IT Service Manager

About the job

• Benefits
• Things you need to know
• Apply and further information

Location

This role may be located in one of the following locations; Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield.

Please find further information on the Corporate hub locations here.

Please note that for candidates requesting to work in Newcastle, the role will initially be based at Benton Park View. It will then move to 1 Pilgrim Place in Newcastle city centre by the end of 2027.

For candidates requesting to work in Blackpool Peel Park, please note these roles will initially be based at Blackpool Peel Park and will then move to Blackpool Fylde View by April 2027

About the job

Job summary

Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.

Are you an experienced IT Service Manager who wants to be responsible for service delivery, improvement and support for DWP’s strategic MI platform?

Would you like to contribute to shaping and defining existing and future strategies and policies, providing guidance to others on working in the strategic context. Ensuring that through evaluation that business requirements are met or exceeded.

You would need to collaborate with stakeholders and champion users internally, articulating their needs but with a focus on all users. Offering recommendations on the best tools and methods to use.

Do you want to join an exciting, fast-paced team that has a large and growing portfolio of MI products enabling the business to gain insight and make more informed decisions?

With a user community in the 1000’s and expanding, users range from front line managers to the Secretary of State.

This is an exciting time to take on this role. You’ll help support our mission to deliver exceptional MI products and services that work for all users.

Job description

The IT Service Manager will be responsible for:

• Ensuring value and quality is achieved for the end-to-end technology solution support service and/or user experience of a digital Service.
• Be responsible for managing the performance of the Products/Services within their remit ensuring alignment to customer expectations and defined targets, and that relevant support functions remain responsive to customer needs.
• Support reporting processes on programme performance against project records and into Senior Leadership Team (SLT).
• Act as an interface between Digital and third-party suppliers, monitoring compliance against Service Level Agreements (SLA) and Operational Level Agreements (OLA), through regular performance reporting, monitoring service level infractions, trend and forecasting analyses and developing new SLAs and metrics to inform service demand and quality.
• Contribute to the development, improvement and maintenance of policies, standards, and guidelines for the delivery of Products/Services.
• Coordinate activities and communications for major and business critical events.
• Establish and manage a programme of continual service improvements across the wider support team, ensuring these are aligned to quality management, risk management, security policies and procedures, etc. and the identified actions to maintain or improve levels of service are implemented.
• Ensure Products/Services are delivered to agreed processes and policies.
• Ensure all change is communicated and managed, with appropriate governance.
• Provide high-quality initial support for all end users, understanding and trying to resolve user issues and queries.
• Coordinate and validate the data inputted into relevant Service Management tooling, including SLAs, service information, problem and resolution profiles, reference data, and contract and support details.
• Prepare and disseminate regular reports to support processes, SLA, OLA optimization for DWP and other Government Organisations.

Specific tasks to include:

• User Access Management:

Manage, capture and record user access requests. Ensuring compliance with SLA’s and governance processes.

• Request Management:

Maintain Tracker solution: Recording updates on progress and external team responses.

• Management of user access requests including both individual user or bulk user requests.
• Incident Management:

Capture and actively manage the incident management process, including Management Reporting. Ensuring Incidents are recorded in-line with agreed processes including categorisation, assignment through update processes through to resolution as appropriate.

• Relationship Management: Providing responses to stakeholder and user access queries both written, via email, and verbally as appropriate.
• The creation and updating of Knowledge Articles to support shared learning/understanding.

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• Demonstrable experience of independently supporting and maintaining Products and Services
• Knowledge and Experience of incident management systems, ServiceNow or equivalent.
• Knowledge and experience of leading active conversations with Stakeholders to support Product support and delivery/provision of service elements including user access and incident management processes.
• Awareness or experience with Power BI.
• Understanding of Service Management Framework
• Use expertise and insight, adhere to relevant Service Management practices, e.g. Incident Management, Problem Management, Change & Release Management, IT Service Continuity, Supplier Relationship Management, etc, as well as any associated policies, standards and guidelines applicable to the Products or Services.
• Experience or knowledge of ITIL.
• Stakeholder Management

-Experience of collaborating with internal and external stakeholders/users/suppliers in a complex environment requiring a high degree of co-ordination/management. 

• Service Delivery

-Understanding of successful delivery of end user IT Services and continual improvement to ensure value to the business.

• Continual Service Improvement
• Responsible for ensuring Products/Services and Processes are actively managed and continually maturing, coordinating activities and resources to effectively develop and manage capability and optimisation.
• Co-ordinate with key Stakeholders to develop plans and co-ordinate activities to ensure delivery.
• Managing a quality service

-Ensuring high standards are maintained at all times and Service Levels met.

If you would like to learn more about the role, please contact oliver.canham1@dwp.gov.uk

Benefits

Alongside your salary of £38,772, Department for Work and Pensions contributes

£11,232 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

We also have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Hybrid Working

This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

Salary Information

New entrants to the Civil Service will join on band minimum.

Existing Civil Servants who secure a new role on lateral transfer will maintain their current substantive salary.

Existing Civil Servants who gain promotion will move to the bottom of the grade pay scale or receive a 10% increase applied to their current substantive salary, whichever is greater.

Any temporary allowances that you are currently in receipt of will not form part of the calculation to determine your pay. Any allowances that are in payment will cease when you move into your new role.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Stage 1: Application

Your application will consist of three parts:

1. A Personal Details application form.

2. Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed based on the essential criteria.

3. Personal statement - up to 1250 words. This statement should be used to provide examples of how you meet the essential criteria listed in the Person specification.

Ensure that all examples provided in your statement are taken directly from your own experience and that you describe the examples in your own words. If you choose to use gen-AI to support your statement, you must follow the guidelines outlined in the Artificial intelligence and recruitment guide.

The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria.

You will be provided with one combined overall assessment score for both your CV and Personal Statement.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

Important Information

• You will be asked to complete your employment history. Any information that you would customarily share on a CV should therefore be entered onto the application form.
• Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
• If your employment history/personal statement contains any personal details your application will be withdrawn.

Stage 2: Interview

If you’re successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the essential criteria .

Intervi