Lead IT Service Manager

Government Recruitment Service; Newcastle upon Tyne; On-site; GBP 50,000 - 70,000; Full time

Job summary

A government agency in the United Kingdom is looking for a Lead IT Service Manager to oversee the migration from legacy systems to strategic solutions. The role involves managing stakeholder relationships, leading a team, and ensuring service continuity while enhancing customer experience. Strong communication and technical direction skills are essential. This position offers a critical opportunity to shape the integration of services within a major governmental organization.

Qualifications

• Proven experience managing IT service transitions.
• Ability to lead a collaborative team.
• Experience in incident management and service continuity.

Responsibilities

• Drive the migration of legacy products to strategic solutions.
• Coordinate transitions with government departments and partners.
• Lead a team to ensure delivery capability across products.

Skills

Strong stakeholder engagement

Technical direction

Service management policies

Problem resolution

Job description

Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.

As Lead IT Service Manager, you will be responsible for driving the migration of DWP Digital Integration customers from legacy products to strategic solutions, or overseeing their decommissioning. You will define and lead the migration strategy, ensuring minimal disruption to live services and effective collaboration with Application Support and Integration Live Service teams.

You will coordinate service transitions with Other Government Departments and external partners, managing resources across projects, service teams, and suppliers. Strong stakeholder engagement and communication will be key to success.

In this role, you will proactively identify and resolve issues, presenting informed options to Product and Senior Product Owners. You will lead a small team, providing technical direction and acting as an escalation point to ensure delivery capability across Integration’s legacy products.

Additionally, you will contribute to service management improvements across the wider Digital Group, manage the Integration Delivery pipeline, and ensure maintenance and patching activities are appropriately handled, escalating risks where necessary.

In your role as Lead IT Service Manager, you will play a pivotal part in overseeing and delivering the following key responsibilities:

• Lead the safe retirement of legacy products and implementation of new strategic services, ensuring alignment with business outcomes and user needs.
• Build trusted relationships with stakeholders and partners to ensure seamless integration of end-to-end service performance and availability, enabling Digital to meet service objectives.
• Ensure safe integration of releases and changes into live, minimising disruption and enhancing customer experience.
• Drive focused interventions to support successful integration of products and services across the portfolio.
• Act as escalation lead for the integration product/service portfolio. Manage relationships, facilitate decision-making at the appropriate level, and use data to support resolution pathways.
• Provide input into the analysis and resolution of major incidents. Engage stakeholders in technical and business calls, validate incident reviews, and ensure effective communication during major business events.
• Develop, maintain, and test IT Service Continuity Management and IT Disaster Recovery plans in line with policy. Invoke recovery processes when required to reduce business risk and ensure service restoration.
• Ensure robust service support processes (incident, problem, change management) are in place and continuously improved.
• Ensure compliance with Service Management policies and procedures. Assure governance across risk and security management.
• Lead a collaborative team working with product teams and stakeholders to identify and fulfil security requirements and manage risks according to agreed priorities.
• Promote a culture of continuous learning and development. Be approachable, inclusive, and open to new ideas, supporting colleagues to reach their full potential.
• Ensure that maintenance, fixes and patching across the integration products is prioritised in the various agile squads.