We are looking for a Senior IT Service Manager to join our digital payments team, as we transform DWP using the power of technology. You will play a pivotal role in implementing and evolving our service management strategy across platforms and products which power payments to millions of people. Our DWP Digital teams use fresh ideas and leading-edge tech 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. DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people. The scale of what we do is extraordinary, the problems we have to solve are rich and complex, and our purpose is unique. We'd love you to join us.
This is a Live Service role. As a Senior IT Service Manager, you will be responsible for ensuring the implementation of the support strategy for Service Management across platforms, multiple channels, or a portfolio of Products/Services to ensure quality, availability, performance, and process maturity, ensuring alignment with Business outcomes. You will work in cross-team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service while meeting customer expectations. You will ensure high standards of availability, performance, and process maturity, always aligned with business outcomes. You will remove blockers, foster a culture of learning and transparency, and empower multidisciplinary teams to thrive. You will be hands-on in managing services within Digital Payment Services, while also supporting the onboarding of emerging payment applications. From Private Beta through to Live, you will ensure robust service management is in place throughout the lifecycle.
* Ability to identify, understand, and implement payment contingencies where necessary.
* Extensive knowledge and proven track record of understanding and managing enterprise-level Digital Products and Critical Services in a live environment.
* Strong working knowledge, capability, and practical experience of the service lifecycle for technologies and solutions in a large-scale IT environment.
* Demonstrable experience of Service Management Framework, e.g., ITIL.
* Working knowledge and a clear understanding of service management within a UK payments landscape, including BACS and Faster Payment journeys.
Paying £55,557, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work-life balance.
Hybrid Working: We work a hybrid model — you'll spend some time working at home and some collaborating face-to-face in a hub.
Pay: We offer pay of £55,557.
Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, up to £16,094 per year.
Holidays: A generous leave package starting at 26 days and rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time, plus all the usual public holidays. Our broad benefits package includes:
* An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)
* Flexible working including flexible hours and policies
* Time off volunteering and charitable giving
* Bring your authentic self to work with 'I Can Be Me in DWP'
* Discounts and savings on shopping, fun days out, and more
* Interest-free loans for bikes or season tickets
* Sports and social activities
* Professional development, coaching, mentoring, and career progression opportunities
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