IT Service Manager – Digital Services
Join DWP Digital as an IT Service Manager and play a key role in delivering effective technical services in a fast‑paced, evolving environment.
We are using fresh ideas and leading‑edge technology to build and maintain digital solutions that will be used by nearly every person in the UK, every day.
Key Responsibilities
* Deliver and manage end‑to‑end service performance for Digital Channel Services.
* Collaborate with technical teams and suppliers to ensure agreed targets are met.
* Oversee major customer‑facing services such as one of Europe’s largest contact centres, video solutions for assessments and validation tooling.
* Manage changes under robust governance, maintain service management collateral such as dashboards and risk registers.
* Drive continual improvement and improve user experience.
Required Skills & Experience
* Strong service management expertise.
* Stakeholder engagement skills.
* Experience with ITIL or similar frameworks.
* Ability to lead large‑scale IT services.
* Knowledge of digital channel services and customer experience is an advantage.
Location & Working
Location: Blackpool, Manchester or Newcastle‑upon‑Tyne – whichever is most convenient.
Hybrid Working: 40 % worked from home, 60 % in hub.
Pay & Benefits
Pay: Up to £46,547 per year.
Pension: Civil service pension with employer contributions of 28.97 %, estimated £12,876 per year.
Holidays: 26 days increasing to 31 days over time, plus up to 3 extra days off a month on flexi‑time and all public holidays.
* Flexible working, hours and flex‑friendly policies.
* Time off for volunteering and charitable giving.
* Inclusive workplace initiatives.
* Discounts and savings on shopping, recreation and more.
* Interest‑free loans for bike or season ticket.
* Sports and social activities.
* Professional development, coaching, mentoring and career progression.
Application Process
* Apply on Civil Service Jobs – follow the instructions provided.
* Interview – a single online stage.
EEO Statement
We are an equal opportunity employer. No discrimination on the basis of age, gender, race, disability, religion or any other protected characteristic.
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