IT Service Manager

DWP Digital; Newcastle upon Tyne; On-site; GBP 43,000; Full time

Job summary

A UK government department is seeking a Senior IT Service Manager in Newcastle upon Tyne. The role involves leading IT service excellence while collaborating with various stakeholders to ensure seamless service delivery. The position offers a salary of £42,614 with hybrid working and an excellent benefits package, including a civil service pension, generous holidays, and opportunities for professional development.

Benefits

28.97% employer pension contribution

Generous annual leave starting at 26 days

Flexible working hours

Professional development opportunities

Discounts on shopping and activities

Qualifications

• Experience troubleshooting with Siebel.
• Proven leadership skills in IT service delivery.
• Track record in incident analysis.
• High standard of customer service.
• Experience using Elasticsearch.
• Strong knowledge of ITIL framework.

Responsibilities

• Investigate and resolve technical and non-technical issues.
• Collaborate with caseworkers to understand queries.
• Prepare communications on service issues.

Skills

Experience with Siebel

Leadership in IT service

Incident analysis

Customer service excellence

Elasticsearch monitoring

ITIL knowledge

Job description

Job Vacancy Senior IT Service Manager

Newcastle upon Tyne

DWP Digital Published on 26/08/2025

Senior IT Service Manager

Paying £42,614, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.

DWP. Digital with Purpose.

We are looking for a Senior IT Manager to join our Children's Services team supporting and leading on Live Service for DWP.

Our teams use 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.

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.

The scale of what we do is extraordinary, the problems we have to solve are rich and complex, and our purpose is unique. We'd love you to join us.

What skills, knowledge and experience will you need?

• Demonstrable experience and understanding of Siebel with the ability to troubleshoot and identify problems, clear pathways for resolution and engagement with relevant stakeholders to successfully manage service.
• Proven experience of leading individuals and teams to deliver IT service excellence with the ability to implement and translate strategy into action together with experience supporting personal development.
• Proven track record of analysis and identification of trending incidents, and supporting queries to inform Knowledge Management Process and identify improvement opportunities.
• Demonstrable experience of delivering a consistently high standard of customer service through collaboration with key stakeholders and liaison with internal and external teams to build effective relationships and knowledge.
• Demonstrable experience of using Elasticsearch or similar monitoring tool.
• Strong working knowledge of ITIL or other service management framework equivalent.

You and your role

Our team are working on improving services that help us get money to children and the people that care for them.

As a Senior IT Service Manager you will investigate and resolve both technical and non-technical issues, including procedural, guidance, and training-related challenges, to ensure a seamless and positive experience for end users.

You'll need good communication skills and the ability to build new relationships.

As you'll work closely with caseworkers in DWP to understand and resolve their queries. This may occasionally involve travel to Child Services Business locations.

You'll work with our Service Delivery team to prepare and distribute accurate and timely communications on service issues. This includes drafting clear messages from multiple sources and tailoring language to suit different audiences.

Details. Wages. Perks.

• Location: You'll join us in our brilliant digital hub in Newcastle.
• Hybrid Working: We work a hybrid model - you'll spend some time working at home and sometime collaborating face to face in a hub.
• Pay: We offer pay of £42,614.
• Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £12,345 per year.
• Holidays: A generous leave package starting at 26 days and rising to 31 days over time.
• You can also take up to 3 extra days off a month on flexi-time. 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
• Sports and social activities
• Professional development, coaching, mentoring and career progression opportunities.