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- 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.
Job Vacancy Senior IT Service Manager
Newcastle upon Tyne
DWP Digital Published on 26/08/2025
Senior IT Service Manager
Paying £42,614, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.
DWP. Digital with Purpose.
We are looking for a Senior IT Manager to join our Children\’s Services team supporting and leading on Live Service for DWP.
Our teams use fresh ideas and leading-edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives.
DWP is the UK\’s largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people.
The scale of what we do is extraordinary, the problems we have to solve are rich and complex, and our purpose is unique. We\’d love you to join us.
What skills, knowledge and experience will you need?
- Demonstrable experience and understanding of Siebel with the ability to troubleshoot and identify problems, clear pathways for resolution and engagement with relevant stakeholders to successfully manage service.
- Proven experience of leading individuals and teams to deliver IT service excellence with the ability to implement and translate strategy into action together with experience supporting personal development.
- Proven track record of analysis and identification of trending incidents, and supporting queries to inform Knowledge Management Process and identify improvement opportunities.
- Demonstrable experience of delivering a consistently high standard of customer service through collaboration with key stakeholders and liaison with internal and external teams to build effective relationships and knowledge.
- Demonstrable experience of using Elasticsearch or similar monitoring tool.
- Strong working knowledge of ITIL or other service management framework equivalent.
You and your role
Our team are working on improving services that help us get money to children and the people that care for them.
As a Senior IT Service Manager you will investigate and resolve both technical and non-technical issues, including procedural, guidance, and training-related challenges, to ensure a seamless and positive experience for end users.
You\’ll need good communication skills and the ability to build new relationships.
As you\’ll work closely with caseworkers in DWP to understand and resolve their queries. This may occasionally involve travel to Child Services Business locations.
You\’ll work with our Service Delivery team to prepare and distribute accurate and timely communications on service issues. This includes drafting clear messages from multiple sources and tailoring language to suit different audiences.
Details. Wages. Perks.
- Location: You\’ll join us in our brilliant digital hub in Newcastle.
- Hybrid Working: We work a hybrid model – you\’ll spend some time working at home and sometime collaborating face to face in a hub.
- Pay: We offer pay of £42,614.
- Pension: You\’ll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £12,345 per year.
- Holidays: A generous leave package starting at 26 days and rising to 31 days over time.
- You can also take up to 3 extra days off a month on flexi-time. You\’ll also get all the usual public holidays.
We have a broad benefits package built around your work-life balance which includes:
- An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)
- Flexible working including flexible hours and flex-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
- Sports and social activities
- Professional development, coaching, mentoring and career progression opportunities.
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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.
