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Senior IT Service Manager

DWP Digital, Newcastle upon Tyne

Senior IT Service Manager

Salary not available. View on company website.

DWP Digital, Newcastle upon Tyne

  • Part time
  • Permanent
  • Remote working

Posted today, 19 Nov | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: c95934b38f08435baf9fa0b93cfa2786

Full Job Description

  • Manage and lead the performance of the Products/Services within their remit ensuring alignment to customer expectations and defined targets, and that relevant support functions remain responsive to customer needs.
  • Responsible for leading day-to-day live service support centred on operational running of Products/Services.
  • Oversee day to day activities of junior members of the team and delegate administrative tasks relating to Service Management processes and the wider team.
  • Establish and manage a programme of continual service improvements across the wider support team, ensuring these are aligned to quality management, problem management and resolution profiles, risk management, security policies and procedures, etc. and the identified actions to maintain or improve levels of service are implemented.
  • Ensure Products/Services are delivered to agreed processes and policies.
  • Ensure new and changed Products/Services are sufficiently and safely supported into live service whilst meeting the expectations of customers and service management standards.
  • Provide high quality initial support for all end users, understanding and trying to resolve user issues and queries.
  • Understand user needs and make an initial assessment on the impact/urgency of requests and incidents
  • Ensure effective management of issues raised on all channels and handle the resulting incidents using agreed incident management processes, procedures and policies., 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and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn.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

    When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:
  • Lead criterion- Previous experience of IT Service Management within standards of a recognised ITSM framework such as ITIL v4.
  • Proven track record of negotiation skills which deliver exceptional customer satisfaction to internal and external stakeholders at all levels.
  • Extensive experience of implementation, maintenance and service delivery of digital products and services in a (enterprise level) digital environment.
  • Ability to work independently and unaided to a high degree of accuracy/detail and create/provide management information, forecasting and financial management of budgetary spend control.
  • An initial sift may be conducted using the lead criterion stated above. Candidates who pass the initial sift will progress to a full sift.

    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 (prorata 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 years 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 Womens 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.

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