IT Service Manager

In recent years in DWP we have brought our IT in-house, introduce elements such as automation and self-service to our digital services, and accelerate the adoption of public cloud. We want to build on this success with your help. In this role, as an Senior IT Service Manager you will drive analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions as part of one of the biggest IT estates in the UK. You own stakeholder relationships and make sure that Products and Services are delivering the best value for money in meeting business and user requirements and are able to offer guidance and respond effectively to queries about (for example) Product/Service design and policy. DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support some of the most vulnerable people in our society. The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us. Delivery. Work. Projects. As a Senior IT Service Manager, you will be responsible for delivering high-quality and value-driven support for digital products and services that are used by millions of people and around 100,000 DWP colleagues. Your role is all about making that service levels meet agreed targets, managing end to end service performance, and overseeing contracts with third party suppliers. You'll monitor third-party supplier compliance with SLAs through regular reporting and analysis, ensuring services meet user requirements and deliver value for money. We're hiring you because you are good at what you do, and you can make us better. You will share your data domain knowledge and experience to drive IT strategy, including defining the tools and techniques most appropriate for the environment. You will also:

• Set objectives, oversee junior team members, and delegate service management tasks, acting as a point of escalation.
• Implement ongoing service improvements aligned with quality, risk, and security standards.
• Ensure that new or updated products are smoothly integrated into live service with adequate support and meet customer expectations.
Additional Duties: On-Call Support: Provide out of hours major incident support on a 24/7 rota basis (on-call payments apply)


• Proven IT service management experience, preferably within a framework such as ITIL.
• Strong stakeholder management, with a history of successful collaboration and negotiation.
• Independent capability in managing digital products/services and reporting.
• High accuracy and attention to detail in service delivery and customer support.
• Experience in budgeting and financial forecasting.
• Knowledge of Notification and Document Repository services is beneficial
Preferred Qualification: ITIL 4 certification is encouraged for applicants. If you don't have it, don't worry, you can work towards it here as part of our commitment to learning and development.

Hybrid Work: We also have all the tools and tech we need to enable our people to work and collaborate flexibly. We work a hybrid model, with some time at home and some time in a hub with the team. Pay: We offer competitive pay from £42,614 to £45,081 Pension: You'll be eligible for a brilliant civil service pension with employer contributions of 28.97%, worth up to £13,000 a year. Holidays: You'll get a generous leave package starting at 26 days rising to 31, plus all the usual bank holidays, and the option to take extra days off on flexi leave. Our broad benefits package is built around your work-life balance and includes:
• Flexible working, flexi hours and flexi days
• Hybrid working: some time in a hub with the team, some time at home
• Family-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
• Working in an award-winning environment and culture
• Professional development, coaching, mentoring and career progression opportunities.