Senior IT Service Manager

As a Senior IT Service Manager, you are responsible for ensuring value and quality is achieved for the end-to-end technology solution, support service and/or user experience of a digital Product/Service. You are responsible for defining and managing mechanisms such as service level agreements (SLAs) and operational level agreements (OLAs) to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions. Manage the contractual delivery between Digital and third party suppliers, monitoring compliance against SLAs and OLAs, through regular performance reporting, monitoring service level infractions, trend and forecasting analyses and developing new SLAs and metrics to inform service demand and quality. You drive analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions. 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. In addition, you undertake standard service management duties eg - incident management, problem management. You will have line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation. The successful applicant will become a member of the DWP Digital IT Service Management community, with opportunities for personal and professional development. Candidates are encouraged to apply for the post if:

• They hold the ITIL 4 certification.
• They have experience/knowledge of Notification and/or Document Repository services.
The post also needs to cover both in and out of hours Major Incident support On Call on a rota basis 24/7 for which full training will be provided.
• 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.