Lead IT Service Manager

Manchester Digital; Manchester; Hybrid; GBP 68,000 - 81,000; Full time

Job summary

A leading UK government department is seeking a Lead IT Service Manager in Manchester. This role involves overseeing service delivery, incident management, and mentoring team members. The position offers a hybrid working model with up to £80,267 in salary and excellent benefits including a civil service pension and generous leave package.

Benefits

Civil service pension with employer contributions

Competitive pay

Generous leave package starting at 26 days

Flexi-time with up to 3 extra days off a month

Responsibilities

• Oversee end-to-end service delivery and manage SLAs.
• Lead incident and problem management activities.
• Guide team to deliver high-quality support.
• Mentor team members and manage stakeholders.
• Support out-of-hours incident response as part of a rota.

Skills

Service Leadership Through Change

Performance-Driven Delivery

Stakeholder & Supplier Engagement

Environment Management

Technology Integration

Job description

As a Lead IT Service Manager, you'll oversee end-to-end service delivery, covering technology, support, and user experience. You'll manage SLAs, lead incident and problem management, and guide your team to deliver high-quality support. You'll also mentor others, manage stakeholders, and support out-of-hours incident response as part of a rota.

Pay up to £80,267, plus 28.9% employer pension contributions, hybrid working with 60% home working, flexible hours, and great work life balance.

DWP. Digital with Purpose.

DWP is the UK's largest government department. We help people into work, and make payments worth over £195bn a year to support some of the most vulnerable people in our society.

We are looking for a Lead IT Service Manager to join our community of tech experts in DWP Digital. We're driving a once-in-a-generation transformation of government services.

We're using fresh ideas and leading‑edge technologies to build and maintain innovative, scalable and user‑centric digital solutions that will be used by nearly every person in the UK, at key moments in their lives.

The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

Delivery. Work. Projects.

As a Lead IT Service Manager you'll be responsible for the end-to-end performance of digital products and services, covering technology, support and user experience. You'll define and manage service level agreements, drive resolution of complex issues, and ensure services meet business and user needs.

In this role, you'll lead service management activities including incident and problem management, service design and transition, and continuous improvement. You'll manage stakeholder relationships, support live service operations, and guide your team to deliver high-quality support.

You'll also have line management responsibilities, supporting the development of others and acting as a point of escalation. As part of our IT Service Management community, you'll have access to professional development opportunities and be expected to participate in a rota for out-of-hours major incident support.

What skills, knowledge and experience will you need?

• Service Leadership Through Change – You can lead multi-functional IT service teams through significant change or incident management, making strategic decisions, communicating effectively, and delivering measurable service improvements.
• Performance-Driven Delivery – You can use performance data and analytics to drive improvements in desktop service delivery, applying relevant tools and techniques to achieve tangible impact.
• Stakeholder & Supplier Engagement – You can build and maintain strong relationships with senior stakeholders and suppliers, managing conflicting priorities to meet service goals.
• Environment Management – You can coordinate across Dev, Test, SI, and Live environments, identifying and mitigating risks associated with deployment and integration.
• Technology Integration – You can implement and integrate emerging technologies such as Intune, Windows 365, and AI/ML into live service operations, overcoming adoption challenges and ensuring smooth transitions.

Details. Wages. Perks.

You'll join us in one of our brilliant digital hubs in Blackpool or Manchester, whichever you prefer.

We also have all the tools and tech we need to enable our people to work and collaborate flexibly. We work a hybrid model – you'll be in the office about 60% of the time, and 40% home working.

We offer competitive pay of up to £80,267.

You'll also get a brilliant civil service pension with employer contributions worth over 28.9%, and a generous leave package starting at 26 days.

You can also take up to 3 extra days off a month on flexi-time.