IT Service Manager
Join our community of tech experts at DWP Digital, the UK's largest government department. We build and maintain digital solutions that support millions of people.
Responsibilities
* Ensure digital services that support Retirement, Bereavement and Care benefits run smoothly.
* Monitor systems that help agents process claims and ensure customers receive correct payments promptly.
* Coordinate fixes when issues arise; work with technical teams, suppliers and service delivery colleagues to restore services quickly.
* Talk to agents, understand their challenges and advocate their voices in digital discussions.
* Track incidents, manage problems and keep stakeholders updated on the status.
* Plan and manage changes to services, ensuring they are delivered without disruption.
Qualifications
* Service Management experience in large‑scale IT organisations and knowledge of Service Management Framework processes (e.g. ITIL).
* Knowledge of IT Service Continuity Management and IT Disaster Recovery testing in large and complex organisations.
* Knowledge of applying Service Management processes to patching and security vulnerability activities.
* Experience working with senior business stakeholders to deliver IT service excellence.
* Experience with process and continual service improvement, challenging the status quo and analysing existing processes to identify opportunities for improvement.
Benefits
* Competitive pay of £38,772.
* Civil service pension with employer contributions worth 28.97%, over £11,000 per year.
* Generous leave package starting at 26 days, rising to 31 days over time.
* Up to 3 extra days off per month on flexitime.
* All public holidays.
* Flexible working, including flexible hours and flex‑friendly policies.
* Time off volunteering and charitable giving.
* “I Can Be Me in DWP” programme to bring your authentic self to work.
* Discounts and savings on shopping, fun days out and more.
* Interest‑free loans to buy a bike or a season ticket.
* Professional development, coaching, mentoring and career progression opportunities.
Location & Working Style
* Locations: Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield.
* Hybrid working model – part home, part hub.
Application Process
* Apply online via Civil Service Jobs.
* Single stage online interview.
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