Overview
This role is for a Senior IT Service Manager in DWP Digital's End User Devices team. You’ll lead on resolving incidents, managing service requests, and driving improvements across our device estate. You’ll identify trends, promote automation, and coordinate escalations to keep services reliable and user-focused. The role involves building strong partnerships, delivering IT service management best practices, and supporting continual service improvement and device refresh activities.
Base pay up to £46,547, plus 28.9% employer pension contributions, with hybrid working (60% home, 40% in the office) and flexible hours. DWP is the UK’s largest government department, focused on helping people into work and making payments worth over £195bn a year.
Responsibilities
* Manage end-to-end delivery of incidents, problems and requests related to workplace computing; ensure quick resolution and reliable services.
* Act as an escalation point for service concerns; coordinate across teams to drive swift resolution and improve user experience.
* Apply IT service management best practices; identify trends and lead continual service improvement initiatives.
* Promote automation to reduce manual tasks and manage BAU Evergreen device refresh activities to keep the device estate current.
* Build strong relationships with internal and external stakeholders; validate supplier service data and support governance across service measures and invoicing.
* As a line manager, develop capability within the team and support professional growth.
Skills, knowledge and experience
* Stakeholder Relationships – Ability to build strong relationships across a wide range of stakeholders to drive collaboration and outcomes.
* Process & Service Improvement – Experience leading process adherence and service improvement initiatives across technologies and teams.
* Strategic Leadership – Proven leadership delivering against strategic goals under pressure.
* Service Management Delivery – Competence in delivering routine service management tasks and following processes.
Location and working pattern
Based in one of our digital hubs (Blackpool, Leeds, Manchester or Sheffield) or flexible location. Hybrid model: around 40% in the office and 60% working from home.
Benefits
* Competitive pay up to £46,547 and a civil service pension with employer contributions over 28.9%
* Generous leave starting at 26 days
* Up to 3 extra days off per month on flexi-time
* Flexible working, family-friendly policies, volunteering and charitable giving
* Professional development, coaching, mentoring and career progression
How to apply
Click apply for more information and to start your application.
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