Senior IT Service Design Manager

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

Job summary

A government digital service provider in the UK seeks a Senior IT Service Design Manager to shape services that enhance user experience. The role involves leading ITIL-aligned service design and collaborating with multidisciplinary teams. Candidates should have a strong background in service design and experience with senior stakeholders. This opportunity offers a hybrid work model, competitive salary up to £68,205, and a comprehensive benefits package including pension contributions and generous leave.

Benefits

Flexible working hours

28.9% employer pension contributions

Generous leave starting at 26 days

Professional development opportunities

Qualifications

• Solid understanding of the ITIL framework, especially around Service Design.
• Experience in delivering Service Design to a high standard across multiple technologies.
• Regular consultation with senior stakeholders for decision shaping.

Responsibilities

• Lead ITIL-aligned service design and transition processes.
• Collaborate with multidisciplinary teams across design, architecture, and IT operations.
• Prioritise design activities, resolve conflicts, and drive quality.

Skills

ITIL & Service Design Expertise

High-Standard Delivery Across Technologies

Senior Stakeholder Engagement

Delivery at Pace

Job description

Overview

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.

Responsibilities

• Lead ITIL-aligned service design and transition processes, producing artefacts like Service Design Packs and helping teams plan ahead, standardise, and automate.
• Collaborate with multidisciplinary teams across design, architecture, and IT operations to lay the foundations for live service.
• Prioritise design activities, resolve conflicts, and drive quality across everything we deliver.
• Ensure services are fully supported before going live, with KPIs, SLAs, and operational readiness in place.
• Challenge the status quo, bring fresh ideas, and apply strong analytical skills to simplify complex information into clear, effective designs.

Qualifications

• 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.

Benefits & Details

• Hybrid working with 60% home, 40% office in Blackpool, Manchester or Newcastle upon Tyne; in-office about 40% of the time, and 60% home working.
• Pay up to £68,205, plus 28.9% employer pension contributions.
• Flexible hours and great work-life balance; generous leave starting at 26 days, with up to 3 extra days off per month on flexi-time.
• Excellent civil service pension with employer contributions over 28.9%.
• Broad benefits package including: award-winning environment and culture; flexible working; volunteering opportunities; "I Can Be Me in DWP"; discounts; loans for bike or season ticket; sports and social activities; professional development, coaching, mentoring and career progression opportunities.