Service Management Lead

The closing date for applications is 11.59pm 7 Jan 2026 . First stage interviews over MS Teams will take place between January 2026. Second stage interviews will take place at our offices in Victoria on Wednesday 28 and Friday 30 January.

What are the main responsibilities of this role?

•Manage partners/suppliers to assure service continuity and supplier performance in terms of technical quality and performance metrics.
•Responsible for EUC service delivery, ensuring availability, performance, and compliance.
•Produce Statements of work for Suppliers to deliver to and manage delivery, assure success and technical quality of the work delivered.
•Lead endpoint strategy, lifecycle planning, and BIOS/driver governance.
•Manage Intune migration and endpoint refresh programmes.
•Oversee AV device management (Surface Hubs, Cisco, Neat Boards).
•Collaborate with InfoSec on endpoint security to ensure EUC estate is compliant.
•Drive automation, standardisation, and proactive monitoring.
•Act as escalation point for EUC-related incidents and problems.
•Maintain structured documentation, SOPs, and CMDB accuracy.

How does this align to the Government Digital Service DDaT Roles?
This position aligns with the Digital, Data and Technology (DDaT) profession role of IT Service Manager within the Government Digital Service framework. While this serves as a reference point for capability and expectations, the responsibilities of this role extend beyond the standard DDaT definition. For further details, please refer to the official DDaT role description: IT Service Manager DDaT Capability Framework.

Relationships:
Reporting to: Head of Service Management
Relationships: Part of a 3-person team alongside the Service Management Lead working under the Head of Service Management, which in turn works alongside the Infrastructure Operations team under the Head of Digital Operations.
Internal: Working with all teams across Digital Services and Information Security (InfoSec).
External: Multiple third-party support vendors.
Resources Managed: None

Security Clearance:
NAO DS Operators at this level must be SC cleared as part of the onboarding process.

Responsibilities:
Organisational Admin & Management
•Maintain structured documentation and SOPs for EUC services.
•Support internal communications and cross-team knowledge sharing.
•Contribute to CMDB accuracy and asset lifecycle governance.
•Participate in team engagement and improvement workshops.
•Lead and assurance of onboarding new devices and services.
•Represent EUC operations in governance forums.

Service Delivery
•Ensure availability, performance, and SLA compliance across EUC platforms including supplier performance management.
•Responsible for MDM tooling and endpoint refresh programmes.
•Administer Windows Operating System, Office 365, and third-party applications.
•Lead Video Conferencing/Audio-visual device management (Surface Hubs, Cisco, Neat, etc.) including peripherals and managing supplier who supports and develops.
•Maintain accurate configuration and asset data in ITSM Tools.
•Lead on service validation and testing for new deployments.
•Manage vendors and suppliers to ensure service continuity and upgrades.
•Monitor endpoint performance and identify improvement opportunities.
•Manage patching, backup, and DR readiness for endpoint platforms.
•Lead onboarding of EUC services into operational support.

Strategic
•Lead endpoint strategy, BIOS/driver/firmware governance, and app lifecycle planning.
•Produce technology roadmaps to ensure architecture decisions for all EUC and AV services are fit for purpose.
•Write Statements of work, engaging in supplier workshops to determine solutions where necessary.
•Contribute to service catalogue evolution and governance frameworks.
•Recommend tooling improvements and automation opportunities.
•Provide input into training needs and capability uplift.
•Liaise with senior stakeholders on EUC priorities.
•Develop metrics and dashboards for EUC performance and risk.
•Advocate for cost-effective and scalable endpoint solutions.

Support
•Act as escalation point for EUC-related incidents and problems.
•Conduct root cause analysis and manage known error records.
•Provide mentoring and guidance on structured troubleshooting.
•Support resolution of ad hoc technical issues with a strategic approach.
•Deliver remote support to Newcastle office and mobile users.
•Collaborate with Problem Management Lead to remediate recurring issues.
•Collaborate with Service Delivery Manager on queue management to ensure incidents are resolved within SLA/KPIs

Security & Risk
•Implement endpoint security controls and compliance policies.
•Collaborate with InfoSec on vulnerability remediation and access governance.
•Support change governance and compliance processes; provide evidence for GRC audits and align to industry certifications where applicable (including, but not limited to ISO 27001 & CE+).
•Track and report on endpoint-related risk metrics and posture improvements.
Development
•Contribute to automation scripts and tooling enhancements.
•Participate in pilots for new endpoint technologies and service improvements.

Emergency Capacity
•Provide capacity for major and urgent incidents.
Working Environment & Requirements
•You'll work on an agreed support rota to ensure coverage from 08 00, with core hours of 09 00, Monday to Friday, on-site in Victoria, London. Occasional attendance will be required at our Newcastle office with expenses paid for travel and accommodation.
Due to the nature of the role, occasional (paid) weekend work as required, and Time-Off-In-Lieu offered for out-of-hours work during Mon-Fri.

Key skills/competencies required
Skills & Experience
Leadership & Governance
• Ability to govern EUC services, designing standards that ensure compliance aligned to strategic objectives.
• Skilled in managing vendor relationships for endpoint and AV solutions, including SLA/OLA compliance and performance reviews.
ITIL & Service Management Expertise
• Strong command of ITIL practices: Change, Release, Problem, Knowledge, Configuration.
• Collaborative, structured, and improvement-focused mindset.
• Familiarity with SIAM and multi-supplier governance frameworks.
Technical & Tooling Knowledge
• Proven experience managing Windows Operating Systems, SCCM, Intune, Entra ID, and mobile platforms (iOS, Android).
• Strong understanding of Windows as a Service (WaaS) and experience of managing patching, and endpoint lifecycle.
• Familiarity with AV technologies (Surface Hubs, Cisco Desk Pros, Neat Boards).
• Experience with MDM policy design and administration.
• Skilled in PowerShell scripting and automation.
Communication & Stakeholder Engagement
• Strong communicator across technical and non-technical audiences.
• Able to produce SOPs, runbooks, and user-facing guides.
• Experience engaging suppliers, InfoSec, and project delivery teams.
Desirable Certifications
• ITIL 4 Foundation.
• ITIL 4 Specialist: Monitor, Support & Fulfil (desirable).
• PRINCE2 / AgilePM or equivalent delivery discipline (desirable).
• Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Key Behaviours
• Work in accordance with the NAO s values and champion our diversity and inclusion strategy.
• Demonstrate a strong commitment to their own self-development, to delivering the NAO s strategic objectives, and keep themselves up to date on office initiatives and information relevant to their work and specialism.
• Use their knowledge and expertise to deliver high-quality work that supports their team objectives and contributes to organisational priorities.
• Influence and add value by building their understanding and insight into the challenges and perspectives of stakeholders.
• Look for innovative solutions for how we approach work and make suggestions for new ways for how we could deliver work and continuously improve our business processes to make them more efficient and effective.
• Demonstrate an ability to balance tasks and priorities to lead a complex, challenging work package, including supporting the work of others.
• Enable the NAO to lead by example in the delivery of high-quality, efficient business practices and support their teams to do so.
• Comply with corporate responsibilities and support others to do so.
• Take ownership of delivering high-quality work to time and quality standards.
• Proactively look for ways we can improve our ways of working and make suggestions for how these could be implemented.
• Engage confidently with colleagues and clients at all levels to support the delivery of work and build good relationships with key stakeholders.
• Work flexibly to contribute to a range of topics and outputs and take ownership of driving work forward and responding to challenges.