Senior IT Service Manager

DWP Digital; Greater Manchester; Hybrid; GBP 44,000 - 47,000; Full time

Job summary

A government digital services provider is seeking a Senior IT Service Manager in Manchester. In this pivotal role, you will manage service performance for major digital solutions, collaborating with teams to enhance user experience. The position offers a hybrid work model, competitive salary up to £46,547, as well as a robust benefits package that includes generous holidays, pension contributions, and professional development opportunities. If you're passionate about delivering quality services, apply to make an impact.

Benefits

Competitive pay up to £46,547

Civil service pension with employer contributions of 28.97%

26 to 31 days holidays plus public holidays

Flexible working hours

Time off for volunteering

Discounts and savings on shopping

Professional development opportunities

Qualifications

• Strong service management expertise necessary.
• Ability to drive continual improvement required.
• Familiarity with ITIL frameworks to manage large-scale IT services.

Responsibilities

• Manage end-to-end service performance in a fast-paced environment.
• Collaborate with technical teams and suppliers to meet targets.
• Oversee major customer-facing services including contact centers.

Skills

Service management expertise

Stakeholder engagement

ITIL frameworks

Continuous improvement

Job description

Senior IT Service Manager

• Posting date: 01 December 2025
• Salary: £44,447 to £46,547 per year
• Hours: Full time
• Closing date: 15 December 2025
• Location: Manchester, Greater Manchester, M2 3AA
• Company: DWP Digital
• Job type: Permanent
• Job reference: 439266_1764602538

Summary

DWP. Digital with Purpose.

Join DWP Digital as an IT Service Manager and play a key role in delivering effective technical services in a fast‑paced, evolving environment. We’re using 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, and our purpose is unique. We’d love you to join us.

What skills, knowledge and experience will you need?

As an IT Service Manager at DWP Digital you will support the development and operation of Digital Channels Services that help some of our most vulnerable customers. You will manage end‑to‑end service performance, collaborate with technical teams and suppliers, and ensure products meet agreed targets. This includes overseeing major customer‑facing services such as one of Europe’s largest contact centres, video solutions for assessments, and validation tooling.

We’re looking for someone with strong service management expertise, stakeholder engagement skills, and the ability to drive continual improvement. You will ensure changes are managed under robust governance, maintain service management collateral like dashboards and risk registers, and manage large‑scale IT services using frameworks such as ITIL. If you’re passionate about delivering quality services and improving user experience, this is your opportunity to make a real impact.

Details. Wages. Perks.

Location: You’ll join us in one of our brilliant digital hubs in Blackpool, Manchester or Newcastle‑upon‑Tyne, whichever is most convenient for you.

Hybrid Working: We work a hybrid model – you’ll spend some time working at home (40%) and some time collaborating face‑to‑face in a hub (60%).

Pay: We offer competitive pay for this role of up to £46,547.

Pension: You’ll get a brilliant civil service pension with employer contributions of 28.97%, worth over £12,876 per year.

Holidays: A generous leave package starting at 26 days 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.

Benefits Package:

• 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

Award‑winning environment and culture:

• DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards
• Diverse and Inclusive Leadership at Digital Leaders Awards 2024
• Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025
• Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards

Process

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

Proud member of the Disability Confident employer scheme

Disability Confident. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.