Senior IT Service Manager – Manchester Digital
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DWP Digital is a government agency that uses fresh ideas and leading-edge technology to build digital solutions that serve nearly every person in the UK. We help people into work and manage payments worth over £195bn a year.
What we’re looking for
This Senior IT Service Manager is part of the Integration Team within DWP Digital’s Service Management function. You’ll own complex live services, drive improvements, manage SLAs, lead incident and problem management, maintain stakeholder relationships and carry out 24/7 on‑call duties. The role requires strong ITIL knowledge and a Security Check clearance.
Responsibilities
* Define and manage service management processes, SLAs and OLAs.
* Lead incident and problem management, analysing and resolving complex issues.
* Maintain stakeholder relationships and ensure performance targets are met.
* Manage staff and support 24/7 operations with an on‑call rota.
Location & Hybrid Working
Locations: Blackpool, Manchester or Newcastle‑upon‑Tyne (choose the most convenient hub). Hybrid model: 40% remote, 60% in‑hub.
Wages & Perks
Pay: £44,447 per annum. Pension: Civil Service pension, 28.97% employer contribution (≈£12,876 per year). Holidays: 26 days (rises to 31 with time). Extra 3 days flexi‑time off a month, plus public holidays.
Benefits
* Flexible working – flexible hours and flex‑friendly policies.
* Time off volunteering and charitable giving.
* ‘I Can Be Me in DWP’ inclusion initiatives.
* Discounts and savings on shopping, fun days out and more.
* Interest‑free loans to buy a bike or a season ticket.
* Sports and social activities.
* Professional development, coaching, mentoring and career progression.
Award‑winning environment & culture
* DWP recognised as 2024 Diversity Employer of the Year (Computing Women in Tech Excellence awards).
* Diverse and Inclusive Leadership – Digital Leaders Awards 2024.
* Best Place to Work in Digital – Computing Digital Technology Leaders awards 2025.
* Best Public Sector Employer – Women in Tech Employer Awards 2025.
Application Process
1. Apply: submit your application through Civil Service Jobs with full instructions.
2. Interview: a single stage online interview.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Information Technology
Industries
* Technology, Information and Internet
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