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As the Senior IT Service Manager for One Login, you will provide the strategic leadership, vision and direction needed to build an industry leading service management capability that operates effectively at national scale. Reporting to the Head of Live Services for One Login, you will be accountable for shaping how government services experience, adopt and rely on One Login, ensuring that service quality, resilience and user experience remain consistently high across a diverse and rapidly expanding ecosystem. You will lead the development of a coherent, future focused service management strategy that supports One Login’s long-term ambitions and the needs of the wider government landscape. This includes defining or refining the operating model, governance structures, assurance frameworks and performance measures that will underpin a mature, scalable and data driven service management function. You will ensure that the differing technical, operational and support requirements of relying parties are understood, prioritised and translated into clear service outcomes, enabling each service to onboard, operate and evolve with confidence. Your role will involve close partnership with senior leaders and staff across Product, Architecture, Service Transition, Operational Support, Data and Security teams. You will act as a voice for service excellence, ensuring that service considerations are embedded into decision making, delivery planning and change processes across the One Login service. You will also represent One Login at cross government forums where necessary, shaping expectations, influencing direction and ensuring alignment with broader digital and identity strategies. As a senior leader for the service management function within One Login, you will shape and develop IT Service Managers, Service Relationship Managers and other service capability teams. You will foster a culture of accountability, continuous improvement and customer-centricity, ensuring that teams are empowered, skilled and supported to deliver high quality services. You will champion best practice, drive standardisation and ensure that service management evolves in line with industry standards, emerging technologies and the needs of government. Ultimately, you will play a pivotal role in ensuring that One Login delivers a reliable, secure and seamless experience for millions of users and hundreds of government services, now and in the future. As a Senior IT Service Manager you’ll be: accountable for the end-to-end strategic service experience for all relying parties, ensuring that government services adopting One Login receive a consistent, high quality and resilient service that meets their operational, technical and security needs at national scale. building and maintaining relationships across government, acting as the primary strategic partner for Relying Party leadership teams. You will ensure their priorities, risks and future needs are understood, anticipated and reflected in service planning, investment decisions and roadmap development. shaping and governing the relying party lifecycle, identifying structural gaps, systemic issues and opportunities for improvement across onboarding, transition, live service and ongoing optimisation. You will drive the evolution of these processes from a service perspective to ensure they are efficient, scalable and aligned to One Login’s long-term ambitions. leading continuous improvement across the entire service ecosystem, using data, insight and user feedback to enhance service performance, simplify interactions, reduce friction and improve the overall experience for relying parties. setting direction and standards for Business Continuity and Disaster Recovery plan, aligning with industry standards, mapping approach, templates and setting approach for ongoing improvements through testing and lessons learned exercises. acting as the senior point of escalation for critical service issues, ensuring that major incidents, risks and cross government challenges are managed effectively. You will provide authoritative input into governance boards, service forums and strategic decision making groups. overseeing and sponsoring service reviews, audits, incident investigations and improvement programmes, ensuring that lessons are embedded, systemic issues are addressed and service maturity continues to advance. driving the evolution of the One Login service management model, working closely with Product, Architecture, Service Transition, Operational Support, Data and Security to ensure service management is embedded into design, delivery and operational practices across the organisation. providing leadership, direction and development to IT Service Managers, Service Relationship Managers and other service capability teams, ensuring they are empowered, skilled and aligned to a shared vision of service excellence.