Senior IT Service Manager - Live Service

Government Recruitment Service; Borough of Fylde; On-site; GBP 35,000 - 50,000; Full time

Job summary

A governmental recruitment agency in England is looking for a Service Manager to oversee significant digital service management tasks. The role involves managing cross-functional teams, ensuring effective service delivery, and enhancing customer experiences. Ideal candidates will have strong service management skills and experience in working with various stakeholders. This position offers a dynamic work environment focused on public service improvement.

Qualifications

• Experience in managing and resolving service-related issues.
• Ability to collaborate with diverse teams.
• Strong knowledge of incident and problem management.

Responsibilities

• Collaborate with technical teams to ensure product delivery.
• Align services to improve user experience.
• Manage third-party supplier relationships.

Skills

Service Management experience

Stakeholder relationship building

Adaptability in fast-paced environments

Job description

Overview

Do you have experience of working in a Service Management environment?

Do you have experience of working across a range of stakeholders and enjoy building relationships?

Do you enjoy working in a fast-paced environment continually looking to evolve?

In DWP our Service Managers take on a range of key service management duties - we manage and resolve issues and monitor patterns and trends.

In DWP Digital Delivery for Digital Channels our teams work on services/products that impacts some of the most vulnerable people in society. We’re looking for people who are as motivated by that unique purpose as we are.

This is a key role within the Digital Channels Team that supports delivery through commercial contracts, working with cross functional teams to fulfil requirements and support management of supplier relationships. In addition to this you will be monitoring and reporting on Product/Service, Incident/Ticket and Problem Management activities and responding to queries addressing all aspects of the Products and Services as well as owning and managing financial and budget activities within the team.

Digital Modernisation & Efficiency, Digital Channels Live Services team have a clear mission/mandate to transform the way DWP delivers customer facing services. The Live services team are responsible for change, live run, development, and strategic direction across our products. Working dynamically out of Digital Hubs, our diverse, dynamic teams focus on driving better outcomes. We work hard to ensure all our team can work to the rhythm of their lives and families.

Responsibilities

• Collaborate with technical teams, support teams and business areas to ensure products are delivered to agreed performance targets in a cost effective and timely manner.
• Align to end-to-end support services and performance of a product or a combination of the two, promoting service quality and customer user experience improvements.
• Act as an interface between Digital and third-party suppliers, defining and articulating direction and working with suppliers throughout to ensure delivery of services to meet business needs whilst demonstrating best value.
• Responsible for implementation, management, and improvement of service management, including reporting, incident management, problem management, relationship management, performance improvement and management of services to agreed SLA/OLA.
• Work closely with all business areas across all levels to increase quality and drive improved end user satisfaction.
• On-call support may also need to be provided.
• Ensure implementation of the support strategy for Service Management across platforms, multiple channels, or a portfolio of products/services to ensure quality, availability, performance and process maturity aligned to business outcomes.
• Line management responsibilities, including setting objectives, managing development of others, and acting as a point of escalation.
• Travel between Digital Hubs may be required to suit business needs.