Senior IT Service Manager - Live Service

DWP Digital; Sale; Hybrid; GBP 39,000 - 47,000; Full time

Job summary

A public service organization is seeking a Senior IT Service Manager to lead incident resolution, manage service requests, and drive improvements for end-user technologies. This role involves collaboration across teams, applying best practices in IT service management, and fostering strong relationships with stakeholders. The organization offers a hybrid working model and competitive compensation of up to £46,547, along with an excellent benefits package.

Benefits

Flexible working including flexible hours and family-friendly policies

Civil service pension with employer contributions

Generous leave package starting at 26 days

Time off for volunteering

Professional development and career progression opportunities

Qualifications

• Expertise in building strong relationships with a range of stakeholders.
• Experience leading service improvement initiatives across technologies.
• Proven leadership with a track record of achieving strategic goals.
• Comfortable with routine service management tasks and processes.

Responsibilities

• Manage the delivery of incidents, problems, and requests related to workplace computing.
• Coordinate across teams to address service concerns and improve user experience.
• Lead continual service improvement and promote automation.
• Manage BAU Evergreen device refresh activities.
• Build strong relationships with stakeholders and support governance.

Skills

Stakeholder Relationships

Process & Service Improvement

Strategic Leadership

Service Management Delivery

Job description

Overview

As a Senior IT Service Manager you'll lead on resolving incidents, managing service requests, and driving improvements across our device estate. From spotting trends to promoting automation and coordinating escalations, you'll make sure services stay reliable and user-focused. If you're ready to lead change, build strong partnerships, and shape the future of end-user tech, we'd love to hear from you.

Delivery. Work. Projects.

Responsibilities

As an IT Service Manager in DWP Digital's End User Devices team, you'll help deliver the digital foundations that keep our services running smoothly for colleagues across the department.

• Youll manage the end-to-end delivery of incidents, problems and requests related to workplace computing, ensuring issues are resolved quickly and services stay reliable.
• Youll act as an escalation point for service concerns, coordinating across teams to drive swift resolution and improve user experience.
• Youll apply IT service management best practices to identify trends, lead continual service improvement initiatives, and promote automation to reduce manual tasks.
• Youll also manage BAU Evergreen device refresh activities, ensuring our device estate remains current and high-performing.
• Youll build strong relationships with internal and external stakeholders, validate supplier service data, and support governance across service measures and invoicing.
• As a line manager, youll help develop capability within the team and support professional growth.

What skills, knowledge and experience will you need?

• Stakeholder Relationships - Youre great at building strong relationships across a wide range of stakeholders, helping drive collaboration and successful outcomes.
• Process & Service Improvement - Youve led process adherence and service improvement initiatives across different technologies and teams, always looking for ways to make things work better.
• Strategic Leadership - Youve got a proven track record of leadership and know how to deliver against strategic goals, even when the pressure's on.
• Service Management Delivery - Youre comfortable handling routine Service Management tasks, following processes and procedures to keep services running smoothly.

Details, Wages & Perks

Youll join us in one of our brilliant digital hubs in Blackpool, Leeds, Manchester or Sheffield, whichever 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 - youll be in the office about 40% of the time, and 60% home working.

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

Youll 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.

Apply now for more information and to start your application.