Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage IT service issues and improve user experience in a dynamic environment.
- Company: DWP Digital is a forward-thinking organisation focused on enhancing digital services for the community.
- Benefits: Enjoy a full-time role with opportunities for remote work and professional development.
- Why this job: Join a team dedicated to improving children's services and making a real impact.
- Qualifications: Experience in customer relationship management and IT service excellence is essential.
- Other info: This entry-level position offers a chance to grow in a supportive, collaborative atmosphere.
The predicted salary is between 28800 - 43200 £ per year.
DWP Digital Newcastle Upon Tyne, England, United Kingdom
Join or sign in to find your next job
Join to apply for the IT Service Manager role at DWP Digital
DWP Digital Newcastle Upon Tyne, England, United Kingdom
4 days ago Be among the first 25 applicants
Join to apply for the IT Service Manager role at DWP Digital
Get AI-powered advice on this job and more exclusive features.
This range is provided by DWP Digital. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Job title: IT Service Manager
Location: Newcastle-upon-Tyne, United Kingdom
Do you enjoy working in a fast-paced IT Service Management environment, continually looking to evolve?
In DWP our IT Service Managers take on a range of key service management duties, managing and resolving issues as well as monitoring patterns and trends.
The successful candidate will undertake standard service management duties supporting the Senior lead in the management of any major incident while working with a wide range of stakeholders to secure resolution. You will develop and maintain strong working relationships with Child Maintenance operations ensuring you fully understand their requirements. You will also work closely with our Technical Service Manager and other teams to continually drive through improvement.
This is a varied role providing support for ever-evolving Children Services, contributing to existing and new processes that support strategic direction, and working alongside several lines of business and third parties to achieve those goals. The needs of our caseworkers and clients are at the heart of everything we do and a determination in both maintaining the good level of service, while also striving to improve by contributing new ideas, are paramount.
Key responsibilities
- Supporting the investigation and resolution of technology and non-technology problems (procedural, guidance and training products) and issues to ensure the end-user experience is positive.
- Providing a quality service for all end users; understand and endeavour to resolve user issues and queries via close contact with our caseworkers. Occasionally, this involves travelling to CMS Business locations. Excellent communication skills, and the ability to broker new relationships, are therefore essential.
- Supporting a programme of Business Transformation using knowledge and skills to deliver process improvements. This is a critical area and involves upskilling quickly and working seamlessly with a wide and very technical range of new services to not only understand them but to ensure they are fully supported as part of the full Live Service offering. Delivering at pace and working across the whole of the live service function is fundamental.
- Working closely with Service Delivery within Child Maintenance Group Operations preparing and issuing accurate communication on service issues. The ability to draft accurate information, from a number of sources and using language that is appropriate for the recipients, and that is cascaded timeously.
- Providing cover/escalation on a rota basis and out of hours support with weekend working when required to fully support the planned programme of Sprints/Implementations.
- Undertaking a range of key Service Management duties including reporting, incident management, and management of services to agreed targets. Be able to categorise work types and execute trend analysis to identify potential service quality. improvements. Work closely with Operations across all levels, driving increased service quality and improved customer service satisfaction.
The key skills you need
- Lead criterion: Proven experience and understanding of the Customer Relationship Model (CRM) and platform (e.g. Oracle Siebel) and how these are used to manage user and customer interactions. The successful candidate will troubleshoot and identify problems, communicating issues effectively, and working at pace to identify appropriate resolutions and recommendations.
- Proven experience of leadership skills to lead individuals and teams to deliver IT service excellence.
- Proven track record of analysing and trending incidents, and queries to inform Knowledge Management Process.
- Proven experience of delivering a high standard of customer service internally and externally by collaborating with key stakeholders and working with teams, internal and external, to build effective relationships and knowledge.
- Demonstrable experience of using Elasticsearch or similar monitoring tool.
- Demonstrable knowledge of ITIL or other service management framework.
An initial sift may be conducted using the lead criterion stated above. Candidates who pass the initial sift will progress to a full sift.
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
-
Industries
IT System Data Services
Referrals increase your chances of interviewing at DWP Digital by 2x
Get notified about new Information Technology Services Manager jobs in Newcastle Upon Tyne, England, United Kingdom.
Information Technology Service Delivery Manager
Newcastle Upon Tyne, England, United Kingdom 3 weeks ago
Newcastle Upon Tyne, England, United Kingdom 3 days ago
Newcastle Upon Tyne, England, United Kingdom 3 days ago
Morpeth, England, United Kingdom 1 month ago
Newcastle Upon Tyne, England, United Kingdom 1 week ago
Newcastle Upon Tyne, England, United Kingdom 1 week ago
Newcastle Upon Tyne, England, United Kingdom 1 week ago
Newcastle Upon Tyne, England, United Kingdom 1 week ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
IT Service Manager employer: DWP Digital
Contact Detail:
DWP Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager
✨Tip Number 1
Familiarise yourself with the Customer Relationship Model (CRM) and platforms like Oracle Siebel. Understanding how these tools manage user interactions will give you a significant edge during discussions with the hiring team.
✨Tip Number 2
Brush up on your ITIL knowledge or any other service management frameworks. Being able to speak confidently about these methodologies will demonstrate your commitment to service excellence and your ability to contribute to their processes.
✨Tip Number 3
Showcase your leadership skills by preparing examples of how you've successfully led teams or projects in the past. Highlighting your experience in driving service quality improvements will resonate well with the interviewers.
✨Tip Number 4
Network with current or former employees of DWP Digital, especially those in IT Service Management roles. Gaining insights into their experiences can provide you with valuable information to tailor your approach and demonstrate your genuine interest in the role.
We think you need these skills to ace IT Service Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the IT Service Manager position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with IT service management, particularly any familiarity with CRM platforms like Oracle Siebel. Use specific examples to demonstrate your problem-solving skills and ability to manage incidents.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your ability to communicate effectively with various stakeholders. Provide examples of how you've successfully brokered relationships or resolved user issues in the past.
Tailor Your Cover Letter: Craft a compelling cover letter that not only outlines your qualifications but also expresses your enthusiasm for the role and the company. Mention how your values align with DWP Digital's mission and how you can contribute to their goals.
How to prepare for a job interview at DWP Digital
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an IT Service Manager. Familiarise yourself with key terms like incident management, service delivery, and customer relationship management. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Communication Skills
Since the role involves liaising with various stakeholders, be prepared to discuss how you've effectively communicated in past roles. Share examples of how you've resolved user issues or improved service quality through clear communication.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified and resolved technology or non-technology problems. Highlight your analytical skills and how you've used data to inform decisions and improve processes.
✨Familiarise Yourself with ITIL Framework
As the job requires knowledge of ITIL or similar service management frameworks, brush up on these concepts. Be prepared to explain how you've applied ITIL principles in your previous roles to enhance service delivery and customer satisfaction.
