Overview

Senior IT Service Manager to join DWP Digital within the Digital Channels and wider IT team, supporting delivery through commercial contracts by working with cross-functional teams. Vice versa, this role aims to deliver digital solutions used by the public and internal users, with a focus on service management, live operations, and continual improvement.Base pay rangePaying £57,946, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.Location and work model : Hybrid working is available; you will join one of our digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne, or Sheffield, whichever is more convenient.Employer : DWP. Digital with Purpose. The Department supports people into work and makes payments worth over £195bn a year.What you will do : You will be part of the Digital Channels Service Management Team looking after diverse services that provide technology solutions to Citizens and DWP Agents, including digitisation and indexing of inbound citizen communications, outbound communications, 2FA for Universal Credit online accounts, and related telephony and citizen information systems. You will also support services that provide telephony contact centre functionality and citizen information systems used by customer service agents and partner agencies.Responsibilities

Promote cross-team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service while meeting customer expectations. Use effective Change Management tools and processes to minimise disruption to IT services.Define and design the support model, including policies, processes, people and technology, aligned with the agreed strategy and Service Management processes to meet business needs.Lead and implement customised activities or interventions to support delivery of business outcomes for the portfolio. Forecast and trend across the portfolio to ensure quality, capacity and resource demands are anticipated, with risk management and business-outcome focused reporting/dashboards for stakeholders.Demonstrate detailed knowledge of Digital Products and Services. Act as an escalation point and support the definition, negotiation, and management of Service Management provisions, SLAs, and OLAs for products/services within the portfolio. Identify clear paths for resolution and engage stakeholders to resolve issues.Experience of managing large IT products and services in Live environments and using a Service Management Framework (e.g., ITIL). Build and maintain relationships with senior business and IT managers and foster continual improvement with processes to identify and explore improvement opportunities.You and your role

You will be part of the Digital Channels Service Management Team, looking after services that provide technology solutions to Citizens and DWP Agents, including digitisation/indexing of inbound communications, production of outbound communications, and maintenance of two-factor authentication for Universal Credit. The wider team also maintains telephony and citizen information systems for customer service agents and partner agencies.Details, wages, and perks

Location : Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne or Sheffield (your choice).Hybrid Working : Hybrid model; some time at home, some time in a hub.Pay : £57,946.Pension : Employer contributions of 28.97% (£16,094 per year).Holidays : 26 days rising to 31 days, plus up to 3 extra days off per month on flexi-time, plus public holidays.Benefits : Flexible working, volunteering and charitable giving, inclusive culture, discounts, interest-free loans for transport, professional development, coaching, mentoring and career progression opportunities.Process

Application and selection are two stages: Apply via Civil Service Jobs; interview is a single online stage.Apply now

for more information and to start your application.

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