Length of employment: Job Summary: Health Product Support is accountable for the effective operation of Health and Disability Services and products delivered by the product teams. Senior Service Managers within Live Service Product Support have responsibilities for developing and managing interfaces and dependencies with the product teams to provide input to design processes and effective transition of new and modified products into live service. Senior Service Managers are also responsible for managing specific functional areas with Live Service Product Support. The successful candidate will support the scaling of Personal Independence Payment (PIP) Apply Online, and the Health Assessment Service (HAS), plus the expansion of wider Health Digital Cloud Services. This is an excellent prospect for an individual to work within a dynamic and fast paced environment, and work as part of a wider team to protect and maintain the Live Service for Health applications, develop a robust Level 2 and 3 support structure for PIP Apply and HAS to provision scaling of the applications, and also implement a stable support model for Health Digital applications. The successful candidate will also work closely with the Health Site Reliability Engineer (SRE) team. Job Description: As a Senior Service Manager you are responsible for : Implementing the strategy for service management across platforms, multiple channels, or a portfolio of products/services to ensure availability, performance and process maturity across this landscape. You are responsible for ensuring value and quality is achieved for the end-to-end delivery and support of more than one IT service/product. In addition, you are also responsible for defining and maintaining service level agreements (SLAs) and operational level agreements (OLAs) to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions. Establish and manage a programme of continual service improvements across the wider support team embedding ITIL framework in new /existing services, ensuring these are aligned to quality management, risk management, disaster recovery and security policies and procedures. You own and coordinate analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions. You own stakeholder relationships and make sure that Products and Services are delivering the best value for money and are purchased to meet business requirements and user needs. Participate in Service Design activities and testing to inform new and develop existing service design governance processes. Work with virtual teams to ensure the smooth integration of releases into live support for new or updated products and services. Create, analyse, interpret management reporting to forecast, determine capacity, and trends on demand and quality for products/services. You will have line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation. In addition, you provide On Call support as well as manage teams which carry out service management duties including reporting, problem management, service level agreement (SLA) and operational level agreement (OLA) management. We also have a broad benefits package built around your work-life balance which includes: Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours. Generous annual leave - at least 25 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus 9 days public and privilege leave. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme. Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). Family friendly policies including enhanced maternity and shared parental leave pay after 1 year's continuous service. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more. This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Salary Information New entrants to the Civil Service will join on band minimum. Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary. Existing Civil Servants who gain promotion may move to the bottom of the grade pay scale or 10% increase in salary whichever would be the greater. When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below: ITIL qualified or equivalent experience. Proven management experience in large scale IT Live Service, layered multi-supplier organisations and services. Experience of the successful delivery of strategies to support products and/or services. Demonstrable experience in working with Senior Business Stakeholders to deliver services to meet business needs. Proven experience of leading individuals and teams to deliver IT service excellence. If you would like to learn more about the role, please contact Caicy.Sandford1@dwp.gov.uk. Stage 1: Application Your application will consist of four parts: 1. A Personal Details application form. 2. Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed. 3. Personal statement - up to 1000 words. This statement should be used to provide examples of how you meet the essential criteria outlined in the person specification. 4. Technical statement (up to 250 words). The following question is aligned to the required technical skill of Operational Management. Please describe a time where you've managed a complex Major Incident which involved multiple teams and stakeholders. Please provide detail of how you contributed to the successful recovery of the live service and the key actions and engagement you were driving. The sift panel will use the information in your employment history, personal statement, and technical statement to assess your experience, skills and knowledge. An initial sift will be conducted using the technical statement. Candidates who pass the initial sift will be progressed to a full sift. Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign. Important Information You will be asked to complete your employment history any information that you would customarily share on a CV should therefore be entered onto the application form. Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered. If your employment history, personal statement or technical statement contain any personal details your application will be withdrawn. We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read the DWP AI Candidate Guide to understand how you can make the best use of GenAI while ensuring your application remains authentic and effective. Stage 2: Interview If you're successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed above. Interviews will take place from end of June 2025. Interview dates to be confirmed. Other information: If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. All successful candidates and those placed on reserve will be posted in merit list order by location. Further Information: Find out more about Working for DWP. For Hints and Tips on completing your application visit Applying for jobs at DWP Digital. A reserve list may be held for a period of 6months from which further appointments can be made. All successful candidates and those placed on reserve will be posted in merit list order by location. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Reasonable Adjustment At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs. Complete the "Reasonable Adjustments" 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. For further information on reasonable adjustments, terms and conditions and how we recruit visit the How We Recruit page. Feedback