IT Service Management Professionals Ref. 1976

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Technology Roles
Cheltenham, London

GCHQ, the longest standing code-breaking intelligence agency in the UK, is offering you an exciting opportunity to join our organisation within our IT Service Management Teams in London and Cheltenham.


As one of Britain’s Intelligence agencies, we unlock the complex world of communications to keep our nation safe. We work closely with MI5 and MI6, our partners in the intelligence community, to safeguard Britain’s people, interests and businesses from various threats. Think cyber-attacks, espionage, terrorism, and organised crime. It’s challenging, varied and meaningful work that you simply won’t find anywhere else.


Our IT Service Management Teams at GCHQ works across the IT Lifecycle, from design and delivery to continued improvements. We enable efficient, affordable and innovative IT services needed to meet the demands and pace of the full suite of missions across the intelligence agencies.

There are a variety of roles available covering the whole of our IT Lifecycle including:

• Change, Release, Problem and Incident Analyst
• Hardware and Software Asset Management and Configuration
• Lifecycle Management
• Service Design and Transition

Key responsibilities:

• Build a good customer relationship with end users and deliver excellent customer service;
• Handle IT incidents and service requests within agreed SLAs (Service Level Agreements).  Identify & escalate major incidents up the IT Services Management chain to ensure the Major Incident process is employed.
• Liaise regularly with other IT support teams, including partners in other UK intelligence community agencies; to ensure they are up to date and informed;
• Contribute to the overall development and improvement of the processes you are driving, or other processes that you interface with;
• Support a wide variety of customers, developers and partners;
• Use ITIL knowledge and experience to support and mentor junior staff
• Look for ways to exploit technology and industry research to make our services more efficient, for example use of automation

Whilst these roles are challenging, our flexible working policy ensures a healthy work-life balance. Wherever possible, we try to accommodate reduced hours or job share options, and balance these with our business needs.

We have opportunities in London and Cheltenham.

You’ll start with 25 days’ annual leave (plus public holidays) and access to a number of benefits and networks.


We’re looking for flexible and committed individuals from all backgrounds with a genuine interest in working in an IT environment. At times this will be a high-pressure environment so you should be good at prioritising and able to remain focussed under challenging circumstances.

Applicants should be customer-focussed with strong interpersonal and team working skills to enable them to engage with support providers (internal and external), suppliers and customers across the organisation. Our goal is to ensure that the IT systems and applications our missions rely on are functional, fit for purpose and efficient.

Along with a passion for technology, you will have a willingness to learn and solve problems. Knowledge or experience of Information Technology Infrastructure Library (ITIL) and/or Service Delivery Management processes is an essential requirement for this role. A full training programme will be provided to enable you, in your role, to provide support to our major IT systems as well as providing you with the basic knowledge and skills with which to build a career within GCHQ.

We are seeking enthusiastic and motivated individuals who are keen to learn new skills.  A consummate communicator you’ll expertly share knowledge and insight, with a range of customers and be comfortable working in small to medium-sized teams.

If you’re excited about working with us and think you have some of what we’re looking for but aren’t sure if you’re 100% there yet… rule yourself in and give it a go!


At GCHQ we’re proud of our inclusive and supportive working environment that’s designed to encourage open minds and attitudes. As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential. With comprehensive training and development opportunities, tailored to your needs and the requirements of your work, we’ll enable you to flourish in your role and perform to the very best of your abilities.


London £34,304 pro rata (includes £5,500 London Pay Addition and concessionary pay).

Cheltenham £28,804 pro rata (includes concessionary pay).



Cheltenham (located within an hour’s journey of Birmingham and Bristol)


To apply for this position, you must meet our nationality, residency and security requirements.  You’ll find more details here.

As users of the disability confident scheme, we also guarantee to interview all disabled candidates who meet the minimum criteria for our roles.

You can familiarise yourself with the general competencies we use to assess the aptitude of candidates here.

Be prepared to dedicate 60-90 minutes to completing your application. We’re conscious this might be more time than you expected, so our system will allow you to save your application at any time and come back to it later. But remember to submit your full application before the closing date.

Once we’ve established that you meet our eligibility criteria, the next steps of this selection process are:

- Business Sift
- Face to face interview*
- Drug test

*Interviews will be held in both London and Cheltenham/Gloucester

If you successfully complete these stages, you’ll receive a job offer, conditional upon you completing our Developed Vetting (DV) process which enables you to obtain the level of security clearance required to perform this vital role.

This Program / Vacancy is closed to applications.