Length of employment:
Job Summary:
Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.
Are you ready to lead the future of data-driven decision making at DWP Digital?
We're on the lookout for a passionate and experienced Service Manager to take charge of service delivery, continuous improvement, and support for DWP's strategic Management Information (MI) platform, a powerhouse for insights that shape real-world impact.
Join a fast-moving, innovative team at the heart of government transformation. Our MI products help thousands of users from frontline managers to the Secretary of State in make smarter, faster decisions every day.
With a rapidly growing user base and a high-profile portfolio, this is your chance to drive meaningful change at scale. If you thrive on challenge, love improving services, and want to be part of something that truly matters, we want to hear from you.
Be part of something bigger. Be part of DWP Digital.
Job Description:
As a Service Manager, you will collaborate with Digital, Business and external stakeholders to ensure service support is delivered to agreed performance targets in a cost effective and timely manner.
You'll undertake a range of key Service Management duties including Reporting, Incident/Ticket Management and Problem Management, working closely with stakeholders across all levels, driving increased service quality, value and improved customer service satisfaction.
You'll have responsibility for the management of Information Technology tasks and staff, establishing and maintaining relationships with stakeholders, including external suppliers, and the management of user connectivity processes.
User Access and Incident Management: Manage, capture and record user access requests and incidents raised. Ensuring compliance with SLA's a requests and governance processes.
Request Management; Maintain Tracker solution: recording updates on progress and external team responses.
Management of user access requests including both individual user and bulk user requests.
Management of Incident process including escalation analysis and reporting processes.
Relationship Management; Providing responses to stakeholder and user access and incident queries both written, via email, and verbally as appropriate.
The creation and updating of Knowledge Articles to support shared learning/understanding.
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 23 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 withessential criteriabelow:
* Experience of working with Incident & request Management systems, for example ServiceNow.
* Experience of collaborating with internal and external stakeholders/users/suppliers in a complex environment requiring a high degree of co-ordination/management.
* Demonstrable knowledge/experience of effective management of User Access Requests and incident processes.
* Demonstrable knowledge/experience of working within defined processes, procedures and policies. Ensuring compliance with service levels.
* Proven track record in managing a quality service including understanding of successful delivery of end user IT Services whilst ensuring high standards are always maintained delivering continual improvement.
* Knowledge of a Service Management Framework e.g. ITIL 4 or equivalent with some knowledge or experience of using MI reporting tools e.g. Power BI.
Stage 1: Application
Your application will consist of three 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 based on the essential criteria.
3. Personal statement - up to 1000 words. This statement should be used to provide examples of how you meet the essential criteria listed in the Person specification.
The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria.
You will be provided with one combined overall assessment score for both your CV and Personal Statement.
For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.
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 contains 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 in the essential criteria.
Interviews will take place from early July 2025. Sift and Interview dates to be confirmed.
Further Information:
Find out more about Working for DWP
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.
A reserve list may be held for a period of 6 months from which further appointments can be made.
All successful candidates and those placed on reserve will be posted in merit list order by location.
Security Clearance Requirement
You must meet the security requirements before you can be appointed. The level of security needed is security check.
For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers.
For further information on National Security Vetting please visit the Demystifying Vetting website .
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.
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.