Overview
TieTalent / DWP Digital – Senior IT Service Manager to join the Digital Channels and wider IT team. You will support delivery through commercial contracts by working with cross-functional teams to manage Live Service for digital products and services used by citizens and DWP agents.
Location: Hybrid working and multiple digital hub locations (including Newcastle-upon-Tyne). Salary: £57,946 per year, plus employer pension contributions of 28.97%. Holidays start at 26 days and can rise to 31 days, plus up to 3 extra flexi-days per month and public holidays. A broad benefits package supports work-life balance.
Responsibilities
* Promote cross-team collaboration with key stakeholders to ensure new and changed products/services are sufficiently and safely supported into Live service, meeting customer expectations. Apply effective Change Management tools and processes to minimise disruption to IT services.
* Define and design the Live service support model, including policies, processes, people and technology, aligned with the strategy and Service Management policies to meet business needs.
* Lead and implement customised activities to support delivery of business outcomes for the portfolio. Drive proactive forecasting and trending across the portfolio to anticipate capacity, resource demands, risks and quality. Provide business-outcome-focused reporting/dashboards 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 paths to resolution and engage with relevant stakeholders to resolve issues.
* Manage large IT products and services in Live environment and apply Service Management Frameworks (e.g., ITIL). Build and sustain relationships with senior business and IT managers. Foster a culture of continual improvement and implement processes to identify and pursue improvement opportunities.
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 handling of citizen communications, outbound communications, and authentication for Universal Credit accounts. The wider team also supports telephony contact centre functionality and citizen information systems for customer service agents and partner agencies.
Details, Wages & Perks
Location: You can join us in one of our digital hubs (Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne, Sheffield) or work remotely where possible. Hybrid Working: mix of home and hub-based work. Pay: £57,946. Pension: employer contributions of 28.97% (approx. £16,094 per year). Holidays: 26 days increasing to 31, plus up to 3 flexi-days per month and public holidays.
Benefits include: flexible working, volunteering and charitable leave, employee wellbeing programs and development opportunities.
Process
Application and selection: two stages – Apply via Civil Service Jobs with full instructions, and a single-stage online interview. Click Apply for more information and to start your application.
Job Details
* Seniority level: Mid-Senior level
* Employment type: Contract
* Job function: Information Technology
* Industries: Technology, Information and Internet
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