IT Service Manager

DWP; Newcastle upon Tyne; Hybrid; GBP 33,000 - 45,000; Full time

Benefits offered by this job

Hybrid work model

Generous Civil Service pension

Holidays 24–31 days

Flexi-time up to 3 extra days/month

Professional development opportunities

Job summary

DWP Digital is seeking an IT Service Manager to support and enhance the organisation's strategic Management Information platform used by thousands of colleagues daily. You will lead day-to-day service operations, including incident, access and change management, ensuring value delivery and high performance across a diverse MI product portfolio.

Hybrid working is offered (40% home, 60% hub). You will coordinate with users, stakeholders and suppliers to drive improvements, maintain SLAs and uphold

Qualifications

• Experience supporting and maintaining IT products and services, including ServiceNow, user access, incident management and Power BI.
• Knowledge of ITIL and service management practices, including incident, problem, change and release management.
• Experience working collaboratively with stakeholders, users and suppliers in complex environments.
• Understanding of delivering effective IT services and driving continuous improvement.
• Experience improving products, services and processes, coordinating resources and delivery activities.
• Maintaining high service standards and ensuring service level targets are consistently achieved.

Responsibilities

• Oversee day-to-day service operations including incident, request, access and change management activities.
• Ensure processes are followed and governance requirements are met.
• Monitor and report service performance; drive improvements across the MI platform.
• Collaborate with users, stakeholders and suppliers to coordinate activity and resolve issues.

Skills

ServiceNow

Power BI

Incident management

ITIL

Stakeholder collaboration

Continuous improvement

Service levels

Job description

DWP. Digital with Purpose.

Join DWP Digital and help support a strategic Management Information platform that enables thousands of colleagues across the organisation to make informed, data-driven decisions every day.

Our DWP Digital 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, and our purpose is unique. We'd love you to join us.

What skills, knowledge and experience will you need?

• Experience supporting and maintaining IT products and services, including ServiceNow, user access, incident management and Power BI.
• Knowledge of ITIL and service management practices, including incident, problem, change and release management.
• Experience working collaboratively with stakeholders, users and suppliers in complex environments.
• Understanding of delivering effective IT services and driving continuous improvement.
• Experience improving products, services and processes, coordinating resources and delivery activities.
• Maintaining high service standards and ensuring service level targets are consistently achieved.

You and your role

As an IT Service Manager, you'll play a key role in supporting and enhancing DWP's strategic Management Information (MI) platform. Used by thousands of colleagues across the organisation, the platform provides critical insight that helps inform decision-making and improve services.

You'll be responsible for ensuring services are delivered effectively, remain responsive to user needs, and continue to provide value. Working across a diverse portfolio of MI products, you'll help maintain a reliable and high-performing service.

The role includes overseeing day-to-day service operations, including incident, request, access and change management activities. You'll make processes are followed, governance requirements are met, and service performance is monitored and reported effectively.

You'll work collaboratively with users, stakeholders, and suppliers, to coordinate activity, manage service impacts, resolve issues, and support the delivery of service improvements across the platform.

Details. Wages. Perks.

Hybrid Working: We work a hybrid model - you'll spend some time working at home (40%) and some time collaborating face to face in a hub (60%).

Pay: We offer competitive pay for this role of £38,772

Pension: You'll get a brilliant civil service pension with employer contributions of 28.97%, worth over £11,232 per year.

Holidays: A generous leave package starting at 24 days rising to 26 days after one year and 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:

• 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.

And we have an award-winning environment and culture:

• DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards
• Diverse and Inclusive Leadership at Digital Leaders Awards 2024
• Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025
• Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards

Process

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