Senior IT Service Manager

DWP Digital; Newcastle upon Tyne; On-site; GBP 39,000 - 47,000; Full time

Job summary

A prominent governmental digital services provider in the UK seeks a Senior IT Service Manager to lead the performance of digital services. This role involves managing incidents, driving improvements, and supporting a hybrid working environment with significant benefits. The ideal candidate will have strong analytical and customer service skills and be committed to delivering high-quality outcomes.

Benefits

28.9% employer pension contributions

26 days of leave starting

Flexible working hours

Time off for volunteering

Discounts on shopping and activities

Professional development opportunities

Qualifications

• Ability to analyse and spot trends in incidents.
• Build strong relationships with stakeholders for customer outcomes.
• Detailed knowledge of digital products and services.
• Consistently deliver high-quality customer service.

Responsibilities

• Lead end-to-end performance of digital services.
• Define and manage service level agreements.
• Drive resolution of complex issues.
• Support live service operations.

Skills

Incident & Problem Analysis

Stakeholder Collaboration

Digital Product Support

Customer Service Excellence

Job description

DWP. Digital with Purpose.

As a Senior IT Service Manager at DWP Digital, you'll lead the end-to-end performance of digital services, ensuring they meet user needs, SLAs, and business goals. You'll manage incidents, drive continuous improvement, and support live operations. With line management responsibilities and a role in out-of-hours support, you'll guide your team to deliver reliable, user-focused services.

Pay up to £46,547, plus 28.9% employer pension contributions, hybrid working with 60% home working, flexible hours, and great work life balance.

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 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 Manager you'll be responsible for the end-to-end performance of digital products and services, covering technology, support and user experience. You'll define and manage service level agreements, drive resolution of complex issues, and ensure services meet business and user needs.

In this role, you'll lead service management activities including incident and problem management, service design and transition, and continuous improvement. You'll manage stakeholder relationships, support live service operations, and guide your team to deliver high-quality support.

You’ll also have line management responsibilities, supporting the development of others and acting as a point of escalation. As part of our IT Service Management community, you’ll have access to professional development opportunities and be expected to participate in a rota for out-of-hours major incident support.

What skills, knowledge and experience will you need?

• Incident & Problem Analysis - You can analyse and identify trends in incidents and queries to support effective Problem and Knowledge Management, while spotting opportunities for service improvement.
• Stakeholder Collaboration - You can build strong relationships across teams and stakeholders to ensure delivery of customer-focused outcomes.
• Digital Product Support - You have detailed knowledge of digital products and services and can support and maintain them effectively.
• Customer Service Excellence - You can consistently deliver a high standard of customer service, ensuring user needs are met with professionalism and care.

Details. Wages. Perks.

You’ll join us in one of our brilliant digital hubs in Newcastle, whatever 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 60% of the time, and 40% home working.

We offer competitive pay of up to £46,547.

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.