Senior IT Service Manager - Live Service

DWP Digital; Manchester; Hybrid; GBP 58,000; Full time

Job summary

A government digital service provider is seeking a Senior IT Service Manager to support digital solution deliveries and manage IT services. This role includes leading service management processes and fostering collaboration across teams. The position offers a competitive salary of £57,946, a generous pension, flexible working hours, and additional benefits focused on work-life balance, including professional development opportunities.

Benefits

Flexible working hours

Generous leave package

Civil service pension contributions

Professional development opportunities

Time off for volunteering

Interest-free loans for commuting

Discounts on shopping

Qualifications

• Experience in promoting cross-team collaboration with stakeholders.
• Track record in defining and designing support models.
• Experience in leading customized activities to support business outcomes.
• Ability to demonstrate knowledge of Digital Products and Services.
• Experience in managing large IT Products and Services in Live.

Responsibilities

• Support delivery through commercial contracts.
• Manage IT services for varied digital solutions.
• Ensure smooth transition of new services into live support.

Skills

Cross-team collaboration

Service Management principles

Change Management tools

Proactive approach to forecasting

ITIL knowledge

Continual Improvement

Job description

Overview

Senior IT Service Manager

Paying £57,946, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.

DWP. Digital with Purpose.

We are looking for a Senior IT Service Manager to join our Digital Channels and wider IT team to support delivery through commercial contracts by working with cross functional teams.

In DWP Digital our teams use 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, the problems we have to solve are rich and complex, and our purpose is unique. We\'d love you to join us.

What skills, knowledge and experience will you need?

• Experience of promoting cross-team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers. Use of effective Change Management tools and processes ensuring the team actively engages in Change to ensure minimum disruption to IT services.
• Proven track record of leading in the definition and design of the support model which includes policies, processes, people and technology in alignment with agreed strategy and Service Management process and policies to meet the needs of the Business.
• Demonstrable experience for the leading and implementation of customised activities or interventions required to support delivery of Business outcomes for their portfolio. You drive a proactive approach to forecasting and trending across Portfolio to ensure quality, capacity and resource demands are anticipated and impending risks managed. And you provide Business outcome focused reporting/dashboards to Digital and operational stakeholders.
• Proven ability to demonstrate detailed knowledge and understanding of Digital Products and Services. Act as an escalation point and support the definition, negotiation, and management of Service Management provision, along with associated SLAs and internal OLAs for Products/Services within the Portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising.
• Experience of managing large IT Products and Services in Live and demonstrable experience of Service Management Framework e.g. ITIL. You\'re capable of building and developing effective working relationships with senior Business and IT managers. You create and maintain a culture of Continual Improvement, and ensure processes are in place to identify and explore improvement opportunities.

Your and your role

You will be part of Digital Channels Service Management Team looking after numerous and varied services, which provide technology solutions to Citizens and DWP Agents and includes the digitisation, indexing and tasking of inbound citizen written communications, the production of outbound communications and maintenance of two-factor authentication capability for Universal Credit online accounts.

The wider team also look after the services that provide telephony contact centre functionality, as well as citizen information systems to be used by customer service agents and partner agencies.

Details. Wages. Perks.

Location: You\'ll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne and Sheffield, whichever is better for you.

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

Pay: £57,946.

Pension: You\'ll get a brilliant civil service pension with employer contributions worth 28.97%, worth £16,094 per year.

Holidays: A generous leave package starting at 26 days and 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:

• 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 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.

Process

We know your time is valuable, so our application and selection process is just two stages:

1. Apply: complete your application on Civil Service Jobs. There\'ll be full instructions when you click through.
2. Interview: a single stage interview online.

CLICK APPLY for more information and to start your application.