Location: Newcastle, UK

Type: Permanent, Full-time (Flexible working options available)

Salary (£): £40,201 – £43,347

About Department for Work and Pensions (DWP)

The Department for Work and Pensions (DWP) is at the heart of the UK’s welfare system, supporting millions of people and families across the country. Their Digital team is dedicated to transforming services through innovative technology solutions, ensuring that support reaches those who need it most efficiently and effectively.

Job details

Benefits:

• Competitive salary range: £40,201 – £43,347
• Generous Civil Service Pension scheme with 28.97% employer contribution
• Flexible working arrangements, including job sharing and part-time options
• Minimum 23 days annual leave, increasing to 30 days over time, plus 9 public and privilege days
• Interest-free season ticket loans and cycle-to-work scheme
• Employee Assistance Programme for specialist advice and counselling
• HASSRA membership for exclusive competitions, activities, and benefits
• Enhanced maternity and shared parental leave pay after 1 year’s service
• Extensive learning and development opportunities
• Inclusive work environment with various professional networks

Requirements:

• Previous experience in IT Service Management or DWP UC Operational Delivery
• Knowledge of a Service Management Framework (e.g., ITIL)
• Track record of delivering high-standard customer service
• Proven ability to implement, negotiate, and deliver with stakeholders at all levels
• Detailed knowledge of Digital Products and Services
• Experience in independently supporting and maintaining Products and Services
• Strong attention to detail and ability to work independently

Salary Details:

The role offers a salary range of £40,201 to £43,347. The final offer will be based on the candidate’s skills and experience as demonstrated during the interview process. Existing Civil Servants may maintain their current salary on lateral transfer or receive a 10% increase on promotion, whichever is greater.

About the Role:

As a Senior IT Service Manager at DWP Digital, the successful candidate will play a crucial role in ensuring the delivery of high-quality, end-to-end technology solutions and support services. This position involves managing service level agreements (SLAs) and operational level agreements (OLAs) to meet performance targets efficiently and cost-effectively across various functions.

The role demands a proactive approach to analyzing and resolving complex issues, working closely with relevant IT service functions. The Senior IT Service Manager will be responsible for maintaining key stakeholder relationships and ensuring that Products and Services deliver optimal value for money while meeting business and user requirements.

This position also includes standard service management duties such as incident management and problem management. The successful candidate will have line management responsibilities, including setting objectives, fostering team development, and serving as a point of escalation.

An exciting aspect of this role is the opportunity to become part of the DWP Digital IT Service Management community, which offers excellent prospects for personal and professional growth. Additionally, the position involves participating in an on-call rota for Major Incident support, covering both in and out of hours on a 24/7 basis. Full training will be provided for this aspect of the role.

Key Responsibilities:

• Manage the performance of assigned Products/Services, ensuring alignment with customer expectations and defined targets
• Participate in Service Design activities and testing to enhance Service Delivery governance processes
• Establish and oversee a program of continuous service improvements across the support team
• Ensure Products/Services adhere to agreed processes and policies
• Facilitate the smooth transition of new and changed Products/Services into live service
• Provide high-quality initial support for all end users, addressing issues and queries effectively
• Assess the impact and urgency of user requests and incidents
• Manage issues raised across all channels using established incident management processes
• Oversee day-to-day activities of junior team members and delegate administrative tasks
• Support the Universal Credit Service through on-call rotations, including out-of-hours coverage

Disclosure and Barring Service Check

Successful candidates must undergo a criminal record check as part of the hiring process.

DWP Digital is committed to creating an inclusive and diverse workplace that reflects the society they serve. They welcome applications from all qualified individuals, regardless of background, and actively encourage applications from underrepresented groups in their workforce.

Employer Details

Company Name: Department for Work and Pensions (DWP)

Address: Caxton House, Tothill Street, London, SW1H 9NA

Contact: Caicy Sandford (Caicy.sandford1@dwp.gov.uk)

Application Process

Ready to make a difference in people’s lives through innovative digital solutions? Apply now for the Senior IT Service Manager position at DWP Digital! Submit your application before 11:55 pm on Monday 9th September 2024. Don’t miss this chance to join a dynamic team shaping the future of government services. Your expertise could be the key to transforming lives across the UK. Take the next step in your career – apply today