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- Tasks: Lead IT service management, ensuring high-quality support for digital products used by millions.
- Company: Join DWP, the UK's largest government department, making a real impact on society.
- Benefits: Enjoy hybrid work, competitive pay, generous leave, and a fantastic pension plan.
- Why this job: Be part of a unique purpose-driven team, improving services for vulnerable people.
- Qualifications: Proven IT service management experience; ITIL certification preferred but not required.
- Other info: Flexible working hours, family-friendly policies, and opportunities for professional development.
The predicted salary is between 42614 - 45081 £ per year.
Senior IT Service Manager DWP. Digital with Purpose. In recent years in DWP we have brought our IT in-house, introduce elements such as automation and self-service to our digital services, and accelerate the adoption of public cloud. We want to build on this success with your help. In this role, as an Senior IT Service Manager you will drive analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions as part of one of the biggest IT estates in the UK. You own stakeholder relationships and make sure that Products and Services are delivering the best value for money in meeting business and user requirements and are able to offer guidance and respond effectively to queries about (for example) Product/Service design and policy. DWP is the UK’s largest government department. We help people into work and make payments worth over £195bn a year to support some of the most vulnerable people in our society. The scale of what we do is extraordinary, and our purpose is unique. We’d love you to join us. Delivery. Work. Projects. As a Senior IT Service Manager, you will be responsible for delivering high-quality and value-driven support for digital products and services that are used by millions of people and around 100,000 DWP colleagues. Your role is all about making that service levels meet agreed targets, managing end to end service performance, and overseeing contracts with third party suppliers. You’ll monitor third-party supplier compliance with SLAs through regular reporting and analysis, ensuring services meet user requirements and deliver value for money. We’re hiring you because you are good at what you do, and you can make us better. You will share your data domain knowledge and experience to drive IT strategy, including defining the tools and techniques most appropriate for the environment. You will also: Set objectives, oversee junior team members, and delegate service management tasks, acting as a point of escalation. Implement ongoing service improvements aligned with quality, risk, and security standards. Ensure that new or updated products are smoothly integrated into live service with adequate support and meet customer expectations. Additional Duties: On-Call Support: Provide out of hours major incident support on a 24/7 rota basis (on-call payments apply) The skills and experience you need: Proven IT service management experience, preferably within a framework such as ITIL. Strong stakeholder management, with a history of successful collaboration and negotiation. Independent capability in managing digital products/services and reporting. High accuracy and attention to detail in service delivery and customer support. Experience in budgeting and financial forecasting. Knowledge of Notification and Document Repository services is beneficial Preferred Qualification: ITIL 4 certification is encouraged for applicants. If you don’t have it, don’t worry, you can work towards it here as part of our commitment to learning and development. Details. Wages. Perks. Location: You’ll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield. whichever is most convenient for you. Hybrid Work: We also have all the tools and tech we need to enable our people to work and collaborate flexibly. We work a hybrid model, with some time at home and some time in a hub with the team. Pay: We offer competitive pay from £42,614 to £45,081 Pension: You’ll be eligible for a brilliant civil service pension with employer contributions of 28.97%, worth up to £13,000 a year. Holidays: You’ll get a generous leave package starting at 26 days rising to 31, plus all the usual bank holidays, and the option to take extra days off on flexi leave. Our broad benefits package is built around your work-life balance and includes: Flexible working, flexi hours and flexi days Hybrid working: some time in a hub with the team, some time at home 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 Working in an award-winning environment and culture Professional development, coaching, mentoring and career progression opportunities. Process. Stage 1: Application Stage 2: Interview We know how valuable your time is. We have a clear and succinct hiring process with only TWO STAGES. Click apply now to see the full job description and get started with the next step in your career at DWP Digital
Senior IT Service Manager employer: Department of Work & Pensions - Digital
Contact Detail:
Department of Work & Pensions - Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Manager
✨Tip Number 1
Familiarize yourself with ITIL frameworks, as this role emphasizes proven IT service management experience. Understanding the principles of ITIL will not only help you in your application but also demonstrate your commitment to best practices in service management.
✨Tip Number 2
Highlight your stakeholder management skills during the interview process. Be prepared to discuss specific examples where you've successfully collaborated and negotiated with various stakeholders, as this is a key aspect of the Senior IT Service Manager role.
✨Tip Number 3
Showcase your experience in managing digital products and services. Be ready to talk about how you've monitored service performance and ensured compliance with SLAs, as this will be crucial for demonstrating your fit for the position.
✨Tip Number 4
Prepare to discuss your approach to continuous service improvement. Think of examples where you've implemented changes that enhanced service delivery or customer support, as this aligns with the responsibilities of the role.
We think you need these skills to ace Senior IT Service Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Senior IT Service Manager position. Understand the key responsibilities and required skills, such as IT service management experience and stakeholder management.
Tailor Your CV: Customize your CV to highlight relevant experience in IT service management, particularly within frameworks like ITIL. Emphasize your achievements in managing digital products/services and any experience with budgeting and financial forecasting.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the DWP's mission. Mention specific examples of how you've successfully managed stakeholder relationships and delivered high-quality services in previous roles.
Highlight Continuous Learning: If you have an ITIL certification, mention it prominently. If not, express your willingness to work towards it as part of your commitment to professional development, which aligns with DWP's values.
How to prepare for a job interview at Department of Work & Pensions - Digital
✨Showcase Your ITIL Knowledge
Since the role emphasizes IT service management, be prepared to discuss your experience with ITIL frameworks. Highlight specific instances where you've applied ITIL principles to improve service delivery or manage incidents.
✨Demonstrate Stakeholder Management Skills
Prepare examples that showcase your ability to manage and negotiate with stakeholders. Discuss how you've built relationships and ensured that products and services meet user requirements effectively.
✨Highlight Your Analytical Skills
The position requires driving analysis and resolution of complex issues. Be ready to share examples of how you've used data analysis to identify problems and implement solutions in previous roles.
✨Discuss Service Improvement Initiatives
Talk about any ongoing service improvements you've implemented in past positions. Focus on how these initiatives aligned with quality, risk, and security standards, and the impact they had on service performance.
