IT Service Manager

Department for Work and Pensions (DWP); Newcastle upon Tyne; Hybrid; GBP 37,000 - 44,000; Full time

Job summary

Join a leading government department as an IT Service Manager in Newcastle. This role focuses on service management, incident resolution, and stakeholder collaboration, ensuring high service levels and continuous improvement. The successful candidate will work closely with technical teams and support various operational initiatives while enjoying flexible working arrangements and a competitive salary.

Benefits

Flexible working

Generous leave

Health and wellbeing support

Development opportunities

Qualifications

• Experience with CRM platforms, troubleshooting, and communication skills.
• Leadership in delivering IT service excellence.
• Incident analysis and trend reporting.

Responsibilities

• Investigating and resolving technology and procedural issues.
• Providing quality service to end users and resolving queries.
• Supporting Business Transformation initiatives and process improvements.

Skills

Communication

Leadership

Customer Service

Tools

Oracle Siebel

Elasticsearch

ITIL

Job description

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This role will be located in Newcastle-upon-Tyne. Please find further information on the Corporate hub locations here.

Job Summary

Do you enjoy working in a fast-paced IT Service Management environment, continually looking to evolve? In DWP, our IT Service Managers undertake key service management duties, managing issues, monitoring patterns, and trends.

This varied role supports Children Services, contributing to processes that align with strategic goals, working with multiple stakeholders including third parties. The focus is on maintaining high service levels and innovating for improvement.

The successful candidate will support incident management, develop relationships with Child Maintenance operations, and collaborate with technical teams to enhance services.

Job Description

Key responsibilities include:

• Investigating and resolving technology and procedural issues to ensure a positive end-user experience.
• Providing quality service to end users, resolving queries, and occasionally traveling to CMS locations. Excellent communication and relationship-building skills are essential.
• Supporting Business Transformation initiatives, delivering process improvements, and supporting new services within the Live Service environment.
• Collaborating with Service Delivery to communicate service issues clearly and promptly.
• Providing rota-based cover and out-of-hours support for planned sprints and implementations.
• Managing incident reporting, trend analysis, and service quality improvements in partnership with operations.

Person Specification

Highlight your experience related to:

• Customer Relationship Model (CRM) platforms like Oracle Siebel, troubleshooting, and communication skills.
• Leadership in delivering IT service excellence.
• Incident analysis and trend reporting.
• Customer service experience and stakeholder collaboration.
• Monitoring tools like Elasticsearch.
• ITIL or similar frameworks.

Initial sift may be based on these criteria. Successful candidates will be invited for a video interview via Teams, scheduled from early June 2025.

Additional Information

For more details, contact [e-mail]. The salary is £37,497 plus pension contributions. Benefits include flexible working, generous leave, health and wellbeing support, family policies, and development opportunities.

This role may support hybrid working arrangements, discussed upon offer.

Application Process

Applications include a personal details form, employment history, and a personal statement (up to 1000 words). Ensure all info is accurate and authentic, as applications are screened for originality.

Interview assessments will focus on the experience outlined in your application. The process includes security checks and compliance with nationality requirements.

Equality and Diversity

The Civil Service values diversity and encourages applications from underrepresented groups, including those with disabilities, neurodiversity, or other protected characteristics.

Contact

• Name: Michael Coombs
• Email: [e-mail]