Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage IT services, solve problems, and improve user experience across teams.
- Company: Department for Work and Pensions, focused on delivering modern digital workplace solutions.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for continuous learning and improvement.
- Why this job: Make a real impact on how colleagues work with resilient IT services.
- Qualifications: Strong IT Service Management experience and ability to build relationships.
The predicted salary is between 40000 - 50000 £ per year.
As an IT Service Manager, you’ll be responsible for ensuring high‑quality, resilient workplace computing services that directly impact how colleagues across DWP work. This is a role for someone who enjoys solving problems, building relationships and continuously improving services.
Locations: Blackpool or Manchester
About Technology Services: Technology Services provides the digital foundation that DWP relies on, from live IT operations to secure infrastructure and end‑user services.
The Team Focuses On:
- Delivering a modern digital workplace
- Running resilient, reliable IT services
- Improving performance and user experience
- Protecting and securing services
- Developing skills and creating clear career pathways
What You’ll Be Doing:
- Manage the end‑to‑end delivery of workplace computing incidents, problems and requests
- Act as a senior escalation point, coordinating teams to drive timely resolution
- Apply IT Service Management best practice (ITIL‑aligned) pragmatically
- Identify trends and lead continual service improvement initiatives
- Create, maintain and manage service knowledge for workplace products
- Build strong relationships with internal teams and external suppliers
- Promote automation, reducing manual effort and improving user experience
- Validate and assure supplier service data, performance measures and invoicing
- Proactively identify your own learning and development needs
Who This Role Is For:
- Have strong IT Service Management experience
- Enjoy working across teams and building trusted relationships
- Are confident managing live services and escalations
- Like improving processes and service quality
- Can work independently while collaborating widely
- Care about user experience, not just technical delivery
Essential Experience (summary):
- IT Service Management, including exposure to ITIL frameworks
- Driving service improvement across multiple technologies and teams
- Supporting and maintaining products and live services
- Working with stakeholders and suppliers to achieve outcomes
IT Service Manager - Department for Work and Pensions - HEO in Manchester employer: Manchester Digital
Contact Detail:
Manchester Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager - Department for Work and Pensions - HEO in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at DWP 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 practising common IT Service Manager scenarios. Think about how you’d handle incidents or improve services. We want you to show off your problem-solving skills and relationship-building prowess!
✨Tip Number 3
Don’t forget to showcase your ITIL knowledge! Be ready to discuss how you’ve applied IT Service Management best practices in past roles. This will demonstrate that you’re not just familiar with the theory but can put it into action.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace IT Service Manager - Department for Work and Pensions - HEO in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT Service Manager role. Highlight your IT Service Management experience and any relevant ITIL exposure to show us you’re the right fit!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about improving services and building relationships. Share specific examples of how you've solved problems in the past, as this will resonate with our focus on user experience.
Showcase Your Problem-Solving Skills: In your application, don’t shy away from discussing challenges you’ve faced and how you overcame them. We love candidates who can demonstrate their ability to manage live services and drive service improvements.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Manchester Digital
✨Know Your ITIL Inside Out
Make sure you brush up on ITIL frameworks and best practices. Be ready to discuss how you've applied these principles in your previous roles, especially in managing incidents and driving service improvements.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex IT issues in the past. Highlight your approach to identifying trends and implementing solutions that improved service quality and user experience.
✨Build Relationships, Even Virtually
Since this role involves working with various teams and suppliers, think about how you can demonstrate your relationship-building skills. Share stories of successful collaborations and how they led to better outcomes.
✨Be Proactive About Learning
The job description mentions the importance of identifying your own learning needs. Come prepared with a few examples of how you've taken initiative in your professional development and how you plan to continue growing in this role.