Lead IT Service Manager

Learning People; Manchester; Hybrid; GBP 72,000 - 84,000; Full time

Job summary

A government department in Manchester is seeking a Lead IT Service Manager to oversee Desktop environments and lead live support teams. This role involves ensuring high service quality, implementing automation, and developing performance dashboards. The ideal candidate should have experience in IT service management and a degree in a relevant field. The position offers a salary of £72,664 and a comprehensive benefits package that supports work-life balance.

Benefits

Flexible working patterns

Generous annual leave

Career development and training

Health and wellbeing support

Inclusive environment

Qualifications

• Experience in leading live support teams delivering IT products and services.
• Experience in Desktop technologies in a large enterprise environment.
• Confident leader able to coordinate teams.

Responsibilities

• Lead Desktop team providing live support across all services.
• Develop performance management model for new service.
• Accountable for processes and standards for support of Desktop environments.

Skills

Service Management

Education

Bachelor's degree in Computer Science, Business Administration, Operations Management, Data Analytics, or related field

ITIL 4 certification

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Description
Do you have experience in leading live support teams to deliver high performing IT products and services?

Do you have experience in Desktop technologies in a large enterprise environment?

Are you a confident leader with ability to co-ordinate teams of engineers and process owners in maintaining end to end service?

This could be the role for you.

In DWP Digital, our Lead IT Service Managers are responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. They are passionate about the performance of our live service.

You will take the lead within the Desktop team to provide live support across all our services; Specifically leading our new environments team you will play a critical role in developing an enhanced performance management model for this new service.

You will work closely with our talented engineering community and Product Owners to ensure our services are maintained and secure.

You will oversee the well-being of all our live services including performance, patching, finops and resilience.

In this Service Management role, you will be accountable for all processes and standards for end-to-end support and well-being of our Desktop environments, ranging from Dev and Test, into our System Integration environment and out into production. You will work with teams across Digital technology functions to ensure service quality and end-user satisfaction are maintained.

In addition, you will lead a team ensuring adequate resources and capability are in place to deliver outcomes for our users and customers.

You will be part of the Desktop Leadership Team with a wider responsibility on helping lead the Desktop Environments Function.

Job description

• Analyse current Service operations and identify areas for improvement using data analytics and performance metrics.
• Streamline processes to reduce costs, increase productivity and enhance quality.
• Implement automation tools and intelligent systems to optimize workflows.
• Develop and maintain performance dashboards to monitor KPIs.
• Utilise predictive analytics to anticipate challenges and opportunities.
• Provide actionable insights to senior leadership to support strategic planning.
• Evaluate and integrate intelligent performance systems, such as AI-powered platforms and machine learning tools.
• Ensure seamless implementation and user training for new technologies.
• Monitor the effectiveness of technology solutions and suggest upgrades as needed.

While not essential, the following qualifications would be beneficial when starting the role:

• A bachelor's degree in Computer Science, Business Administration, Operations Management, Data Analytics, or a related field.
• ITIL 4 certification.

Person specification

See selection process for further details.

If you would like to learn more about the role, please contact [e-mail].

Technical skills

We'll assess you against these technical skills during the selection process:

• Service Management

Benefits

Alongside your salary of £72,664, Department for Work and Pensions contributes £21,050 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We also have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave - at least 25days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year's continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more.

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Salary Information

New entrants to the Civil Service will join on band minimum.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion may move to the bottom of the grade pay scale or 10% increase in salary whichever would be the greater.