About the job

Job summary

Can you deliver high-quality IT services, build strong stakeholder relationships, and drive continual service improvement and manage service level agreements?

Do you have the skills and experience to manage service performance, resolve complex issues, and ensure excellent customer outcomes?

Have yousuccessfully managed IT services and supplier-delivered contracts, working collaboratively with stakeholders to drive service performance, deliver measurable improvements, and ensure effective day-to-day service delivery?

If so, we'd love to hear from you!

As a Service Delivery Manager, you will play a key role in ensuring the successful delivery of a portfolio of IT services that support DVSA's operational and strategic objectives. Working closely with customers, stakeholders, suppliers, and colleagues, you will drive service performance, oversee supplier and contract delivery, manage service risks and issues, and champion continual improvement to deliver value, reliability, and excellent customer outcomes.

The Service Delivery Manager works closely with Associate Service Delivery Managers, providing guidance and delegating responsibilities where appropriate. The role also engages regularly with the Head of Technical delivery and Service Management, Senior Service Delivery Managers, and DVSA business stakeholders, Service owners and other stakeholders to ensure the effective delivery and continual improvement of services.

The post holder will manage supplier performance to ensure IT services are delivered in line with agreed service levels, business requirements, and strategic priorities. They will develop effective supplier relationships, monitor service outcomes, and drive continuous improvement to maximise value for money and enhance the customer experience.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King's birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Career

Job description

As a Service Delivery Manager, you will lead the delivery and continual improvement of IT services, ensuring they meet business needs and provide excellent customer outcomes. You will work closely with stakeholders, suppliers, and colleagues to monitor performance, manage risks, issues and escalations, and drive service improvements. Using data and customer insight, you will hold suppliers accountable, maximise value for money, and ensure services remain reliable, efficient, and aligned to strategic priorities.

Your responsibilities will include, but aren't limited to:

• Manage a portfolio of business-critical IT services, ensuring they meet agreed service levels, business requirements, and customer expectations.
• Analyse service performance data to identify trends, service issues, and drive continual improvements that enhance service quality, efficiency, and alignment with user and business needs.
• Build and maintain strong relationships with business stakeholders, users, suppliers, and internal teams, working collaboratively to set and manage service expectations, ensure service issues and concerns are appropriately represented.
• Identify, develop, and implement continual service improvement initiatives to enhance service quality, efficiency, and customer outcomes.
• Support the development and management of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key service management processes.
• Lead the management of service escalations, working collaboratively with stakeholders and suppliers to drive timely resolution, maintain service performance, and ensure positive customer outcomes.
• Provide leadership, coaching, and support to Associate Service Delivery Managers and colleagues, promoting continuous development and high performance.
• Develop, maintain and retire knowledge articles to ensure Service Desk analysts, Service Management, and end users have access to accurate, up-to-date guidance on DVSA services, processes, and procedures. Ensure knowledge content remains relevant, easy to understand, and aligned with business needs, supporting efficient issue resolution, consistent service delivery, and improved user experience.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

Required experience:

To be successful in this role you will need to have the following experience:

• Experience in managing complex, multi-vendor service environments, encompassing both internally managed and externally sourced service provisions.
• Management experience of working in a major business service organisation in either the public or private sector
• Experience with Management in an ITIL and/or Agile environment would be advantageous.

You may hold or be willing to work towards the following qualifications:

• ITIL V4/V5 foundation or above.

Additional Information

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

Occasional travel to other offices may be required, which may involve overnight stays.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is that a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Delivering at Pace
• Managing a Quality Service

Benefits

Alongside your salary of £35,663, Driver and Vehicle Standards Agency contributes£10,331 towards you being a member of the Civil Service Defined Benefit Pension scheme.Find out what benefits a Civil Service Pension provides (opens in a new window).

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King's birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies (opens in a new window).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

How to apply:

Our selection process ensures a comprehensive assessment of each applicant'sskills, and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Sift of CV and personal statement

Stage 2: Interview

You must be successful at each stage to progress to the next stage.

Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

• Experience - you will be asked to provide a CV (unlimited wordcount) and personal statement (1000-word count).
• Please structure your Personal Statement to provide detailed evidence of each of the following:
  1. Service management - Experience in supplier and stakeholder management, overseeing service delivery against agreed Service Level Agreements (SLAs) and operational commitments. Skilled in managing service issues and escalations, holding suppliers accountable for performance outcomes, and using service data and customer insight to identify opportunities for continual service improvement.
  2. Stakeholder Engagement - Develop and maintain effective relationships with business stakeholders, users, suppliers, and internal teams, ensuring collaboration, alignment of expectations, and the successful resolution of service issues and escalations.

Should a large number of applications be received, an initial sift may be conducted using the lead Success Profile element Experience:

1. Service Management - Experience in supplier and stakeholder management, overseeing service delivery against agreed Service Level Agreements (SLAs) and operational commitments. Skilled in managing service issues and escalations, holding suppliers accountable for performance outcomes, and using service data and customer insight to identify opportunities for continual service improvement.

Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

The sift will take place week commencing 21st September 2026

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

Behaviours -

Managing a quality service

Changing and improving

Delivering at Pace

Experience -

• Service performance management and reporting.

Strengths

The interviews will take place week commencing 5th October 2026

This interview will be conducted online via Microsoft Teams. Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site (opens in a new window).

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

Further information on the selection process

We will also hold a12 reserve list for this role, which may lead to potential opportunities beyond the role you applied for.

Should we receive a large number of applications, we may invite a shortlist of the highest performing candidates to interview.This means that some applications that meet the required standard could be placed 'on hold' after the sift and invited to interview if the vacant position(s) remain unfilled.You will be notified if your application is being put 'on hold' once the sift has been completed.

Appointments for this position will be made in order of merit. If you are successful in the selection process but there are no further available posts for the advertised role, you may be contacted to discuss an offer for a lower graded role (with similar experience and responsibility requirements).

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you're deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.

Document Accessibility

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

If you are unsuccessful in the selection process, your application may be considered for a lower graded position if your demonstrated skills and experience meet the requirements of the alternative position. Candidates will be considered in order of merit.

AI Tools and Platforms

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.Please see ourfor more information on appropriate and inappropriate use

If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

• Hate speech or discriminatory behaviour
• Threats or acts of violence
• Illegal activity or substance misuse
• Sexually explicit material
• Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It's not about judging your personality or lifestyle - it's about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail what's being looked at and how your data is handled securely and fairly.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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) (opens in a new window)
• 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

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window)and theCivil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available.You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : digital Recruitment Team
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: [email protected]
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here