Senior IT Service Manager

This is an important service manager role in the User Support Services - Service Request & Fulfilment Management team within DWP Digital. The team is responsible for the provision of a Request Management service where users of DWP equipment, systems and applications can easily and efficiently find, order and receive the IT services that they need to perform their roles. There are currently over 600 catalogue items available to order with approximately 70,000 requests made each month. The role is important as there is an ongoing need to introduce new services, maintain and retire existing services and continually improve the user experience of ordering IT services. Without an effective means to order and obtain these services DWP colleagues wouldn't be able to effectively undertake their roles. The post holder will be responsible and accountable for working collaboratively with colleagues in DWP Digital and across the DWP business to ensure that the required catalogue items are developed, deployed and maintained in line with the relevant policies, procedures, standards and agreements. DWP uses ServiceNow as its service management platform and the post holder will be required to take the lead in catalogue item requirements gathering, development and administration within that platform. The post holder will need to work collaboratively within the team, allocating and managing work within the team on a daily basis. As you would expect in an IT environment there is a high volume of change that drives a continuous pipeline of demand, which needs to be delivered at pace in line with scheduled platform release cycles. Responsibilities include:

• Creating, strengthening, and owning stakeholder relationships to ensure catalogue items are effectively developed, maintained and improved, in a timely, consistent, user-centric manner and in line with relevant standards.
• Creating, strengthening, and owning stakeholder relationships with Service and Product Owners, ensuring that catalogue items have identified owners who understand and undertake their responsibilities in terms of fulfilment, maintenance and improvement.
• Working proactively across stakeholder groups to identify changes that could impact existing request services or those under development. In such cases work with stakeholders to identify and agree solutions to any issues.
• Developing and maintaining relevant request related MI/Dashboards in ServiceNow and proactively using these with stakeholders to manage and improve the request service, in terms of both user satisfaction and fulfilment performance measures.
• Owning and co-ordinating analysis and resolution of complex issues seeking support from, or escalating to, relevant stakeholders.
• Continuous improvement of all Service Request Management processes to maintain successful outcomes.
• People and team engagement, including line management to ensure performance and development needs and opportunities are identified and met, as well as ensuring that delivery commitments are met.
  
  Disability Confident
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