IT Service Manager

Job Introduction

We’re looking for an exceptional IT Service Manager to help us make a difference to our planet. 

As our IT Service Manager, the job may be suitable for hybrid working, which is where an employee works part of the week in the office and part of the week from home. This is a voluntary, non-contractual arrangement and the location advertised will be your contractual place of work. 

Our opportunity is full time, 37 hours per week, based in Exeter HQ. 

World changing work 

From science to technology, from meteorology to management, and from planning to communication, our expertise helps us stand out as the authority on weather accuracy and climate prediction. We help individuals, industries and government to make better decisions to stay safe and thrive. This is the Met Office. This is who we are. 

• We’re a force for good - focusing on our environmental and social impact
• We’re experts by nature - always learning and developing to do things better
• We live and breathe it - putting our purpose at the heart of decision-making
• We’re better together - understanding partnerships and inclusivity make us greater
• We keep evolving - pushing boundaries to make tomorrow better for our customers

Your world of expertise 

Joining our IT Service Management Team, you will enable our service delivery and improvements whilst driving adherence to our processes. You will be responsible for managing and co-ordinating tasks and actioning tickets working them through to completion. You will be involved with wider IT Service Management activities and will work with service delivery managers, account managers and our IT support teams to ensure delivery of a world class customer service.

Your key duties: 

To manage tasking of customer requests for Services including:

• Driving adherence to data quality for incoming requests Into the ITSM team, such as CSDs & Service requests to ensure that they include all required information and rejecting those that don’t meet the data quality requirements. 
• Updating data repositories to ensure accurate customer and service records are captured in ServiceNow.
• Where appropriate, facilitate further tasks, requests and changes to enable fulfilment of these requests.
• Liaise with colleagues across the organisation to update them on the progress of the services.
• Working across IT Service Management to identify and improve the processes, procedures and user experience through automation, simplification, and documentation.

Why join us 

Our work is life-changing, often life-saving and always life-enhancing. The Met Office is Great Place to Work UK certified. We are also featured on their ‘Best Workplaces in Tech’ 2023 and 2024 lists, as well as their ’54 Best Workplaces for Women’ 2023 list.

As our IT Service Manager, your total reward package will be up to £47,606 annually, which includes: 

• £33,794 base pay
• An outstanding Civil Service pension, with an average employer contribution of 28.97%
• Annual Leave starting at 27.5 days (plus Bank Holidays) rising to 32.5 days (plus Bank Holidays) after 5 years and option to buy or sell up to 5 days per year of annual leave

Essential Criteria, skills and experience: 

1. Knowledge of IT Service Management (ITSM) Processes: Understanding of ITSM principles, including service operations, change requests, tasks, and incident management, with a particular focus on improving process adherence and user experience. (We’re experts by nature)
2. Data Quality and Management: Ability to ensure the quality and accuracy of data in ITSM repositories, including validating customer and service records and addressing discrepancies effectively.
3. Collaboration and Communication Skills: Strong interpersonal and communication skills, with experience in liaising across teams such as Service Desk, Service Delivery, Account Management, and technical support to ensure smooth service delivery. (We’re better together)
4. Problem-Solving and Analytical Skills: Ability to analyse data, triage tickets, and manage customer service requests effectively, ensuring timely resolution and adherence to required standards. (We keep evolving)
5. Organisational and Coordination Skills: Experience in managing and coordinating tasks, orders, and service operations activities to ensure timely and accurate delivery of IT services.
6. Understanding of the types of Services and products offered to customers by the Met Office and the channels these are issued through.

How to apply 

If you share our values, we’d love to hear from you! Click apply to begin your application. Please complete your career history and provide evidence against each of the essential criteria in the supporting statement questionnaire. We recommend candidates use the CARL method (Context, Action, Result and Learning) for presenting evidence of experience and skills. 

Closing date 08/01/2025 at 23:59 with first stage interviews commencing from 20/01/2025. You will hear from us once the closing date has passed. 

How we can help 

If you have any questions or would like to discuss this opportunity further, please contact us at careers@metoffice.gov.uk.  

If you’re considering applying and need support to do so, please get in touch. You can request adjustments either within your application or by contacting us. Should you be offered an interview, please be aware there may be a selection exercise which could include a presentation, written test or a scenario-based activity. You can select in your application to be considered under the Disability Confident Scheme. To be invited to interview/assessment under this scheme, your application must meet the essential criteria for the role.  

We understand that great minds don’t always think alike and as an equal opportunities employer we welcome applications from those with all protected characteristics. We recruit on merit, fairness, and open competition in line with the Civil Service Code. 

We can only accept applications from those eligible to live and work in the UK - please refer to GOV.UK for information. We require Security clearance, for which you need to have resided in the UK for at least 3 of the last 5 years to be eligible. You will need to achieve full security clearance within your first 6 months with us.