Senior IT Service Design Manager

DWP Digital; Blackpool; Hybrid; GBP 57,000 - 69,000; Full time

Job summary

A leading government digital unit in the UK is seeking a Senior IT Service Design Manager to lead the design of user-focused IT services. You'll work with delivery teams to apply ITIL best practices and produce critical service artefacts while driving automation. Competitive salary up to £68,205 and a generous benefits package including a pension with 28.9% contributions. The role allows for flexible remote work, offering a balanced work-life environment.

Benefits

28.9% employer pension contributions

Flexible hours

26 days of leave

Time off for volunteering

Discounts and savings on shopping

Interest-free loans for commuting

Qualifications

• Solid understanding of the ITIL framework with relevant qualifications or equivalent experience.
• Experience delivering Service Design to high standards across multiple technologies.
• Ability to engage with senior stakeholders, providing clear analysis and recommendations.

Responsibilities

• Lead on designing IT services that are reliable and user-focused.
• Collaborate with multidisciplinary teams to ensure successful service delivery.
• Produce key service artefacts and drive automation and standardisation.

Skills

ITIL & Service Design Expertise

High-Standard Delivery Across Technologies

Senior Stakeholder Engagement

Delivery at Pace

Job description

Our Senior IT Service Design Managers help shape services that support millions across the UK. You'll lead on designing IT services that are reliable, user-focused, and ready for live operation. Working across delivery teams, you'll apply ITIL best practices, produce key service artefacts, and drive automation and standardisation.

Pay up to £68,205, 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 Senior IT Service Design 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 Senior IT Service Design Manager in DWP Digital, you'll help shape the services that support millions of people across the UK, making sure they're designed to meet business needs and deliver a great user experience.

You'll bring deep expertise in service management and operations, with a strong focus on service design. Working in a delivery-driven environment, you'll collaborate with multidisciplinary teams across design, architecture, and IT operations to lay the foundations for live service.

You'll lead the use of ITIL-aligned service design and transition processes, producing key artefacts like Service Design Packs and helping teams plan ahead, standardise, and automate. You'll challenge the status quo, bring fresh ideas, and apply strong analytical skills to simplify complex information into clear, effective designs.

This is a fast-paced role where you'll ensure services are fully supported before going live, with KPIs, SLAs, and operational readiness in place. You'll prioritise design activities, resolve conflicts, and help drive quality across everything we deliver.

If you're passionate about designing services that work for users, confident in leading across programmes, and ready to make a real impact, we'd love to hear from you.

What skills, knowledge and experience will you need?

• ITIL & Service Design Expertise - You've got a solid understanding of the ITIL framework, especially around Service Design, backed by relevant qualifications or equivalent hands-on experience.
• High-Standard Delivery Across Technologies - You've delivered Service Design to a high standard across multiple technologies, always keeping user needs and service quality front and centre.
• Senior Stakeholder Engagement - You regularly consult with senior stakeholders, providing clear analysis and recommendations that help shape decisions.
• Delivery at Pace - You've consistently delivered in fast-moving environments, managing conflicting priorities without compromising on quality.

Details. Wages. Perks.

You'll join us in one of our brilliant digital hubs in Blackpool, Manchester or Newcastle Upon-Tyne, 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 40% of the time, and 60% home working.

We offer competitive pay of up to £68,205.

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.

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 family-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.

CLICK APPLY for more information and to start your application.