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- Tasks: Lead and support IT services for DWP's Children's Services team, resolving technical and procedural issues.
- Company: Join DWP, the UK's largest government department, making a real impact on people's lives.
- Benefits: Enjoy hybrid working, flexible hours, a generous pension, and 26+ days of holiday.
- Why this job: Be part of a purpose-driven team using cutting-edge tech to improve services for children and families.
- Qualifications: Experience with Siebel, ITIL, and strong customer service skills are essential.
- Other info: Work in a vibrant digital hub in Newcastle with opportunities for professional development.
The predicted salary is between 42614 - 59659 £ per year.
Pay of £57,946, plus 28.97% employer pension contributions worth £16,786, hybrid working, flexible hours, and great work life balance.
Are you ready to lead complex service migrations that shape the future of digital services across government?
As a Senior IT Service Manager, you\’ll join a team responsible for leading the migration of DWP Digital Integration customers from legacy products to more efficient, modern strategic solutions, or oversee their decommissioning. You\’ll ensure minimal disruption to live services used by millions of customers, and work closely with Application Support and Integration Live Service teams.
You\’ll coordinate service transitions with other government departments and external partners, managing resources across projects, service teams, and suppliers. This is a high-impact role where your work will shape the future of digital services and strengthen DWP\’s digital capability for years to come.
DWP. Digital with Purpose.
We are looking for a Senior IT Service Manager to join our community of tech experts in DWP Digital.
We\’re 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.
The scale of what we do is extraordinary, and our purpose is unique. We\’d love you to join us.
What skills, knowledge and experience will you need?
- Working knowledge with Networks, Application Support and Agile Delivery Squads
- Experience delivering complex IT programmes in multi-stakeholder environments
- Detailed knowledge of integration technologies (API\’s, File Transfer, Events)
- Strong experience with Service Management Frameworks (ITIL4, Agile Service Management)
ITIL4 or equivalent service management qualifications are desirable but not essential
You and your role
As our Senior IT Service Manager you will lead the safe transition from legacy systems to modern, strategic services that underpin critical digital platforms used by millions of people.
You\’ll make sure these migrations happen smoothly, with minimal disruption to live services, and that every change strengthens the reliability and security of DWP\’s digital ecosystem. Your work will directly influence how citizens interact with government services, ensuring they remain accessible, secure, and resilient.
You\’ll be at the heart of collaboration, working with stakeholders across government, external partners, and technical teams to deliver seamless service performance.
From shaping disaster recovery plans to improving service support processes, you\’ll drive innovation and continuous improvement that reduces risk and enhances user experience. Your decisions really matter: you\’ll help protect critical services, enable transformation at scale, and leave a lasting impact on how public services are delivered in the UK.
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 Working:
We work a hybrid model – you\’ll spend some time working at home and some time collaborating face to face in a hub.
Pay:
We offer competitive pay £57,946.
Pension:
You\’ll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 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.
Click APPLY for more information and to start your application.
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Senior IT Service Manager employer: DWP Digital
Contact Detail:
DWP Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Manager
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Siebel and Elasticsearch. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Network with current or former employees of DWP, especially those in IT roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview.
✨Tip Number 3
Prepare to discuss your leadership style and experiences in managing teams. Be ready to share specific examples of how you've successfully implemented strategies and improved service delivery in previous roles.
✨Tip Number 4
Demonstrate your understanding of ITIL or other service management frameworks by discussing how you've applied these principles in real-world scenarios. This will show your capability to manage IT services effectively.
We think you need these skills to ace Senior IT Service Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Senior IT Service Manager position. Tailor your application to highlight how your experience with Siebel, Elasticsearch, and ITIL aligns with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your proven track record in leading teams and delivering IT service excellence. Provide specific examples of how you've resolved technical and non-technical issues, and how you've built effective relationships with stakeholders.
Showcase Communication Skills: Since the role requires good communication skills, include examples of how you've successfully communicated complex information to different audiences. Mention any experience you have in drafting clear messages or training materials.
Tailor Your Application: Make sure your application is tailored specifically for DWP. Use language that reflects their values and mission, and demonstrate your enthusiasm for contributing to services that support children and families in the UK.
How to prepare for a job interview at DWP Digital
✨Understand the Role
Make sure you have a solid grasp of what a Senior IT Service Manager does, especially in the context of DWP. Familiarise yourself with their services and how they impact children's lives, as this will help you demonstrate your passion for the role.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Siebel, Elasticsearch, and ITIL frameworks. Highlight specific examples where you've successfully troubleshot issues or improved service delivery, as this will show your capability to handle the technical demands of the job.
✨Emphasise Communication Skills
Since the role involves liaising with caseworkers and stakeholders, be ready to provide examples of how you've effectively communicated complex information in the past. Tailoring your communication style to different audiences is key, so think of instances where you've done this successfully.
✨Demonstrate Leadership Experience
Discuss your experience in leading teams and individuals towards IT service excellence. Share specific instances where you've implemented strategies that resulted in improved performance or personal development within your team, as this aligns with the expectations of the role.
