IT Service Manager
We are looking for an IT Service Manager to join our community of tech experts in DWP Digital. DWP is the UK’s largest government department, delivering essential payments and support to millions of people. We use fresh ideas and leading‑edge technology to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives.
Responsibilities
* Ensure the digital services that support Retirement, Bereavement and Care benefits are running smoothly.
* Track incidents, manage problems and keep stakeholders updated on status.
* Coordinate incident resolution, working with technical teams, suppliers and service delivery colleagues to restore services quickly.
* Plan, manage and communicate changes to services, ensuring they are delivered with minimal disruption.
* Talk to agents, understand their challenges and advocate their needs in digital discussions.
* Lead continual service improvement initiatives, challenging the status quo and analysing existing processes to identify and implement opportunities for improvement.
Qualifications
* Service Management experience in large-scale IT organisations and use of Service Management Framework processes (e.g., ITIL) to support services.
* Knowledge of IT Service Continuity Management and IT Disaster Recovery testing in large and complex organisations.
* Knowledge of applying Service Management processes to patching and security vulnerability activities.
* Experience working with senior business stakeholders to deliver IT service excellence.
* Experience in process and continual service improvement, including challenging the status quo and analysing existing processes to identify and implement opportunities for improvement.
Benefits and Compensation
Pay: £38,772 per annum
Employer pension contributions of 28.97%, worth over £11,000 per year
Hybrid working model – some time at home and some time in a digital hub
Flexible hours and flex‑friendly policies
Generous leave: 26 days rising to 31 days over time, plus up to 3 extra days off per month on flexitime
Time off for volunteering and charitable giving
Professional development, coaching, mentoring and career progression opportunities
Discounts and savings on shopping, fun days out and more
Interest‑free loans to buy a bike or a season ticket
Location
Choose the digital hub that best suits you: Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield. Hybrid model – spend some time at home and some time in a hub.
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