Service Management Reporting Manager

The IT Service Reporting Manager within DfE plays a critical role in ensuring transparency, accountability, and continuous improvement in IT service delivery through effective reporting and analysis. This position requires a combination of technical expertise, analytical skills, and stakeholder management capabilities to drive meaningful insights and facilitate data-driven decision-making within the organisation.
As the Reporting Manager you will be responsible for ensuring all required Service Reporting packs relating to DfE’s IT and business services are provided in an effective and efficient manner, using technologies such as ServiceNow, Excel, Power BI and leveraging ITIL best practices.
You will be part of the IT Service Management & Assurance function within IT Technology Operations delivering service reporting capability on all DfE’s IT Services.
You will be working closely with the Service Delivery team within Technology Operations, and ensure all agreed reports are produced in a timely manner.
You will oversee work management responsibilities of the Service Management Analysts and ensure they are able to carry out all routine reporting duties effectively, to support DfE’s business priorities., + Design and create IT service reports, dashboards, and scorecards using appropriate reporting tools and platforms.
+ Ensure the Service Reporting Function is fully documented and continually maintained.
+ Ensure the accuracy, completeness, and integrity of IT service data through regular data validation and quality assurance processes.
+ Drive continuous improvement initiatives based on analysis of IT service metrics and feedback from stakeholders which is repeatable across all DfE IT Services.
+ Drive the use of cost-effective automation to support all Service Reporting, with particular emphasis on exploitation of the ITSM Toolset.
+ Monitor SLA compliance and KPI metrics against established targets, providing regular updates and reports to stakeholders.
+ Participate in cross-functional projects and initiatives aimed at enhancing IT service reporting capabilities and maturity., At interview you will be asked questions to assess your experience in line with the essential criteria listed above.
At interview you will be asked questions around the behaviours Changing and Improving, Managing a Quality Service, Communicating and Influencing and Making Effective Decisions.
Sift and interview dates to be confirmed.
Other Information
In your application, please don’t include personal information that identifies you.
This means we can recruit based on your knowledge and skills, and not background, gender or ethnicity - it's called name blind recruitment (opens in a new window).
Please ensure that you remove from your application, all references to your:
+ name/title
+ educational institutions
+ age
+ gender
+ email address
+ postal address
+ phone number
+ nationality/immigration status
We understand that you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, and original and doesn’t include ideas or work that isn’t your own. This is so that your application is authentically and credibly your own.
We reserve the right to raise the minimum pass mark in the event of a high volume or strong field of candidates.
Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.
The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.
If successful and transferring from another Government Department a criminal record check maybe carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Department of Education of your intention by emailing Pre-Employment.Checks.DFE@education.gov.uk stating the job reference number in the subject heading.
Department for Education do not cover the cost of travel to your interview/assessment unless otherwise stated.
A reserve list may be held for a period of 6 months from which further appointments can be made.
Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.
New entrants are expected to join on the minimum of the pay band.
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.
Terms and conditions of candidates transferring from ALBs and NDPBs
Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.
Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.
Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.
Reasonable adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should:
Contact Department of Education via centralrecruitment.operations@education.gov.uk soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Please refer to the attached ‘Reasonable Adjustments Guide 2024 – accessible version’ at the bottom of the advert, for further information.
Childcare Vouchers
Any move to Department for Education (DfE) will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a 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 the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Supporting DfE’s wider technology strategy, it is essential that you have the following:
+ Experience in IT service management reporting, analytics, or related roles.
+ Proficient in using reporting tools and platforms such as ServiceNow, Excel, Microsoft Power BI, or similar. Candidates should be able to design, create, automate, and customize reports, dashboards, and scorecards to meet the organisation's reporting requirements.
+ Excellent communication and presentation skills are required for conveying technical information to non-technical audiences, as well as for collaborating with stakeholders at various levels of the organisation.
+ Strong analytical skills are necessary for analysing data sets, identifying trends, patterns, and anomalies, and providing actionable insights from service data.
Desirable Criteria:
+ Minimum of ITIL V3 at foundation level.
+ Experience of working within an ITIL based Service Management framework.
+ Worked in a DevOps/Agile, delivery focused environment.
+ Ability to identify and explore opportunities for Service Reporting improvement.
Desirable criteria will only be assessed at interview, in the event of a tie break situation, to make an informed decision., + Changing and Improving
+ Managing a Quality Service
+ Communicating and Influencing
+ Making Effective Decisions

Alongside your salary of £33,834, Department for Education contributes £9,801 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.
As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.
You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King’s Birthday privilege holiday and 8 days’ bank and public holidays.
We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours.
Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.
Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.
As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.