Associate IT Service Manager

Are you looking for an opportunity to be part of a team delivering real value to DWP colleagues and citizens?
Do you want to solve complex problems that impact the most vulnerable citizens?
As an Associate IT Service Manager, you are responsible for implementation and improvement of service management. Working as part of a team to undertake a range of standard service management activities, e.g. resolving incidents, problem management, and responding to queries addressing all aspects of the Products and Services including reference to the application of correct policies and processes., As an Associate IT Service Manager, you will:
+ Provide a single view on service performance for key stakeholders.
+ Provide IT business support and make sure that Products and Services deliver the best value for money in meeting business and user requirements. There are a number of new Digital services being on-boarded where the team support is vital, to ensure effective and efficient use in Operations.
+ Use your analytical and problem-solving skills, to ensure effective management of issues raised.
+ Have an ability to work in a disciplined environment, under pressure to meet challenging objectives and timescales.
Service Managers collaborate with Service Management and Operations teams to ensure service delivery to agreed performance targets in a cost effective and timely manner.
All Service Managers will undertake a range of key Service Management duties including reporting, incident management, problem management and management of services to agreed targets (e.g. SLA and OLA) and work closely with Operations across all levels, driving increased service quality and improved customer service satisfaction., We'll assess you against these behaviours during the selection process:
+ Managing a Quality Service
+ Communicating and Influencing

Technical skills
We'll assess you against these technical skills during the selection process:
+ Operational Management
+ Customer Services Management, 3. Behaviour and technical statements (up to 250 words each). These include:
+ Managing a Quality Service - Keep colleagues and stakeholders fully informed of plans, possibilities and progress. Deliver good customer service which balances quality and cost effectiveness.
+ Communicating & Influencing - Communicate clearly and concisely both orally and in writing. Respond constructively and objectively to comments and questions. Handle challenging conversations with confidence and sensitivity
+ Operational Management - Understands the operational processes of running and maintaining product or service.
+ Customer Services Management - Resolves user requests to a minimum of the agreed service level agreement. Able to empathise with the end user. Uses customer-focused metrics to achieve a satisfying outcome. An understanding of service management tools and services e.g. ITIL.
The sift panel will use the information in your employment history, behaviour and technical statements to assess your experience, skills and knowledge.
For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.
You will receive a score for your behaviours and technical skills. You will not receive a score for your employment history, it is used to add context to your behaviours and technical skills.
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, behaviours/technical statements contains any personal details your application will be withdrawn.
Sift dates to be confirmed.
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 following Behaviours and Technical Skills:
+ Managing a Quality Service
+ Communicating & Influencing
+ Operational Management
+ Customer Services Management
Interviews will take place from late-November 2024. Interview dates to be confirmed.
Further information:
Find out more about Working for DWP
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 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.

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.

Alongside your salary of £29,500, Department for Work and Pensions contributes £8,546 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Alongside your salary, the Department for Work and Pensions contributes 28.97% 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 23 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.
Please note that the pay award decision is still pending and has not yet to be finalised. We will provide an update as soon as a decision has been made.