DWP Digital Newcastle Upon Tyne, England, United Kingdom
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DWP Digital Newcastle Upon Tyne, England, United Kingdom
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This range is provided by DWP Digital. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Job title: IT Service Manager
Location: Newcastle-upon-Tyne, United Kingdom
Do you enjoy working in a fast-paced IT Service Management environment, continually looking to evolve?
In DWP our IT Service Managers take on a range of key service management duties, managing and resolving issues as well as monitoring patterns and trends.
The successful candidate will undertake standard service management duties supporting the Senior lead in the management of any major incident while working with a wide range of stakeholders to secure resolution. You will develop and maintain strong working relationships with Child Maintenance operations ensuring you fully understand their requirements. You will also work closely with our Technical Service Manager and other teams to continually drive through improvement.
This is a varied role providing support for ever-evolving Children Services, contributing to existing and new processes that support strategic direction, and working alongside several lines of business and third parties to achieve those goals. The needs of our caseworkers and clients are at the heart of everything we do and a determination in both maintaining the good level of service, while also striving to improve by contributing new ideas, are paramount.
Key responsibilities
* Supporting the investigation and resolution of technology and non-technology problems (procedural, guidance and training products) and issues to ensure the end-user experience is positive.
* Providing a quality service for all end users; understand and endeavour to resolve user issues and queries via close contact with our caseworkers. Occasionally, this involves travelling to CMS Business locations. Excellent communication skills, and the ability to broker new relationships, are therefore essential.
* Supporting a programme of Business Transformation using knowledge and skills to deliver process improvements. This is a critical area and involves upskilling quickly and working seamlessly with a wide and very technical range of new services to not only understand them but to ensure they are fully supported as part of the full Live Service offering. Delivering at pace and working across the whole of the live service function is fundamental.
* Working closely with Service Delivery within Child Maintenance Group Operations preparing and issuing accurate communication on service issues. The ability to draft accurate information, from a number of sources and using language that is appropriate for the recipients, and that is cascaded timeously.
* Providing cover/escalation on a rota basis and out of hours support with weekend working when required to fully support the planned programme of Sprints/Implementations.
* Undertaking a range of key Service Management duties including reporting, incident management, and management of services to agreed targets. Be able to categorise work types and execute trend analysis to identify potential service quality. improvements. Work closely with Operations across all levels, driving increased service quality and improved customer service satisfaction.
The key skills you need
* Lead criterion: Proven experience and understanding of the Customer Relationship Model (CRM) and platform (e.g. Oracle Siebel) and how these are used to manage user and customer interactions. The successful candidate will troubleshoot and identify problems, communicating issues effectively, and working at pace to identify appropriate resolutions and recommendations.
* Proven experience of leadership skills to lead individuals and teams to deliver IT service excellence.
* Proven track record of analysing and trending incidents, and queries to inform Knowledge Management Process.
* Proven experience of delivering a high standard of customer service internally and externally by collaborating with key stakeholders and working with teams, internal and external, to build effective relationships and knowledge.
* Demonstrable experience of using Elasticsearch or similar monitoring tool.
* Demonstrable knowledge of ITIL or other service management framework.
An initial sift may be conducted using the lead criterion stated above. Candidates who pass the initial sift will progress to a full sift.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT System Data Services
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