Senior IT Service Manager
Pay of £44,447, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work-life balance.
DWP. Digital with Purpose.
Are you an innovative IT Service Manager ready to deliver high-quality services in a fast-paced and demanding environment?
Join DWP Digital Channels Service Management team, where you'll support a diverse portfolio of services including the Department's digital contact centre, Strategic Video Solution, Searchlight and Colleague View.
You'll have a key role in both the development and live operation of Digital Channel services. You'll lead a team responsible for the day-to-day management of a portfolio ensuring service performance is effectively monitored, incidents are managed swiftly and changes are delivered smoothly.
You'll also work closely with suppliers and partners to ensure a strong and reliable end-to-end service, and make sure services achieve value, quality and are on time.
Using your knowledge of ITIL service management you'll oversee the full-service lifecycle, while also supporting demand forecasting and contributing to effective financial planning alongside the wider Service Management team.
You and your role
As a Senior IT Service Manager, you will take responsibility for managing technical and operational changes to ensure the continued stability and resilience of live Digital Channels services.
Working on Digital Channels means improving and maintaining the ways people use online, accessible, tech-enabled to access the services they need.
You will work collaboratively with suppliers and internal product teams building strong relationships to support effective service delivery. This will include new and updated contracts with a particular focus on service schedules and ensuring they meet operational needs.
A key part of the role will involve reporting on service performance to stakeholders, identifying areas for improvement and supporting both pre- and post-release activities.
You will ensure that new and updated products and services are safely transitioned into live service meeting agreed Service Management standards.
You will also take part in the investigation of major incidents working closely with the business to analyse issues and validate proposed solutions.
While not essential, having or working towards an ITIL v4 Foundation certification would be beneficial and support will be provided to achieve this within the role.
Please note: This role includes participation in a 24/7 Major Incident rota. Full training is provided.
What skills, knowledge and experience you need?
* Experience contributing to the development of new and updated contracts with a strong focus on service schedules and performance reporting to inform pre- and post-release activities
* Proven ability to manage technical and operational change within governance frameworks ensuring services are safely transitioned into live environments while maintaining service standards
* Skilled in supporting the investigation of major incidents, working closely with business areas to analyse and validate issues or proposed solutions
* Demonstrated ability to adapt to changing priorities, effectively managing complex challenges while maintaining strong attention to detail
Details. Wages. Perks.
Location: You'll join us in your choice of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield.
Hybrid Working: We work a hybrid model—you'll spend some time working at home and some time collaborating face to face in a hub.
Pay: We offer competitive pay of £44,447.
Pension: You'll get a brilliant civil service pension with employer contributions of 28.97%, worth £12,876 per year.
Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays.
Broad benefits package built around your work‑life balance includes:
* Flexible working including flexible hours and flex-friendly policies
* Time off volunteering and charitable giving
* Bring your authentic self to work with 'I Can Be Me in DWP'
* Discounts and savings on shopping, fun days out and more
* Interest‑free loans to buy a bike or a season ticket, so it’s even easier for you to get to work and start making a difference
* Sports and social activities
* Professional development, coaching, mentoring and career progression opportunities.
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