Lead IT Service Manager

Department for Work and Pensions (DWP); Blackpool; Hybrid; CAD 72,000 - 115,000; Full time

Job summary

The Department for Work and Pensions (DWP) is seeking a Lead IT Service Manager to oversee live support teams and deliver high-performing IT services. The role involves leading the Desktop team, enhancing performance management, and ensuring optimal operations across services in a collaborative environment. With a focus on data analytics and service management, this position requires strong leadership skills and the ability to drive continuous improvement initiatives.

Benefits

Generous annual leave

Health and wellbeing support

Funded learning and development

Flexible working patterns

Cycle to work scheme

Qualifications

• Experience in leading live support teams.
• Familiarity with Desktop technologies in large environments.
• Proficient in data analytics and performance metrics.

Responsibilities

• Analyze current service operations and suggest improvements.
• Implement automation tools to optimize workflows.
• Lead the Desktop team to ensure effective service delivery.

Skills

Leadership

Data analytics

Service Management

Performance Management

Education

Bachelor's degree in Computer Science

ITIL 4 certification

Job description

This role may be located in one of the following locations; Blackpool or Manchester.

Please find further information on the Corporate hub locations here.

Job Summary

Do you have experience in leading live support teams to deliver high performing IT products and services?

Do you have experience in Desktop technologies in a large enterprise environment?

Are you a confident leader with ability to co-ordinate teams of engineers and process owners in maintaining end to end service?

This could be the role for you.

In DWP Digital, our Lead IT Service Managers are responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. They are passionate about the performance of our live service.

You will take the lead within the Desktop team to provide live support across all our services; Specifically leading our new environments team you will play a critical role in developing an enhanced performance management model for this new service.

You will work closely with our talented engineering community and Product Owners to ensure our services are maintained and secure.

You will oversee the well-being of all our live services including performance, patching, finops and resilience.

In this Service Management role, you will be accountable for all processes and standards for end-to-end support and well-being of our Desktop environments, ranging from Dev and Test, into our System Integration environment and out into production. You will work with teams across Digital technology functions to ensure service quality and end-user satisfaction are maintained.

In addition, you will lead a team ensuring adequate resources and capability are in place to deliver outcomes for our users and customers.

You will be part of the Desktop Leadership Team with a wider responsibility on helping lead the Desktop Environments Function.

Job Description

• Analyse current Service operations and identify areas for improvement using data analytics and performance metrics.
• Streamline processes to reduce costs, increase productivity and enhance quality.
• Implement automation tools and intelligent systems to optimize workflows.
• Develop and maintain performance dashboards to monitor KPIs.
• Utilise predictive analytics to anticipate challenges and opportunities.
• Provide actionable insights to senior leadership to support strategic planning.
• Evaluate and integrate intelligent performance systems, such as AI-powered platforms and machine learning tools.
• Ensure seamless implementation and user training for new technologies.
• Monitor the effectiveness of technology solutions and suggest upgrades as needed.
  
  

While not essential, the following qualifications would be beneficial when starting the role:

• A bachelor’s degree in Computer Science, Business Administration, Operations Management, Data Analytics, or a related field.
• ITIL 4 certification.
• Analyse current Service operations and identify areas for improvement using data analytics and performance metrics.
• Streamline processes to reduce costs, increase productivity and enhance quality.
• Implement automation tools and intelligent systems to optimize workflows.
• Develop and maintain performance dashboards to monitor KPIs.
• Utilise predictive analytics to anticipate challenges and opportunities.
• Provide actionable insights to senior leadership to support strategic planning.
• Evaluate and integrate intelligent performance systems, such as AI-powered platforms and machine learning tools.
• Ensure seamless implementation and user training for new technologies.
• Monitor the effectiveness of technology solutions and suggest upgrades as needed.
  
  

While not essential, the following qualifications would be beneficial when starting the role:

• A bachelor’s degree in Computer Science, Business Administration, Operations Management, Data Analytics, or a related field.
• ITIL 4 certification.
  
  

Person specification

See selection process for further details.

If you would like to learn more about the role, please contact [e-mail].

Technical skills

We'll assess you against these technical skills during the selection process:

• Service Management
  
  

Alongside your salary of £72,664, Department for Work and Pensions contributes £21,050 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 25days 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.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

Stage 1: Application

Your Application Will Consist Of Four Parts

• A Personal Details application form.
• Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed.
• Personal statement - up to 1000 words. This statement should be used to provide examples of how you meet the essential criteria below:
• Demonstrable experience of using strong leadership and interpersonal skills to inspire and manage teams, foster a culture of continuous improvement and innovation in Performance Management along with extensive experience in building and developing effective working relationships with senior Business, Suppliers and IT managers
• Understanding of ‘Route to Live’ concepts with respect to environments and environment management (Dev/Test/Systems Integration/LIVE).
• Familiarity with existing and emerging Desktop technologies (W365, Intune) relating to IT Service Operations and Service Management (e.g. Service Now/ BMC) and AI/ML platforms and automation technologies.
• Experience in using a range of techniques in Problem-Solving, applying an analytical mindset to solve complex challenges, and using verbal and written communication techniques to present data and strategies effectively.
• Technical statement (up to 250 words). The following statement is aligned to the required technical skill of Service Management.
• Experience in a lead ITIL / ITOM Service Management role within a Desktop Environment, driving strategic vision and managing cross-functional teams to achieve operational goals.
  
  

Further details around what this will entail are listed on the application form.

The sift panel will use the information in your employment history, personal statement, and technical statement to assess your experience, skills and knowledge.

An initial sift will be conducted using the technical statement. Candidates who pass the initial sift will be progressed to a full sift.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

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, personal statement or technical statement contain any personal details your application will be withdrawn.
• We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read the DWP AI Candidate Guide to understand how you can make the best use of GenAI while ensuring your application remains authentic and effective.
  
  

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 experiences listed above.

You will be asked to do a 10 minutes presentation on a specific topic. Further details will be provided to candidates invited to interview.

Interviews will take place from mid August 2025. Interview dates to be confirmed.

Further information

Find out more about Working for DWP

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

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.

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.

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 [e-mail] 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.

Feedback

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

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.

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.

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).

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.

Contact point for applicants

Job Contact

• Name : Akhtar Ali
• Email : [e-mail]
  
  

Recruitment team

• Email : [e-mail]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here: https://careers.dwp.gov.uk/how-we-recruit/.