Network Product and Service Owner

Government Recruitment Service; Belfast; On-site; GBP 60,000 - 80,000; Full time

Job summary

A government agency in Belfast is seeking experienced Service and Product Managers to oversee daily operations and improvements of network services. The role involves managing incident and problem management processes, collaborating with engineers, and ensuring compliance with ITIL best practices. Ideal candidates will have a robust understanding of IT environments and the ability to drive performance enhancements to ensure service delivery across the UK. Apply today to contribute to vital services supporting over 800 sites nationwide.

Qualifications

• Experience in service management within a large-scale organisation.
• Excellent understanding of IT products and services.
• Ability to deliver successful outcomes in a fast-paced environment.

Responsibilities

• Support engineers using Incident and Problem Management processes.
• Manage supplier cases ensuring incident resolution.
• Analyse data to improve performance and drive service enhancements.
• Lead and manage change processes collaborating with engineers.
• Produce performance reports to enhance network health.
• Track and manage network assets, maintaining documentation.

Skills

Service and Product management

Incident Management

Change Management

Problem Management

ServiceNow

Data Analysis

Stakeholder Engagement

Network Troubleshooting

Job description

Do you excel in service management within a large-scale organisation and have experience of supporting a range of IT products and services?

If you can effectively operate in a fast paced, challenging environment, delivering successful outcomes and working with a complex network of internal and external stakeholders then this may be the role for you.

We are looking for experienced proactive Service and Product managers, who can confidently lead a workstream and have the requisite experience in incident, change and problem management along with a good working knowledge of Service Now and the ability to continually improve Products.

Our key areas of responsibility are to provide support to our engineering colleagues, ensuring that a robust and resilient infrastructure is maintained. This specific role within our Site Services team will be responsible for the daily support of products such as Wi‑Fi, WAN, SD WAN and LAN. You will play a key part in managing service operations, driving continuous improvement, and ensuring alignment with ITIL best practices, ensuring that Service Performance Targets are met.

If this sounds like you, apply today!

DWP Infrastructure Services (Networks) is responsible for managing a range of Network Services and Products. Working in collaboration with a range of partners, stakeholders and suppliers we ensure the operational stability, availability and quality of DWP Networks. These Networks are fundamental to the successful delivery of DWP services to citizens across the UK (800+ sites).

You would be required to demonstrate an excellent understanding of your products and services utilising a number of systems and tools to support the effective management and performance of the Network.

Daily Responsibilities

• Support engineers using Incident and Problem Management processes, including high‑priority cases, stakeholder engagement, and proactive resolution.
• Manage supplier cases end-to-end, ensuring incident resolution and root cause analysis; assist project teams with network troubleshooting and support.
• Analyse complex data to improve performance, identify root causes, prevent incidents, and drive service enhancements.
• Lead and manage change processes, collaborating closely with engineers.
• Produce and maintain performance reports (e.g., capacity) to enhance network health and user experience.
• Build strong relationships across Network Services, balancing competing priorities.
• Track and manage network assets, maintaining documentation via CMDB.
• Ensure products/services meet security standards and manage vulnerabilities with internal engineers and security experts.
• Contribute to the Network Digital roadmap and manage product lifecycles from setup to end of life.
• Maintain operational risk registers, ensuring mitigation plans are in place.
• Support onboarding of new products/services, including process and communication development.
• Create and review service management documentation (processes, guidance, instructions).
• Assist product teams with financial oversight, ensuring value for money.
• Work with vendors to ensure compliance and refresh contracts as needed.