IT Service Manager

DWP Digital; Manchester; Hybrid; GBP 39,000; Full time

Job summary

A major government department in the UK is seeking an IT Service Manager. This key role involves ensuring the smooth operation of digital services that support various benefits. Applicants should have extensive experience in service management, ideally in large organizations, and a strong understanding of ITIL processes. The position offers a competitive salary of £38,772, flexible hours, and a pension contribution of 28.97%, along with numerous benefits designed to promote work-life balance.

Benefits

Employer of the Year 2023 (Women In IT Awards)

Flexible working hours

Time off for volunteering

Staff discounts and savings

Interest-free loans

Career progression opportunities

Qualifications

• Experience in large scale IT organizations.
• Ability to apply Service Management processes to Patching and Security Vulnerabilities.
• Proven experience in challenging status quo to identify process improvements.

Responsibilities

• Ensure digital services that support benefits are running smoothly.
• Coordinate repairs when issues arise with technical teams.
• Track incidents and manage problems affecting service delivery.

Skills

Service Management experience

ITIL knowledge

IT Service Continuity Management

Disaster Recovery testing

Experience with Senior Business Stakeholders

Process and continual service improvement

Job description

IT Service Manager

CAPTION: Job details

• Posting date: 28 October 2025
• Salary: £38,772 per year
• Hours: Full time
• Closing date: 27 November 2025
• Location: Manchester, Greater Manchester, M2 3LR
• Remote working: Hybrid - work remotely up to 2 days per week
• Company: DWP Digital
• Job type: Permanent
• Job reference: 434232_1761652296

Summary

ITSM

Pay of £38,772 plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.

DWP. Digital with Purpose.

We are looking for an IT Service Manager to join our community of tech experts in DWP Digital.

DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people.

We're using fresh ideas and leading-edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives.

The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

What skills, knowledge and experience will you need?

• Lead criteria – Service Management experience in large scale IT organisations, and the use of Service Management Framework Processes (e.g. ITIL) to support services.
• Knowledge of IT Service Continuity Management and IT Disaster Recovery testing in large and complex organisations.
• Knowledge of applying Service Management processes to Patching and Security Vulnerabilities activities.
• Experience in working with Senior Business Stakeholders to deliver IT service excellence.
• Experience of process and continual service improvement. This involves challenging the status quo and analysing existing processes to identify and implement opportunities for improvement.

You and your role

You'll be making sure the digital services that support Retirement, Bereavement and Care benefits are running smoothly. You'll be keeping a close eye on systems that help our agents process claims and make sure customers get the right payments without delays. When something goes wrong, you'll be the one coordinating the fix, working with technical teams, suppliers and service delivery colleagues to get things back on track quickly.

You’ll spend time talking to agents, understanding their challenges and making sure their voices are heard in digital discussions. You'll track incidents, manage problems and keep everyone updated on what's happening. You'll also help plan and manage changes to services, making sure they're done properly and don't cause disruption.

Details. Wages. Perks.

Location: Manchester, Greater Manchester, M2 3LR

Hybrid Working: We work a hybrid model – you'll spend some time working at home and some time collaborating face to face in a hub.

Pay: We offer competitive pay of £38,772

Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth over £11,000 per year.

Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexitime. You'll also get all the usual public holidays.

We have a broad benefits package built around your work-life balance which includes:

• An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)
• Flexible working including flexible hours and flex-friendly policies
• Time off volunteering and charitable giving
• Bring your authentic self to work with 'I Can Be Me in DWP'
• Discounts and savings on shopping, fun days out and more
• Interest‑free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference
• Professional development, coaching, mentoring and career progression opportunities.

Process:

We know your time is valuable, so our application and selection process are just two stages:

• Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through.
• Interview: a single stage interview online.

CLICK APPLY for more information and to start your application.

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.