Senior IT Service Manager

Manchester Digital; Lancashire; On-site; GBP 80,000 - 100,000; Full time

Job summary

A government agency in the UK is seeking a Senior IT Service Manager to manage complex live services and drive improvements while ensuring SLAs are met. The role requires strong ITIL knowledge and entails leading incident and problem management. Additional responsibilities include maintaining stakeholder relationships and managing 24/7 operations with an on-call rota. Competitive pay starting at £44,447 per annum with excellent pension benefits and generous holiday allowance.

Benefits

Time off volunteering and charitable giving

'I Can Be Me in DWP' inclusion initiatives

Discounts and savings on shopping

Interest-free loans to buy a bike or season ticket

Professional development and career progression

Qualifications

• Strong knowledge of ITIL best practices required.
• Experience managing service management processes and SLAs.
• Security Check clearance is mandatory.

Responsibilities

• Define and manage service management processes, SLAs and OLAs.
• Lead incident and problem management, analysing and resolving complex issues.
• Maintain stakeholder relationships and ensure performance targets are met.

Skills

ITIL knowledge

Stakeholder management

Process management

Incident management

Problem management

Job description

Responsibilities

• Define and manage service management processes, SLAs and OLAs.
• Lead incident and problem management, analysing and resolving complex issues.
• Maintain stakeholder relationships and ensure performance targets are met.

Overview

Manage staff and support 24/7 operations with an on-call rota.

This Senior IT Service Manager is part of the Integration Team within DWP Digital's Service Management function. You'll own complex live services, drive improvements, manage SLAs, lead incident and problem management, maintain stakeholder relationships and carry out 24/7 on-call duties. The role requires strong ITIL knowledge and a Security Check clearance.

DWP Digital is a government agency that uses fresh ideas and leading-edge technology to build digital solutions that serve nearly every person in the UK. We help people into work and manage payments worth over £195bn a year.

Pay: £44,447 per annum. Pension: Civil Service pension, 28.97% employer contribution (£12,876 per year). Holidays: 26 days (rises to 31 with time). Extra 3 days flexi-time off a month, plus public holidays. Flexible working - flexible hours and flex-friendly policies.

Benefits

• Time off volunteering and charitable giving.
• 'I Can Be Me in DWP' inclusion initiatives.
• Discounts and savings on shopping, fun days out and more.
• Interest-free loans to buy a bike or a season ticket.
• Sports and social activities.
• Professional development, coaching, mentoring and career progression.
• Award-winning environment & culture
• DWP recognised as 2024 Diversity Employer of the Year (Computing Women in Tech Excellence awards).
• Diverse and Inclusive Leadership - Digital Leaders Awards 2024.
• Best Place to Work in Digital - Computing Digital Technology Leaders awards 2025.
• Best Public Sector Employer - Women in Tech Employer Awards 2025.