Identity Services are at the core of the organisations digital infrastructure, providing secure and reliable access to systems, data, and devices for all users - human and non-human. These services underpin critical operations, enable modern ways of working and protect the enterprise against security threats. As part of our continued investment in Identity Services, we are expanding our leadership structure to strengthen operational delivery and future-proof our capabilities. We a seeking a Senior IT Service Manager to join a growing and strategically important team. This vacancy arises from the formalisation and scaling of our Identity Services operating model. In response to increasing demand, complexity, and transformation initiatives, we are improving our product aligned team structure that provides clearer ownership and stronger focus across key areas of identity. The Senior IT Service Manager will be one of three service managers, each aligned to a specific domain: Identity Access Management (IAM) Service (authentication and authorisation) Public Key Infrastructure (PKI) and Certificate Life-cycle Management (CLM) (non-human identities, certificates and key infrastructure) Business As Usual (BAU) Operations & Incident Support (core service operations, incident and problem management) Although each service manager is aligned to a specific domain, the role offers the opportunity to support across all three areas as needed, working in close collaborations with peers. This flexibility ensures a cohesive approach to service management and strengthens the overall performance of Identity Services. The Identity Service team operates under a product model, led by a Product Owner and supported by Lead Architect, Lead Engineer, Lead Project Manager, Business Analyst, 3 Senior Service Managers and supporting staff across each function. You will have line management responsibilities for a small team withing your domain, contributing to a wider team of 24 across the Identity Service function, you will work alongside other Senior Service Mangers to ensure delivery and improvement across all Identity Services. The Senior IT Service Manager for Identity Services is a senior operational leadership role responsible for ensuring the effective and secure delivery of Identity Service across DWP. Through collaboration and strong service management, you will help enable seamless, secure access to critical systems, ensuring the foundation of trust and security in all digital interactions. Person specification When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below: Significant demonstrable experience of continuous improvement, including the quality, risk and security measures considered, which improved a product or its levels of service. Extensive experience and proven track record of managing large IT Products and Services in Live Service environment. Strong working knowledge and practical experience of Service Management Frameworks e.g. ITIL. Proven ability and experience in building and developing effective working relationships with stakeholders including senior Business and IT managers. Significant demonstrable experience of managing a team whilst ensuring responsibilities and Business priorities are clearly understood. Working together to fulfil shared objectives whilst complying with legal, regulatory and security requirements. If you would like to learn more about the role, please contact michael.coombs@dwp.gov.uk. Benefits Alongside your salary of 55,557, Department for Work and Pensions contributes 16,094 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. We also have a broad benefits package built around your work-life balance which includes: Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours. Generous annual leave at least 25 days on entry, increasing up to 30 days over time (prorata for part time employees), plus 9 days public and privilege leave. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme. Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). Family friendly policies including enhanced maternity and shared parental leave pay after 1 years continuous service. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Womens Network, National Race Network, National Disability Network (THRIVE) and many more. This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Salary Information New entrants to the Civil Service will join on band minimum. Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary. Existing Civil Servants who gain promotion may move to the bottom of the grade pay scale or 10% increase in salary whichever would be the greater. Things you need to know Selection process details Stage 1: Application Your application will consist of three parts: 1. A Personal Details application form. 2. Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed based on the essential criteria. 3. Personal statement - up to 1000 words. This statement should be used to provide examples of how you meet the essential criteria listed in the Person specification. The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria. You will be provided with one combined overall assessment score for both your CV and Personal Statement. For Hints and Tips on completing your application visit Applying for jobs at DWP Digital. Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign. Important Information You will be asked to complete your employment history. Any information that you would customarily share on a CV should therefore be entered onto the application form. Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered. If your employment history/personal statement contains any personal details your application will be withdrawn. Artificial Intelligence can be a useful tool to support your application; however, all examples and statements provided must be truthful, factually accurate, and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own), applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use. A candidates guide to artificial intelligence (AI) in recruitment. Stage 2: Interview If youre successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the essential criteria. Interviews will take place from late August. Sift and Interview dates to be confirmed. Further Information: Find out more about Working for DWP If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. A reserve list may be held for a period of 6 months from which further appointments can be made. All successful candidates and those placed on reserve will be posted in merit list order by location. Reasonable Adjustment At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DigitalRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the Reasonable Adjustments section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional. For further information on reasonable adjustments, terms and conditions and how we recruit visit the How we recruit page. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Michael Coombs Email : michael.coombs@dwp.gov.uk Recruitment team Email : DigitalRecruitment.grs@cabinetoffice.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here: https://careers.dwp.gov.uk/how-we-recruit/. Attachments DWP Terms and Conditions January 2024 (3) Opens in new window (docx, 17kB) Success-Profiles-Candidate-Overview-Accessble-Version Opens in new window (docx, 69kB)