As a Senior IT Service Manager at DWP Digital, you will lead the end-to-end performance of digital services, ensuring they meet user needs, SLAs, and business goals. You will manage incidents, drive continuous improvement, and support live operations.
You will have line management responsibilities and a role in out-of-hours support, guiding your team to deliver reliable and user-focused services.
Responsibilities
* Define and manage service level agreements.
* Lead incident, problem management and continuous improvement activities.
* Ensure resolution of complex issues and support live service operations.
* Manage stakeholder relationships and support service design and transition.
* Provide line management, coaching, and escalation support for your team.
* Participate in out-of-hours major incident support rota.
Qualifications
* Experience in Incident & Problem Analysis and identifying trends for improvement.
* Strong stakeholder collaboration and relationship building.
* Detailed knowledge of digital product support.
* Excellent customer service delivery.
Pay & Benefits
Salary up to £46,547, plus 28.9% employer pension contributions.
Hybrid working – about 60% in office and 40% home working. Flexible hours.
Leave: 26 days plus up to 3 extra days off a month on flexi‑time. Civil service pension benefits.
Other benefits include:
* Employer of the Year 2023 award and other recognitions.
* Flexible working, family‑friendly policies.
* Volunteer time off and charitable giving.
* Discounts and savings, interest‑free loans for bikes or season tickets.
* Sports and social activities.
* Professional development, coaching, mentoring and career progression opportunities.
Location
Newcastle upon Tyne, United Kingdom.
About DWP Digital
DWP Digital is the UK’s largest government department, helping people into work and making payments worth over £195bn a year. We’re driving a transformation of government services using cutting‑edge technology to build and maintain innovative, scalable digital solutions.
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