Senior IT Service Manager

Manchester Digital; Manchester; Hybrid; GBP 39,000 - 47,000; Full time

Job summary

A leading public service organization seeks an IT Service Manager to play a key role in delivering effective technical services. You will manage end-to-end service performance, collaborate with teams, and oversee customer-facing services. This hybrid position offers competitive pay of up to £46,547, along with a generous leave package and a robust pension scheme. Join a diverse and inclusive environment that values your contributions to improve user experience.

Benefits

Competitive pay

Brilliant civil service pension

Generous leave package

Flexible working hours

Time off for volunteering

Professional development opportunities

Qualifications

• Strong service management expertise is required.
• Ability to engage stakeholders effectively.
• Experience managing large-scale IT services using ITIL frameworks.

Responsibilities

• Manage end-to-end service performance.
• Collaborate with technical teams and suppliers.
• Oversee major customer-facing services.

Skills

Service management expertise

Stakeholder engagement

Driving continual improvement

ITIL frameworks

Job description

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 play a key role in delivering effective technical services in a fast-paced, evolving environment. You'll support the development and operation of Digital Channels Services that help some of our most vulnerable customers.

You'll 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'll 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.

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.

We have a broad benefits package built around your work-life balance which includes:

• 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.

And we have an 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:

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.