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For Companies At a Glance
- Tasks: Manage IT services and improve user experience with innovative tech solutions.
- Company: Join DWP Digital, the UK's largest government department, making a real impact.
- Benefits: Competitive salary, generous leave, hybrid working, and a brilliant pension scheme.
- Other info: Award-winning culture with excellent career development opportunities.
- Why this job: Be part of a diverse team driving service improvement for millions across the UK.
- Qualifications: Experience in IT Service Management and strong stakeholder engagement skills.
The predicted salary is between 38772 - 38772 £ per year.
We are looking for an IT Service Manager to join our community of tech experts in DWP Digital. Our DWP Digital 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, and our purpose is unique. We'd love you to join us.
What skills, knowledge and experience will you need?
- Demonstrable Service Management experience, including understanding and exposure to the ITIL Service Management Framework.
- Ability to build strong relationships across a wide range of stakeholders to achieve successful outcomes.
- Proven track record of driving process adherence and service improvement initiatives across multiple technologies and teams.
- Demonstrable experience of independently supporting and maintaining Products and Services.
You and your role
As an experienced IT Service Manager within our End User Devices team, you will be responsible for managing incidents, problems and service requests affecting the devices people use day-to-day. You'll be a central escalation point, coordinating multiple technical teams and suppliers to restore service quickly. You'll play a key part in assuring supplier performance, validating management information and supporting accurate service reporting and invoicing. You'll need to be good at working with, influencing and engaging stakeholders, with close collaboration required across internal teams and external partners to deliver effective, resilient services. You'll take a proactive approach to analysing service performance, identifying trends and driving continual service improvement is essential, alongside promoting automation and reducing manual processes to enhance both user experience and productivity.
We'll support you as you develop your skills, experience and career. We want someone who is actively looking to identify learning and development needs, and who can help us grow as a community too - contributing to the increased maturity, security and sustainability of Workplace Computing services.
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 £38,772.
Pension
You will get a brilliant civil service pension with employer contributions of 28.97%, worth over £11,232 per year.
Holidays
A generous leave package starting at 24 days rising to 26 days after one year. 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:
- 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
- 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 three stages:
- Apply: complete your application on Civil Service Jobs.
- Interview: a single stage interview online.
CLICK APPLY for more information and to start your application.
IT Service Manager employer: Manchester Digital
Contact Detail:
Manchester Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at DWP Digital on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on ITIL principles and service management best practices. Be ready to share specific examples of how you've improved services in past roles – they love real-life stories!
✨Tip Number 3
Show off your soft skills! DWP is all about collaboration, so be prepared to discuss how you've built relationships with stakeholders and influenced teams to achieve successful outcomes.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining our community of tech experts.
We think you need these skills to ace IT Service Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience with ITIL and service management. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Stakeholder Skills: Since building strong relationships is key, share examples of how you've successfully engaged with stakeholders in the past. We love to see how you’ve influenced outcomes and collaborated with teams!
Highlight Continuous Improvement: We’re all about driving service improvement, so be sure to mention any initiatives you've led or contributed to. Talk about how you’ve identified trends and implemented changes that made a real difference.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Manchester Digital
✨Know Your ITIL Inside Out
Make sure you brush up on the ITIL Service Management Framework. Be ready to discuss how you've applied its principles in your previous roles, especially in driving service improvements and managing incidents.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've built strong relationships with stakeholders. Think about specific situations where your influence led to successful outcomes, as this will demonstrate your ability to collaborate effectively.
✨Highlight Your Problem-Solving Prowess
Be ready to talk about your experience in managing incidents and problems. Share specific instances where you coordinated multiple teams to restore services quickly, showcasing your proactive approach to service management.
✨Emphasise Continuous Improvement
Discuss your track record in identifying trends and driving continual service improvement. Bring examples of how you've promoted automation and reduced manual processes to enhance user experience and productivity.