Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Protect and support live digital services for millions of users across the UK.
- Company: Join DWP, the UK's largest government department, making a real impact.
- Benefits: Competitive salary, generous leave, hybrid working, and a fantastic pension scheme.
- Why this job: Be part of a team that drives service excellence and supports vital public services.
- Qualifications: Experience in live operations, problem management, and IT infrastructure is essential.
- Other info: Enjoy a diverse and inclusive workplace with excellent career progression opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Join DWP as an Operations Technical Service Manager and play a critical role in protecting and supporting the live digital services that millions of people rely on every day. We are using 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.
What skills, knowledge and experience will you need?
- Previous knowledge, background and experience of working in live operations areas environment.
- Demonstrable knowledge and experience of Problem Management, with a focus on risk analysis & mitigation and root cause analysis.
- Working knowledge and experience of Change Management, with a focus on the analysis of change and the possible impacts on complex application and technical infrastructure.
- Demonstrable knowledge and experience of working in a complex IT Infrastructure environment e.g. Networks, Servers (Wintel, Unix, Linux), Storage, Databases.
- Proven track record of working with a strong focus on creating a positive User / Service experience, excelling in collaboration and communication with Key Stakeholders across the Digital landscape.
- Experience of working within a proactive Service Management team, specialising in leading and managing Major Incidents from identification through to resolution, including coordination of technical teams, stakeholder communication, and post incident review.
You and your role
As an Operations Technical Service Manager, you play a vital role in protecting and maintaining DWP's live digital services. You apply your hands-on live operations experience and strong Service Management background to assess service health, manage risks, and ensure smooth daily operations. You lead and facilitate Major Incident Management, coordinating rapid, safe restoration of services when failures occur, while providing clear, timely communication across Digital services, Operational Areas, Service Management, and the Service Desk.
Your role includes continually reviewing performance, risks, and issues affecting live service, working closely with Technical and Business Service Owners. You focus on customer outcomes-driving service excellence, minimising business impact, and maintaining zero tolerance for production outages.
This is a full-time position with a 24/7 on-call rota, plus occasional early starts and late finishes shared across a team of nine. If based in Blackpool, you'll also travel regularly to the Manchester hub.
Details:
- Location: You'll join us in one of our brilliant digital hubs in Blackpool, Manchester or Newcastle-upon-Tyne, whichever is most convenient for you.
- Hybrid Working: We work a hybrid model - you'll spend some time working at home (40%) and some time collaborating face to face in a hub (60%).
- Pay: We offer competitive pay for this role of £44,447.
- Pension: You'll get a brilliant civil service pension with employer contributions of 28.97%, worth over £12,876 per year.
- Holidays: A generous leave package starting at 26 days 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:
- 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.
And we have an award-winning environment and culture:
- DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards.
- Diverse and Inclusive Leadership at Digital Leaders Awards 2024.
- Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025.
- Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards.
Process: We know your time is valuable, so our application and selection process is just two stages:
- Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through.
- Interview: a single stage interview online.
Operations Technical Service Manager in Newcastle upon Tyne employer: DWP Digital
Contact Detail:
DWP Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Technical Service Manager in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at DWP. A friendly chat can give you insider info and maybe even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to operations and service management. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively.
✨Tip Number 3
Showcase your problem-solving skills during the interview. Think of specific examples where you’ve successfully managed incidents or improved service delivery. DWP loves candidates who can think on their feet!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the details you need about the role and the perks of working with us.
We think you need these skills to ace Operations Technical Service Manager in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in live operations and service management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Problem-Solving Skills: DWP values problem management, so share specific examples of how you've tackled issues in complex IT environments. This will demonstrate your ability to manage risks and ensure smooth operations.
Highlight Collaboration Experience: Since communication with stakeholders is key, include instances where you've successfully collaborated with teams or managed major incidents. This shows us you're a team player who can handle pressure.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way to get your application in front of us, and you'll find all the details you need to complete your application smoothly.
How to prepare for a job interview at DWP Digital
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of IT infrastructure, including networks, servers, and databases. Be ready to discuss your hands-on experience in live operations and how you've tackled issues in the past. This will show that you're not just familiar with the tech but can also apply it effectively.
✨Master Problem Management
Since this role focuses heavily on problem management, come prepared with examples of how you've conducted risk analysis and root cause analysis in previous positions. Highlight specific incidents where your actions led to improved service delivery or reduced downtime.
✨Communicate Like a Pro
Effective communication is key in this role, especially when managing major incidents. Practice articulating your thoughts clearly and concisely. Think about how you would explain complex technical issues to non-technical stakeholders, as this will demonstrate your ability to bridge the gap between tech and business.
✨Show Your Customer Focus
DWP places a strong emphasis on user experience, so be ready to discuss how you've prioritised customer outcomes in your previous roles. Share specific examples of how you've collaborated with stakeholders to enhance service quality and minimise business impact during incidents.