IT Service Manager

Government Recruitment Service; Newcastle upon Tyne; On-site; GBP 45,000 - 60,000; Full time

Job summary

A public sector agency is seeking an IT Service Manager to oversee The Garage service, ensuring high-quality technology solutions and user satisfaction. The role involves managing day-to-day operations, leading cross-functional teams, and driving continuous improvement initiatives. Ideal candidates will have strong leadership skills and experience in IT service management. This position is based in Newcastle upon Tyne and offers an opportunity to influence digital transformation efforts.

Qualifications

• Proven experience in IT service management and delivery.
• Understanding of digital transformation services and tools.
• Ability to lead cross-functional teams and projects.

Responsibilities

• Manage day-to-day running of The Garage service.
• Ensure quality of technology solutions and user experience.
• Oversee issue management and continuous improvement processes.

Skills

Leadership

Issue management

Continuous improvement

DevOps practices

User experience management

Job description

Can you deliver and ultimately manage safe, secure, reliable and performant services in-line with wider Digital objectives and programmes of work?

Would you want to become an IT Service Manager for the already established and business critical digital service, The Garage?

The Garage is an established delivery unit, providing DWP with a range of digital transformation and automation capabilities including but not limited to Robotics Process Automation, Computer Vision, Optical Character Recognition (OCR), Natural Language Processing, Machine Learning, Generative AI and Deep Learning for Digital and Operational colleagues to support, enable, enhance and/or accelerate digital and service transformation.

To date, The Garage has developed and deployed over 80 solutions that have processed over 70 million transactions. Recognised as a government leader in intelligent automation, The Garage is also acknowledged as leading the way across industry.

We have an opportunity available for an engaging leader to help the Cross-Boundary Team (CBT) within Digital Services in the day to day running of this critical service.

Join us working and leading on some of the largest IT environments in the Civil Service.

As an 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.

As a member of The Garage Service management team, you will be responsible for the day to day running and service management of The Garage service.

As part of this service, you will work alongside the following multi-disciplined teams:

• DevOps, Site Reliability Engineers (SRE) and Infrastructure engineers
• Data engineering team
• The Robotics Operations Centre (RPA Application and Software Engineering Developers)
• Test engineers
• Scrum/build teams

You will be responsible for:

• Ensure own knowledge of Product/Service is updated as change is released. Contribute to pre and post release activities to ensure new and changed Products/Services are sufficiently and safely supported into Live service.
• Ensuring all change is managed in accordance with appropriate governance including where required, communication and implementation of change.
• Ensure effective management of issues raised on all channels. Progressing the resulting Incidents/Tickets, queries, using appropriate prioritisation, agreed processes, procedures and policies, and ensuring referral to relevant resolver groups for resolution where required.
• Apply insight from issues, Incidents, Problems and processes to identify and explore opportunities for Continual Improvement, to optimise current processes and technology.
• Management of Problems/issues through monitoring of patterns and trends, understanding business impacts. Supporting analysis to identify appropriate prioritisation, contributing to Knowledge Management, Problem Management, and solution identification where required, using agreed processes, procedures, and policies.
• Ensure delivery of high quality support for all end users, understanding the business impact, supporting resolution of Incidents/Tickets, issues and queries. Manage resulting end user communication and expectations, ensuring end-users are satisfied in using and accessing the Product/Service.