Length of employment: Job Summary: D WP Digital has a vacancy for a Senior IT Service Manager within the Working Age Product Support team. The Product Support team deliver, maintain and test up to 40 Working Age and Health services through Incident Problem, Knowledge and Change Management. Our vision is to be leaders in Service Management using ITIL principles, delivering excellent service standards through innovation and continual improvement. At the forefront of our work is our customers, supporting the business to make the right payments to the right people at the right time, whilst maintaining our other business supporting services. The successful candidate will be responsible for the support of a wide range of IT services and technologies which vary in scale, age and criticality. This is an exciting opportunity to become part of a highly respected Service Management team working in a fast-paced environment, supporting business critical products and services. The role also involves line management responsibility. Job Description: As a senior IT Service Manager, you are responsible for ensuring quality is achieved for the end-to-end technology solution, support services and user experience of a Product/Service. In addition you will have line management responsibilities. Your role includes: Ensuring effective management of issues raised on all channels, engaging with colleagues and support teams where required to make sure the resulting Incidents/Tickets, queries, are handled using appropriate prioritisation, agreed processes, procedures and policies and ensuring end user satisfaction. Ensuring effective management of Problems/issues through monitoring of patterns and trends and understanding business impacts. Engaging with colleagues and support teams where necessary, supporting analysis to identify appropriate prioritisation, contributing to Knowledge Management, Problem Management and solution identification where required, ensuring adherence to agreed processes, procedures and policies. Participating in investigation of Major Incidents, Engaging with Business or undertaking analysis to validate issues or proposals. When required, contribute to technical and business calls, to the review and validation of Post Incident Reviews and Major Incident Closure Reports. Support production of communications for major Business events. Providing direction for the monitoring and reporting of service metrics that define expected service quality and performance. Validation of trends, service level achievements and performance reports identifying product performance and efficiency of support activities. Identifying and explore opportunities for Continual Improvement, driving engagement with managers and stakeholders to analyse, prioritise, agree and where required, implement opportunities to optimise and deliver service improvements that support Business outcomes. Developing and maintaining Service Management support collateral required to deliver Business outcomes relevant to portfolio (e.g. Calendars of Known events, Service Impact matrices). Encouraging and supporting colleagues to achieve their full potential, supporting the creation of culture of continuous learning and development. Identify personal and team learning opportunities ensuring development objectives are set and achieved to ensure delivery of current and future work. 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. When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below: Demonstrable experience of independently supporting and maintaining Products and Services. Previous experience of IT Service Management at an enterprise level. Proven track record of implementation, negotiation and delivery with stakeholders at all levels. Knowledge of a Service Management Framework e.g. ITIL. Demonstrable experience of identifying and exploring opportunities for Continual Service Improvement. Proven experience of leading a small team to deliver IT service excellence. If you would like to learn more about the role, please contact michael.coombs@dwp.gov.uk. 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. Further details around what this will entail are listed on the application form. 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. 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 July 2025. 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 perio d of 6 mo nths from which further appointments can be made. All successful candidates and those placed on reserve will be posted in merit list order by location. 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. 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 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. Feedback