Senior IT Service Manager

DWP Digital; West Midlands; Hybrid; GBP 52,151 - 63,740; Full time

Benefits offered by this job

Flexible working arrangements

Generous leave package starting at 26 days

Civil service pension with employer contributions

Time off for volunteering

Professional development opportunities

Employee discounts and savings

Job summary

A leading government digital services provider is seeking a Senior IT Service Manager to lead complex service migrations. This role involves coordinating transitions from legacy systems to modern solutions, ensuring minimal disruption to services used by millions. Ideal candidates will have strong experience in IT leadership, integration technologies, and service management frameworks. A competitive salary and flexible working arrangements are offered, with opportunities for professional development and a positive work culture.

Qualifications

• You will lead the safe transition from legacy systems to modern strategic services.
• Ensure migrations happen smoothly with minimal disruption to live services.
• Drive innovation and continuous improvement in service support processes.

Responsibilities

• Lead the migration of integration customers from legacy products.
• Coordinate service transitions with other government departments.
• Oversee resources across projects, service teams, and suppliers.

Skills

Working knowledge with Networks

Application Support

Agile Delivery Squads

Experience delivering complex IT programmes

Detailed knowledge of integration technologies

Strong experience with Service Management Frameworks

Education

ITIL4 or equivalent service management qualifications

Job description

Pay of £57,946, plus 28.97% employer pension contributions worth £16,786, hybrid working, flexible hours, and great work life balance.

Are you ready to lead complex service migrations that shape the future of digital services across government?

As a Senior IT Service Manager, you'll join a team responsible for leading the migration of DWP Digital Integration customers from legacy products to more efficient, modern strategic solutions, or oversee their decommissioning. You'll ensure minimal disruption to live services used by millions of customers, and work closely with Application Support and Integration Live Service teams.

You'll coordinate service transitions with other government departments and external partners, managing resources across projects, service teams, and suppliers. This is a high-impact role where your work will shape the future of digital services and strengthen DWP's digital capability for years to come.

DWP. Digital with Purpose.

We are looking for a Senior IT Service Manager to join our community of tech experts in DWP Digital.

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?

• Working knowledge with Networks, Application Support and Agile Delivery Squads
• Experience delivering complex IT programmes in multi-stakeholder environments
• Detailed knowledge of integration technologies (API's, File Transfer, Events)
• Strong experience with Service Management Frameworks (ITIL4, Agile Service Management)

ITIL4 or equivalent service management qualifications are desirable but not essential

You and your role

As our Senior IT Service Manager you will lead the safe transition from legacy systems to modern, strategic services that underpin critical digital platforms used by millions of people.

You'll make sure these migrations happen smoothly, with minimal disruption to live services, and that every change strengthens the reliability and security of DWP's digital ecosystem. Your work will directly influence how citizens interact with government services, ensuring they remain accessible, secure, and resilient.

You'll be at the heart of collaboration, working with stakeholders across government, external partners, and technical teams to deliver seamless service performance.

From shaping disaster recovery plans to improving service support processes, you'll drive innovation and continuous improvement that reduces risk and enhances user experience. Your decisions really matter: you'll help protect critical services, enable transformation at scale, and leave a lasting impact on how public services are delivered in the UK.

Location:

You'll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you.

Hybrid Working:

We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub.

Pay:

We offer competitive pay £57,946.

Pension:

You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 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.