Overview
Senior IT Service Manager - Live Service role at Free-Work UK. This role supports delivery through commercial contracts by working with cross functional teams within DWP Digital and the wider IT team.
Base pay range
Senior IT Service Manager. Paying £57,946, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.
What skills, knowledge and experience you will need
* Experience of promoting cross-team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers. Use of effective Change Management tools and processes ensuring the team actively engages in Change to ensure minimum disruption to IT services.
* Proven track record of leading in the definition and design of the support model which includes policies, processes, people and technology in alignment with agreed strategy and Service Management process and policies to meet the needs of the Business.
* Demonstrable experience for the leading and implementation of customised activities or interventions required to support delivery of Business outcomes for their portfolio. You drive a proactive approach to forecasting and trending across Portfolio to ensure quality, capacity and resource demands are anticipated and impending risks managed. And you provide Business outcome focused reporting/dashboards to Digital and operational stakeholders.
* Proven ability to demonstrate detailed knowledge and understanding of Digital Products and Services. Act as an escalation point and support the definition, negotiation, and management of Service Management provision, along with associated SLAs and internal OLAs for Products/Services within the Portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising.
* Experience of managing large IT Products and Services in Live and demonstrable experience of Service Management Framework e.g. ITIL. You're capable of building and developing effective working relationships with senior Business and IT managers. You create and maintain a culture of Continual Improvement, and ensure processes are in place to identify and explore improvement opportunities.
You and your role
You will be part of the Digital Channels Service Management Team looking after numerous and varied services, which provide technology solutions to Citizens and DWP Agents and includes the digitisation, indexing and tasking of inbound citizen written communications, the production of outbound communications and maintenance of two-factor authentication capability for Universal Credit online accounts. The wider team also look after the services that provide telephony contact centre functionality, as well as citizen information systems to be used by customer service agents and partner agencies.
Details, Wages, Perks
Location: You’ll join us in one of our digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne and Sheffield, whichever is better for you.
Hybrid Working: We work a hybrid model – you’ll spend some time working at home and some time collaborating face to face in a hub.
Pay: £57,946.
Pension: Civil service pension with employer contributions worth 28.97%, worth £16,094 per year.
Holidays: 26 days increasing to 31 days over time, plus up to 3 extra days per month on flexi-time and public holidays.
Benefits: Flexible working, volunteering options, discounts, transport assistance, sports and social activities, professional development and career progression opportunities.
Process
We know your time is valuable, so our application and selection process is two stages:
* Apply: complete your application on Civil Service Jobs with full instructions when you click through.
* Interview: a single-stage online interview.
Click APPLY for more information and to start your application.
Job details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Human Resources Services
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