Overview
As a Senior IT Service Manager in DWP Digital's End User Devices team, you’ll help deliver the digital foundations that keep our services running smoothly for colleagues across the department. You’ll manage the end-to-end delivery of incidents, problems and requests related to workplace computing, ensuring issues are resolved quickly and services stay reliable. You’ll act as an escalation point for service concerns, coordinating across teams to drive swift resolution and improve user experience. You’ll apply IT service management best practices to identify trends, lead continual service improvement initiatives, and promote automation to reduce manual tasks. You’ll also manage BAU Evergreen device refresh activities, ensuring our device estate remains current and high-performing. You’ll build strong relationships with internal and external stakeholders, validate supplier service data, and support governance across service measures and invoicing. As a line manager, you’ll help develop capability within the team and support professional growth.
Pay and benefits – Pay up to £46,547, plus 28.9% employer pension contributions, hybrid working with 60% home working, flexible hours, and great work life balance. We offer a brilliant civil service pension with employer contributions worth over 28.9%, and a generous leave package starting at 26 days. You can also take up to 3 extra days off a month on flexi-time. We have a broad benefits package built around work-life balance including flexible working, volunteering, discounts, loans, and development opportunities.
Location and hybrid working – You’ll join us in one of our digital hubs in Blackpool, Leeds, Manchester or Sheffield, whichever you prefer. We work a hybrid model – in the office about 40% of the time and 60% home working.
Responsibilities
* Manage end-to-end delivery of incidents, problems and requests related to workplace computing to ensure reliability and fast resolution.
* Act as escalation point for service concerns and coordinate with cross-functional teams to improve user experience.
* Apply IT service management best practices to identify trends and drive continual service improvements.
* Promote automation to reduce manual tasks and manage BAU Evergreen device refresh activities.
* Validate supplier service data and support governance across service measures and invoicing.
* Develop capability within the team and support professional growth as a line manager.
Qualifications and skills
* Stakeholder Relationships – ability to build strong relationships across a wide range of stakeholders to drive collaboration and outcomes.
* Process & Service Improvement – experience leading process adherence and service improvement initiatives across technologies and teams.
* Strategic Leadership – proven track record delivering against strategic goals under pressure.
* Service Management Delivery – comfortable handling routine service management tasks and following established processes.
Contract details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Information Services, Technology, Information and Internet, and Technology, Information and Media
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