Collaborate with technical teams, support teams and business areas to ensure products meet agreed performance targets in a cost-effective and timely manner. Manage end-to-end support services and product performance, promoting service quality and improving customer/user experience. Act as the interface between Digital and third-party suppliers, defining direction and ensuring services meet business needs while delivering best value. Ensure value and quality for technology solutions, support services and user experience of digital products and services. Drive analysis and resolution of complex issues, escalating to relevant IT service functions when necessary. Undertake service management duties including incident management, problem management, SLA and OLA management. Provide on-call support when required. Set objectives, manage development of your team members and act as a point of escalation. Travel between Digital Hubs as required to meet business needs. Participate in the DWP Digital IT Service Management community with opportunities for personal and professional development. Please note: The post also needs to cover both in and out of hours Major Incident support On Call on a rota basis 24/7 for which full training will be provided. Person specification See selection process for further details. If you would like to learn more about the role, please contact Oliver.canham1@dwp.gov.uk. Technical skills We'll assess you against these technical skills during the selection process: Service Management Benefits Alongside your salary of 44,447, Department for Work and Pensions contributes 12,876 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. 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 25 days on entry, increasing up to 30 days over time (prorata 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 years 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 Womens Network, National Race Network, National Disability Network (THRIVE) and many more. Hybrid Working This 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. If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office. If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert. Salary Information Existing Civil Servants who secure a new role on lateral transfer will maintain their current salary. Existing Civil Servants who gain promotion will either move to the bottom of the grade pay scale or get a 10% increase to their current salary whichever would be the greater. New entrants to the Civil Service will join on band minimum. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills. Stage 1: Application Your application will consist of four 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. 3. Personal statement - up to 1000 words. This statement should be used to provide examples of how you meet the essential criteria below: Proven experience of engaging with key stakeholders to deliver a high standard of customer service and continual improvement. Proven experience of ensuring change is managed in accordance with appropriate governance to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting agreed Service Management standards. Demonstrable experience of developing and maintaining Service Management support collateral required to deliver Business outcomes relevant to portfolio, e.g. reports, dashboards, Risk Registers, Service Support Models etc. Proven experience of the a bility to adjust quickly to changing priorities and conditions and effectively manage complex issues with strong attention to detail. 4. Technical statement (up to 250 words). The following statement is aligned to the required technical skill of Service Management. Proven experience of managing large customer/user facing services IT Products and Services such as Contact Centres in Live using a Service Management Framework e.g. ITIL to deliver a quality service. Ensure that all examples provided in your statements are taken directly from your own experience and that you describe the examples in your own words. If you choose to use gen-AI to support your statements, you must follow the guidelines outlined in the Artificial intelligence and recruitment guide. The sift panel will use the information in your employment history, personal statement, and technical statement to assess your experience, skills and knowledge. An initial sift will be conducted using the technical statement. Candidates who pass the initial sift will be progressed to a full sift. If you do progress to a full sift, you will be provided with one combined overall assessment score for both your employment history 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 or technical statement contain any personal details your application will be withdrawn. Artificial Intelligence can be a useful tool to support your application; however, all examples and statements provided must be truthful, factually accurate, and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own), applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use. A candidates guide to artificial intelligence (AI) in recruitment. Stage 2: Interview If youre successful at the sift stage, youll be invited to a video interview via Microsoft Teams. During the interview, youll be assessed against the experience criteria listed under both the essential and technical skill. Interviews will take place from mid January 2026. Sift and Interview dates to be confirmed. Other information: 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. All successful candidates and those placed on reserve will be posted in merit list order by location. For these vacancies, we strongly recommend that applicants consult with an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current DWP guidance and Home Office policy, sponsorship cannot be guaranteed. Further Information Find out more about Working for DWP For Hints and Tips on completing your application visit Applying for jobs at DWP Digital. A reserve list may be held for a period of 6 months from which further appointments can be made. Reserve list candidates will be posted in merit order by location. 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. 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 DigitalRecruitment.grs@cabinetoffice.gov.uk 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 youre deaf, a Language Service Professional. For further information on reasonable adjustments, terms and conditions and how we recruit visit the How We Recruit, page Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Oliver Canham Email : Oliver.canham1@dwp.gov.uk Recruitment team Email : digitialrecruitment.grs@cabinetoffice.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here: https://careers.dwp.gov.uk/how-we-recruit/. Attachments DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB) Success-Profiles-Candidate-Overview Opens in new window (pdf, 635kB)