Are you ready to help shape the future of payments in the UK?
Can you lead service excellence in one of the most critical digital functions in government?
At DWP Digital, payments are at the heart of everything we do. As the UK’s largest payer, we serve over 22 million citizens—around 34 per cent of the population—and process approximately £280 billion annually, accounting for a third of the UK’s BACS traffic.
We’re embarking on a bold transformation programme to reimagine how we deliver payments, leveraging cutting-edge technologies from the banking and fintech sectors. Our goal? To ensure every person paid by DWP receives the right amount, at the right time, into the right account—every time.
As a Senior IT Service Manager (Live Service), you’ll play a pivotal role in implementing and evolving our service management strategy across platforms and products. You’ll ensure high standards of availability, performance, and process maturity, always aligned to business outcomes. You’ll remove blockers, foster a culture of learning and transparency, and empower multidisciplinary teams to thrive.
You’ll 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’ll ensure robust service management is in place throughout the lifecycle.
As a Senior IT Service Manager (Live Service) you are responsible for ensuring 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 to Business outcomes.
* You will champion cross-team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers.
* Advocate and support use of effective Change Management tools and processes ensuring the team actively engages in Change to ensure minimum disruption to IT services.
* Lead in the definition and design of the support model which includes policies, processes, people and technology in alignment with agreed strategy and Service Management process and policies to meet the needs of the Business.
* Understand and build effective relationships with stakeholders and suppliers. Act as an escalation point for the Products/Services within your portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising.
* Be responsible for ensuring compliance to agreed Service Management processes and procedures.
* Ensure the appropriate measures and reporting mechanisms are in place, including Key Performance Indicators (KPIs), Operational Levels and Services Levels, capacity, trends and quality which align to Business outcomes and inform on the health and trends for Products/Services in their Portfolio.
* Be responsible for ensuring the effective monitoring and, progression of end to end Live service performance, and quality issues across the service, to ensure support functions and technical services remain responsive to customer needs.
* Support the definition, negotiation, and management of Service Management provision and associated SLAs and internal Operational Level Agreements(OLAs) for Products/Services.
* Drive a proactive approach to forecasting and trending across Portfolio to ensure quality, capacity and resource demands are anticipated and impending risks managed.
* Providing Business outcome focused reporting/dashboards to Digital and operational stakeholders.
* Create and maintain a culture of Continual Improvement. Ensure processes in place to identify and explore improvement opportunities. Lead engagement with stakeholders to prioritise, agree and implement opportunities to deliver service improvements that optimise Business outcomes and align to agreed strategy.
* Manage team ensuring they clearly understand responsibilities and Business priorities, working together to fulfil shared objectives. Complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes.
* Work closely with Digital Payment systems, Finance and Business Continuity teams to ensure payments are issued to right person, at the right time, with the correct amount of money.
There is a contractual requirement for you to be on call when required, covering evenings and weekends.
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