Lead IT Service Manager - DWP Digital
We are looking for a Lead IT Service Manager to join our community of tech experts in DWP Digital. As part of a once‑in‑a‑generation transformation of government services, you will help build and maintain innovative, scalable and user‑centric digital solutions used by nearly every person in the UK.
As a Lead IT Service Manager you will be responsible for the end‑to‑end performance of digital products and services, covering technology, support and user experience. You will define and manage service level agreements, drive resolution of complex issues, and ensure services meet business and user needs.
In this role you will:
* Lead service management activities including incident and problem management, service design and transition, and continuous improvement.
* Manage stakeholder relationships, support live service operations, and guide your team to deliver high‑quality support.
* Hold line‑management responsibilities, supporting the development of others and acting as a point of escalation.
* Participate in a rota for out‑of‑hours major incident support.
* Guide the team to deliver performance improvements using data and analytics.
What skills, knowledge and experience will you need?
* Service Leadership Through Change – lead multi‑functional IT service teams through significant change or incident management, making strategic decisions, communicating effectively, and delivering measurable service improvements.
* Performance‑Driven Delivery – use performance data and analytics to drive improvements in desktop service delivery, applying relevant tools and techniques to achieve tangible impact.
* Stakeholder & Supplier Engagement – build and maintain strong relationships with senior stakeholders and suppliers, managing conflicting priorities to meet service goals.
* Environment Management – coordinate across Dev, Test, SI, and Live environments, identifying and mitigating risks associated with deployment and integration.
* Technology Integration – implement and integrate emerging technologies such as Intune, Windows 365, and AI/ML‑into live service operations, overcoming adoption challenges and ensuring smooth transitions.
You will join us in one of our digital hubs in Blackpool or Manchester, whichever you prefer.
We offer hybrid working – approximately 60% office, 40% home – with flexible hours and a great work‑life balance.
Benefits
* Competitive pay of £75,026 plus 28.9% employer pension contributions.
* Generous leave package starting at 26 days.
* Up to 3 extra days off a month on flexi‑time.
* A broad benefits package including flexible working, volunteering leave, employee discount programmes, interest‑free loans for commuting, sports and social activities, and professional development, coaching, mentoring and career progression opportunities.
* Recognition as Employer of the Year 2023 and Founders Award for Outstanding Digital Leadership 2023.
CLICK APPLY for more information and to start your application.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Location
Blackpool or Manchester, United Kingdom
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