IT Service Manager

DWP; Stafford; Hybrid; GBP 39,000 - 46,000; Full time

Benefits offered by this job

Time off volunteering

I Can Be Me in DWP

Discounts and savings

Interest-free loans for bike/season-tk

Professional development and mentoring

Job summary

DWP Digital is seeking an IT Service Manager to support and enhance the Management Information platform used organisation-wide. You will manage incident, request, access and change activities, ensuring governance and high service performance, while coordinating with users and suppliers to deliver improvements.

The role offers hybrid working and a competitive civil service package, including a strong pension and generous holidays.

Qualifications

• Knowledge of ITIL and service management practices (incident, problem, change and release).
• Experience supporting and maintaining IT products and services incl. ServiceNow, user access and Power BI.
• Experience collaborating 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 SLTs are achieved.

Responsibilities

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

Skills

ITIL knowledge

Incident management

ServiceNow

Power BI

Stakeholder collaboration

Continuous improvement

Change & release management

Delivering IT services

Tools

ServiceNow

Power BI

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:

1. Apply: complete your application on Civil Service Jobs.
2. Interview: A single stage interview online.