Senior IT Manager

DWP Digital; Blackpool; Hybrid; GBP 43,000; Full time

Job summary

DWP Digital is seeking a Senior IT Manager to oversee service delivery within a hybrid working model. This role involves managing tech solutions that enhance customer interactions and ensuring compliance with service levels across various projects and teams. Join a leading department that impacts millions daily.

Benefits

28.97% employer pension contributions

26-31 days holiday

Flexible working hours and policies

Professional development opportunities

Time off volunteering and charitable giving

Qualifications

• Proven experience of delivering high standards of customer service.
• Experience in IT Service Management (e.g., ITIL).
• Ability to deliver confident leadership.
• Experience in budgetary financial management.

Responsibilities

• Responsible for ensuring quality of technology solutions.
• Manage contractual delivery with third-party suppliers.
• Monitor compliance against SLAs.
• Line management responsibilities including setting objectives.

Skills

Customer Service

IT Service Management

Leadership

Digital Products and Services

Financial Management

Job description

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Base pay range

Direct message the job poster from DWP Digital

Tech Talent Acquisition Partner at DWP Digital

Senior IT Service Manager

Paying £42,614, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.

DWP. Digital with Purpose.

We are looking for a Senior IT Manager to join our Digital Channels supporting and leading on Live Service for DWP.

Our 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, the problems we have to solve are rich and complex, and our purpose is unique. We'd love you to join us.

What skills, knowledge and experience will you need?

• Proven experience of delivering a consistently high standard of customer service internally and/or externally unaided by identifying clear pathways for resolution and engagement with relevant stakeholders to successfully manage and resolve issues arising.
• Demonstrable experience of IT Service Management eg including knowledge of a Service Management Framework e.g. ITIL
• Proven ability to demonstrate detailed knowledge and understanding of Digital Products and Services including independently supporting and maintaining Products and Services and presenting Management Information making recommendations as appropriate.
• Demonstrable experience in forecasting and financial management of budgetary spend.
• Ability to deliver confident and clear leadership with the ability to implement and translate strategy into action.

You and your role

This role is part of our Digital Channels team. We're responsible for things like robotics, document management and DWP's next gen contact centres, so our team is at the forefront of key DWP customer touchpoints. Our work will help improve the experience of interacting with DWP for millions of people.

As a Senior IT Manager you will be responsible for ensuring that value and quality is achieved for the end-to-end technology solutions associated with these areas.

You will manage the contractual delivery between Digital and third-party suppliers, monitoring compliance against SLAs and OLAs, through regular performance reporting, monitoring service level infractions and trends.

You will have some line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation.

Location: You'll join us in one of our brilliant digital hub in Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne, Sheffield, whichever is most convenient for you.

Hybrid Working: We work a hybrid model - you'll spend some time working at home and sometime collaborating face to face in a hub.

Pay: We offer pay of £42,614.

Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £12,345 per year.

Holidays: A generous leave package starting at 26 days and rising to 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:

• An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)
• Flexible working including flexible hours and flex-friendly policies
• 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
• Sports and social activities
• Professional development, coaching, mentoring and career progression opportunities.

Process:

We know your time is valuable, so our application and selection process is just two stages:

• Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through.
• Interview: a single stage interview online.

CLICK APPLY for more information and to start your application.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering, Information Technology, and Management

• Industries

  Technology, Information and Media

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