Senior IT Service Manager

Department for Work and Pensions (DWP); Blackpool; Hybrid; GBP 42,000 - 50,000; Part time

Job summary

The Department for Work and Pensions (DWP) is seeking a Senior IT Service Manager to lead the Working Age Product Support team. This role involves managing IT services, ensuring quality solutions, and improving service delivery while maintaining user satisfaction. Join a respected team where you will contribute significantly to business-critical products and services, with line management responsibilities included.

Benefits

Generous annual leave of at least 25 days

Interest-free season ticket loans for travel

Employee Assistance Programme for wellbeing

Funded learning and development opportunities

Support for work-life balance including flexible hours

Qualifications

• Demonstrable experience in IT Service Management at an enterprise level.
• Knowledge of ITIL frameworks.
• Proven experience leading a small team.

Responsibilities

• Ensure effective management of service issues and prioritize incidents.
• Develop and maintain service management support collateral.
• Drive opportunities for continual improvement.

Skills

Service Management

Problem Management

Knowledge Management

Continual Improvement

Stakeholder Management

Job description

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This role will be located at the following location; Blackpool. Please find further information on the Corporate hub locations here.

Job Summary

DWP Digital has a vacancy for a Senior IT Service Manager within the Working Age Product Support team.

The Product Support team deliver, maintain and test up to 40 Working Age and Health services through Incident Problem, Knowledge and Change Management. Our vision is to be leaders in Service Management using ITIL principles, delivering excellent service standards through innovation and continual improvement. At the forefront of our work is our customers, supporting the business to make the right payments to the right people at the right time, whilst maintaining our other business supporting services.

The successful candidate will be responsible for the support of a wide range of IT services and technologies which vary in scale, age and criticality.

This is an exciting opportunity to become part of a highly respected Service Management team working in a fast-paced environment, supporting business critical products and services.

The role also involves line management responsibility.

Job Description

As a senior IT Service Manager, you are responsible for ensuring quality is achieved for the end-to-end technology solution, support services and user experience of a Product/Service. In addition you will have line management responsibilities. Your role includes:

• Ensuring effective management of issues raised on all channels, engaging with colleagues and support teams where required to make sure the resulting Incidents/Tickets, queries, are handled using appropriate prioritisation, agreed processes, procedures and policies and ensuring end user satisfaction.
• Ensuring effective management of Problems/issues through monitoring of patterns and trends and understanding business impacts. Engaging with colleagues and support teams where necessary, supporting analysis to identify appropriate prioritisation, contributing to Knowledge Management, Problem Management and solution identification where required, ensuring adherence to agreed processes, procedures and policies.
• Participating in investigation of Major Incidents, Engaging with Business or undertaking analysis to validate issues or proposals. When required, contribute to technical and business calls, to the review and validation of Post Incident Reviews and Major Incident Closure Reports. Support production of communications for major Business events.
• Providing direction for the monitoring and reporting of service metrics that define expected service quality and performance. Validation of trends, service level achievements and performance reports identifying product performance and efficiency of support activities.
• Identifying and explore opportunities for Continual Improvement, driving engagement with managers and stakeholders to analyse, prioritise, agree and where required, implement opportunities to optimise and deliver service improvements that support Business outcomes.
• Developing and maintaining Service Management support collateral required to deliver Business outcomes relevant to portfolio (e.g. Calendars of Known events, Service Impact matrices).
• Encouraging and supporting colleagues to achieve their full potential, supporting the creation of culture of continuous learning and development. Identify personal and team learning opportunities ensuring development objectives are set and achieved to ensure delivery of current and future work.
  
  

Responsibilities

As a senior IT Service Manager, you are responsible for ensuring quality is achieved for the end-to-end technology solution, support services and user experience of a Product/Service. In addition you will have line management responsibilities. Your role includes:

• Ensuring effective management of issues raised on all channels, engaging with colleagues and support teams where required to make sure the resulting Incidents/Tickets, queries, are handled using appropriate prioritisation, agreed processes, procedures and policies and ensuring end user satisfaction.
• Ensuring effective management of Problems/issues through monitoring of patterns and trends and understanding business impacts. Engaging with colleagues and support teams where necessary, supporting analysis to identify appropriate prioritisation, contributing to Knowledge Management, Problem Management and solution identification where required, ensuring adherence to agreed processes, procedures and policies.
• Participating in investigation of Major Incidents, Engaging with Business or undertaking analysis to validate issues or proposals. When required, contribute to technical and business calls, to the review and validation of Post Incident Reviews and Major Incident Closure Reports. Support production of communications for major Business events.
• Providing direction for the monitoring and reporting of service metrics that define expected service quality and performance. Validation of trends, service level achievements and performance reports identifying product performance and efficiency of support activities.
• Identifying and explore opportunities for Continual Improvement, driving engagement with managers and stakeholders to analyse, prioritise, agree and where required, implement opportunities to optimise and deliver service improvements that support Business outcomes.
• Developing and maintaining Service Management support collateral required to deliver Business outcomes relevant to portfolio (e.g. Calendars of Known events, Service Impact matrices).
• Encouraging and supporting colleagues to achieve their full potential, supporting the creation of culture of continuous learning and development. Identify personal and team learning opportunities ensuring development objectives are set and achieved to ensure delivery of current and future work.
  
  

Person specification

When Giving Details In Your Employment History And Personal Statement You Should Highlight Your Experience In Line With Essential Criteria Below

• Demonstrable experience of independently supporting and maintaining Products and Services.
• Previous experience of IT Service Management at an enterprise level.
• Proven track record of implementation, negotiation and delivery with stakeholders at all levels.
• Knowledge of a Service Management Framework e.g. ITIL.
• Demonstrable experience of identifying and exploring opportunities for Continual Service Improvement.
• Proven experience of leading a small team to deliver IT service excellence.
  
  

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

Alongside your salary of £42,614, Department for Work and Pensions contributes £12,345 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 25 days 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

Stage 1: Application

Your Application Will Consist Of Three 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 based on the essential criteria.
• Personal statement - up to 1000 words. This statement should be used to provide examples of how you meet the essential criteria listed in the Person specification.
  
  

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

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

You will be provided with one combined overall assessment score for both your CV and Personal Statement.

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

Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign.

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 contains 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 in the essential criteria.

Interviews will take place from the end of July 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.

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 : Michael Coombs
• 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/.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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