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These roles will be located in one of the following location; Newcastle-upon-Tyne. Please find further information on the Corporate hub locations here.
Job Summary
Some exciting opportunities have become available to join DWP’s Children’s Live Service Team. The team support all other teams across Children, driving and supporting Service Management best practice and Operational Information requirements, in a fast-paced environment - whilst always safeguarding the stability of Live Service.
The Child Maintenance Service (CMS) aim is to improve children’s lives through the provision of effective child maintenance arrangements. In Children Digital, we help run and maintain products and services that improve the outcomes for children, by enabling parents to put in place and manage sustainable child maintenance arrangements in an efficient and convenient way.
We are undertaking an ambitious modernisation programme to help shape our digital services for the future, enabling the customers to self-serve more easily and the Children Live Service team play an integral part of this hugely important initiative.
The team effectively underpin all of Children Digitals ambitions via the embedded ITIL framework, the creation and monitoring of supportive tooling & effectively supporting our Operational colleagues and Caseworkers -putting them at the heart of what we do, to ultimately secure money for children.
We Have 3 Opportunities Within The Team Consisting Of
* Query and Knowledge Management Lead – Strong business relationship, supporting queries raised by our caseworkers. Trending data to identify improvement opportunities and creating knowledge to drive a self-help ethos.
* Incident Lead – leading on our communications, whilst collaborating with Digital, Business and external stakeholders to ensure our incidents are resolved in a timely manner, proactively identify and drive forward strategic improvements.
* Digital Monitoring Lead - critical role leading the transformation of our monitoring and thus the stabilising of Children Live Services. With more services being onboarded, there is a growing need for all teams within Children to fully understand how their applications are landing, and the citizen interaction from the get-go.
Please note that following the probation period, we would expect that the successful candidate is able to support his or her associated teams and the business outside of working hours, as there may be a contractual requirement for ‘out of office hours’ working in some teams.
Please also note that occasional travel to other Digital hubs or CMS business location for work purposes may be required.
Job Description
As a Senior IT Service Manager, you are responsible for ensuring implementation of the support strategy for Service Management across platforms, or a portfolio of Products/Services to ensure quality, availability, performance and process maturity ensuring alignment to Business outcomes. In addition:
* You will have line management responsibilities, potential ad hoc requirements to work out of hours and travel for business reasons.
* Understand and build effective relationships with stakeholders. Act as an escalation point for the Products/Services within your portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising.
* You'll ensure effective investigation, trending and resolution of technology and non-technology Incidents/Tickets, Problems and issues, including appropriate prioritisation and resolution, maintaining a positive end-user experience.
* You will participate in investigation of Major Incidents, providing direction on engagement with Business, analysis or testing to validate issues or proposals. Providing key stakeholder input to technical and Business calls, reviewing and validating Post Incident Reviews and Major Incident Closure Reports. Support production of communications for Major Business events.
* You will be responsible for ensuring the effective monitoring and, progression of end to end Live service performance, and quality issues across the portfolio, to ensure support functions and technical services remain responsive to customer needs.
* Champion cross-team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service while meeting the expectations of customers.
* Responsible for ensuring compliance to agreed Service Management processes and procedures.
* Ensure the appropriate tooling, measures and reporting mechanisms are in place, including KPIs, Operational Levels and Services Levels, capacity, trends and quality which align to Business outcomes and inform on the health and trends for Products/Services in their Portfolio.
* Create and maintain a culture of Continual Improvement. Ensure processes in place to identify and explore improvement opportunities. Lead engagement with stakeholders to prioritise, agree and implement opportunities to deliver service improvements that optimise Business outcomes and align to agreed strategy.
* Create and promote a culture of continuous learning and development. Understand the varying needs of individuals in the team to ensure they are supported, and experiences are utilised in order to achieve current and future objectives. Encourage cross-team engagement and collaboration learning from each other's experience.
* Manage team ensuring they clearly understand responsibilities and Business priorities, working together to fulfil shared objectives. Complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes.
Responsibilities
As a Senior IT Service Manager, you are responsible for ensuring implementation of the support strategy for Service Management across platforms, or a portfolio of Products/Services to ensure quality, availability, performance and process maturity ensuring alignment to Business outcomes. In addition:
* You will have line management responsibilities, potential ad hoc requirements to work out of hours and travel for business reasons.
* Understand and build effective relationships with stakeholders. Act as an escalation point for the Products/Services within your portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising.
* You'll ensure effective investigation, trending and resolution of technology and non-technology Incidents/Tickets, Problems and issues, including appropriate prioritisation and resolution, maintaining a positive end-user experience.
* You will participate in investigation of Major Incidents, providing direction on engagement with Business, analysis or testing to validate issues or proposals. Providing key stakeholder input to technical and Business calls, reviewing and validating Post Incident Reviews and Major Incident Closure Reports. Support production of communications for Major Business events.
* You will be responsible for ensuring the effective monitoring and, progression of end to end Live service performance, and quality issues across the portfolio, to ensure support functions and technical services remain responsive to customer needs.
* Champion cross-team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service while meeting the expectations of customers.
* Responsible for ensuring compliance to agreed Service Management processes and procedures.
* Ensure the appropriate tooling, measures and reporting mechanisms are in place, including KPIs, Operational Levels and Services Levels, capacity, trends and quality which align to Business outcomes and inform on the health and trends for Products/Services in their Portfolio.
* Create and maintain a culture of Continual Improvement. Ensure processes in place to identify and explore improvement opportunities. Lead engagement with stakeholders to prioritise, agree and implement opportunities to deliver service improvements that optimise Business outcomes and align to agreed strategy.
* Create and promote a culture of continuous learning and development. Understand the varying needs of individuals in the team to ensure they are supported, and experiences are utilised in order to achieve current and future objectives. Encourage cross-team engagement and collaboration learning from each other's experience.
* Manage team ensuring they clearly understand responsibilities and Business priorities, working together to fulfil shared objectives. Complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes.
Person specification
When Giving Details In Your Employment History And Personal Statement You Should Highlight Your Experience In Line With Essential Criteria Below
* Lead criterion: Extensive experience and proven track record in building and developing effective working relationships with senior Business and IT managers.
* Significant demonstrable experience of managing large quality IT Services and /or Tooling platforms in Live.
* Proven ability and experience of delivering at pace and injecting continual service improvement, ensuring Live Service stability at all times.
* Influential with experienced leadership skills to be able to make effective decisions whilst effectively leading and inspiring individuals and teams to deliver IT service excellence.
* Strong working knowledge and practical experience of ITIL or other service management framework.
An initial sift will be conducted using the lead criterion stated above. Candidates who pass the initial sift will progress to a full sift.
If you would like to learn more about the role, please contact Akhtar.ali1@dwp.gov.uk.
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 (pro–rata 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 year’s 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 Women’s 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.
Selection process details
Stage 1: Application
Your Application Will Consist Of Three Parts
* A Personal Details application form.
* 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.
* 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.
An initial sift will be conducted using the lead criterion stated above. Candidates who pass the initial sift will progress to a full sift.
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.
* We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read the DWP AI Candidate Guide to understand how you can make the best use of GenAI while ensuring your application remains authentic and effective.
Stage 2: Interview
If you’re 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 the end of June 2025. 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 3 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 you’re 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.
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.
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).
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 : Akhtar Ali
* Email : akhtar.ali1@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/.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Part-time
Job function
* Job function
Information Technology
* Industries
Government Administration
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