Overview
Senior IT Service Manager to join the Digital Channels and wider IT team at DWP Digital. Support delivery through commercial contracts by working with cross functional teams. The role focuses on promoting cross-team collaboration, defining and operating the support model, and driving continual service improvement for Digital Products and Services.
What you will do
* Promote cross-team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service while meeting customer expectations. Use effective Change Management tools and processes to minimise disruption to IT services.
* Lead the definition and design of the support model, including policies, processes, people and technology, in alignment with the strategy and Service Management policies to meet business needs.
* Lead and implement customised activities needed to support delivery of business outcomes. Forecast and trend across the portfolio to ensure quality, capacity and resource demands are anticipated, risks managed, and business-outcome focused reporting is provided to Digital and operational stakeholders.
* Demonstrate detailed knowledge of Digital Products and Services. Act as an escalation point and support the definition, negotiation and management of Service Management provisions, including SLAs and OLAs for products/services within the portfolio. Identify clear pathways for resolution and engage with stakeholders to resolve issues.
* Manage large IT products and services in Live environments and apply Service Management Frameworks (e.g., ITIL). Build and maintain relationships with senior business and IT managers and foster a culture of Continuous Improvement with processes to seek and implement enhancements.
You and your role
You will be part of the Digital Channels Service Management Team supporting services that provide technology solutions to Citizens and DWP Agents, including digitisation and processing of inbound citizen communications, outbound communications, and the two-factor authentication for Universal Credit online accounts. The wider team also supports telephony contact centre functionality and citizen information systems for customer service agents and partner agencies.
Location: Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne or Sheffield (hybrid-friendly).
Hybrid Working: Hybrid model; some time at home and some time in a hub.
Pension: Civil service pension with employer contributions of 28.97% (approximately £16,094 per year).
Holidays: 26 days rising to 31 days with time off in lieu options and public holidays.
Benefits: Flexible working, volunteering and charitable giving, inclusive culture, discounts, interest-free travel loans, sports and social activities, and professional development opportunities.
Process
Two-stage application process:
* Apply: complete your application on Civil Service Jobs.
* Interview: single-stage online interview.
Click Apply for more information and to start your application.
Job details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Engineering, Information Technology, and Management
* Industries: Technology, Information and Media
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