Digital Services Supplier Manager

Do you have experience in IT service management?

Are you a strong leader who can set direction, drive performance and build capability?

Do you enjoy working collaboratively with different business areas?

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

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 and 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 DVLA - Driver and Vehicle Licensing Agency – Civil Service Careers.

As a Digital Services Supplier Manager, you will perform a critical leadership role for the Agency, ensuring the effective management and governance of the suppliers and partner organisations that underpin DVLA's digital services. This includes both commercial suppliers and organisations providing services through data-sharing arrangements.

Leading a small team, you will ensure that supplier-delivered services meet business and customer needs through effective service management, performance monitoring and continual improvement. You will work closely with a wide range of stakeholders across DVLA, including other IT Service Managers, Business Service Owners, Product Owners, Architects, Delivery teams and Commercial colleagues, to ensure supplier services remain resilient, efficient and aligned to organisational priorities.

The role offers the opportunity to influence strategic supplier relationships, support major change and transformation activity.

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

• Lead, mentor and manage the Digital Services Supplier Management team, ensuring that both the team itself and the suppliers it manages adopt a customer‑centric support approach, focused on availability and performance of dependent DVLA services. This includes ensuring performance against all appropriate ITSM functions, such as listed below, aligned to industry best practice standards / frameworks:
• Service Transition
• Change Enablement
• Capacity and Performance Management
• Monitoring and Event Management
• Service Configuration Management
• Service Continuity Management
• Service Measurement and Reporting
• SSL/TLS Certificate Management
• Ensure that all service and support functions being provided by suppliers remain responsive to DVLA’s customer needs. Hold service review meetings with suppliers as appropriate to measure performance, alongside day‑to‑day engagement to ensure effective performance against requirements.
• Ensure that all technical change is communicated and managed, with appropriate governance. This includes change performed by suppliers as well as that performed by DVLA which has a bearing on the services provided by suppliers.
• As part of Service Architecture and Transition, engage closely with projects and major change activity involving new digital service suppliers – or changes to arrangements with existing ones – to ensure all requirements are met for the effective transitioning into live status and ongoing operational management.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

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.