Overview
Do you thrive in high-pressure environments where your decisions keep critical services running? Can you lead service management with confidence, clarity, and a focus on continuous improvement?
Join DWP Digital as an IT Service Manager in our Live Service team! This is a pivotal role where your expertise ensures that essential digital services are available, stable, and performing to specification for millions of users across the UK.
Responsibilities
* Manage live support for key applications, applying ITIL-based service management principles to monitor performance, resolve incidents, and drive service excellence.
* Work closely with technical teams and operational colleagues, translating complex technical issues into clear, actionable insights for non-technical stakeholders — and vice versa.
* Enable frontline agents to deliver accurate benefit payments to citizens by ensuring services are dependable and responsive.
* Collaborate across a wide stakeholder network to identify faults, implement fixes, and champion improvements that make a real difference.
* Take ownership of live service delivery in a fast-paced, mission-critical environment.
* In Retirement, Bereavement and Care, focus on managing the Service Availability of our Applications to ensure that Agents can process Benefit Claims, and customers receive the correct Benefit Payments without delay or interruption.
* Support a wide range of benefit payment services/systems, assisting Agents and acting as their voice in Digital.
* Build excellent professional relationships with stakeholders across DWP and externally, including Agents, Service Delivery Teams, Technical Support and Development Teams, Other Government Departments and External Suppliers.
* Manage issues by undertaking a range of Service Management activities, including monitoring and reporting on the Product/Service, Incident/Ticket and Problem Management, and addressing end-user needs.
* Ensure Change is managed in accordance with appropriate governance, and explore opportunities for Continual Improvement by optimising current processes and technology.
Qualifications
* Experience applying ITIL-based service management principles in live service environments.
* Strong ability to monitor performance, resolve incidents, and drive service excellence.
* Ability to translate technical issues for non-technical stakeholders and vice versa.
* Experience collaborating with a wide range of stakeholders including Agents, Service Delivery Teams, Technical Support and Development Teams, and external partners.
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