09/2025
Post number: 201816 TTJ
The role
We are looking for a confident and capable Service Manager to join our Service Management team within our Digital Data and Technology (DDaT) department. This is a key role, responsible for the management and performance of several DDaT services, including business-critical and high-priority services such as flood and incident management.
In this role, you will have full ownership and autonomy
for the day-to-day operation of assigned services. You will act as the primary point of contact for business customers, maintaining strong relationships to ensure services are delivered effectively and meet agreed service level agreements (SLAs).
Operating at both tactical and operational levels, you will monitor and report on service performance and quality, proactively identifying areas for improvement. Working closely with business stakeholders, you'll help shape future demand and define new service requirements, ensuring DDaT services continue to evolve in line with organisational needs.
This is a key opportunity for a service management professional who is customer-focused, solutions-driven, and committed to delivering high-quality digital services that support the vital work of Natural Resources Wales
As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance.
For informal enquiries, please contact Sarah Griffith at [email protected]
Interviews will be held on Microsoft Teams.
Successful applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check. Appointments are normally made within 4 to 8 weeks of the closing date.
About Us
There's never been a more important time to join NRW (Natural Resources Wales) to make a real difference to the future of Wales' people and nature. We are focussed on making our services better and simpler for citizens, business and stakeholders of Wales.
Established in 2013, NRW adopted a cloud first model without legacy technologies or migrations. Separated into sub-teams, we develop, manage and support a large Azure multi-region deployment supporting life preserving services for the nation 24x7. With over 100 web applications, associated databases and API's, real-time environmental modelling, public alerting and reporting and IOT data collection of over 650 remote locations - interesting and exciting work with purpose is never far away.
Our ambition is to grow more talent in data, digital and technology in Wales over the coming years. To do that, we are collaborating with specialist design and development partners to enhance capacity and skills for the coming years. By creating blended teams of people from our own teams in NRW, and our delivery partners - we work collaboratively to shared goals and outcomes that deliver for the nation of Wales aligned to NRWs Digital and Corporate Strategy
What you will do
The Post Holder Will
- Be responsible for end to end delivery of a large and complex portfolio of DDaT services within the technology service catalogue to NRW business customers.
- Oversight of operational services to DDaT customers, to the levels agreed in SLAs, ensuring services deliver value to the business.
- Oversee and maintain the business relationships for allocated business areas of NRW.
- Be responsible for the development and management of creative and valued Service Reviews with the customers including business leads.
- Have oversight of all communication of DDaT initiatives and changes to service to the customer.
- Lead on the communication of customer changes in demand or requirements to DDaT management.
- Be responsible for the operational and tactical management of the allocated DDaT services to business customers and service owners.
- Oversee and produce detailed management information on DDaT services to business customers
- Work with the business customer and DDaT teams, to improve services through integration, transparency and utilisation of the CSI initiatives.
- Play an important part in the development and delivery of the DDaT strategy.
- Undertake health and safety duties and responsibilities appropriate to the post
- Be committed to Natural Resources Wales Equal Opportunities and Diversity Policy , together with an understanding of how it operates within the responsibilities of the post
- Be committed to your own development through the effective use of your personal development plan (known as Sgwrs).
- Any other reasonable duties requested commensurate with the grade of this role.
In your application and interview you will be asked to demonstrate the following skills and experience using the STAR method .
- IT degree or equivalent experience. ITIL Foundation mandatory with extensive (three years) service management experience
- Extensive business experience and ability to build and maintain complex relationships. Experience of managing in a matrix management environment.
- Able and willing to communicate at all levels of business and DDaT.
- Able to develop and maintain business relationships.
- Able to identify risks and issues and manage or escalate appropriately.
- Able to represent DDaT strategies and initiatives coherently and confidently.
- Essential: Level A1 - Entry level (able to use and understand simple, basic phrases and greetings, no conversational Welsh)
Benefits
This role will offer a range of benefits, including:
- Civil Service Pension Scheme offering employer contributions of 28.97% (successful internal staff will remain in their current pension scheme)
- 28 days annual leave, rising to 33 days
- generous leave entitlements for all your life needs
- commitment to professional development
- health and wellbeing benefits and support
- weekly wellbeing hour to use as you choose
Please keep reading
We're passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equality of opportunity irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
We are committed to equal opportunities and we guarantee interviews for candidates with disabilities who meet the minimum selection criteria.
We want to attract and retain talented and highly skilled staff, so we make sure that our pay scales remain competitive. We advertise the full pay scale on our job descriptions. Appointed candidates start at the first point of the pay scale and annual increments are paid each year.
We want our staff to grow professionally and personally. From leadership development to access to further and higher education courses, our staff have opportunities to expand their knowledge on variety of topics, stay current in their field and continue to learn as their career progresses.
We are a Bilingual organisation which complies with the Welsh Language Standards . Welsh language skills are considered an asset to NRW, and we encourage and support staff to learn, develop and use their Welsh language skills.
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