Senior IT Service Manager

1 month ago

Newcastle upon Tyne, United Kingdom DWP Full time

DWP. Digital with purpose.

Are you passionate about providing high-quality support in a technology driven environment?Do you have a detail and service focus?Are you looking for an organisation that values and supports your professional development and growth?

DWP Digital is transforming the way government services work, and we're hiring the best digital talent to work in agile, multidisciplinary teams to deliver these changes, making over services easier to find, access and use.

We're looking for an experienced IT Service Manager to take ownership of essential IT support services, managing underlying agreements that govern service delivery as well as guiding and supporting a team to ensure services continue to operate with minimal disruption.

If you want to be a leading part of our expert community, click apply now to start an application.

Design with people in mind.

As a Senior IT Service Manager you are responsible for ensuring a high quality service is achieved for the end to end technology solution, support services and user experience of the Debt Management Service, defining and managing the delivery of service level agreements and operational level agreements to ensure service stability, analysing potential issues and implementing appropriate resolutions, escalating where required.

This is a highly visible role with the successful candidate required to undertake key activities associated with Service Management, supporting, coaching and developing a team of service managers, and actively contributing to the wider service management community.

As a Senior IT Service Manager, you will:

Manage the performance of the Products/Services within your remit ensuring alignment to customer expectations and defined targets, and that relevant support functions remain responsive to customer needs.

Participate in Service Design activities and testing to inform new and develop existing Service Delivery governance processes.

Establish and manage a programme of continual service improvements across the wider support team, ensuring these are aligned to quality management, problem management and resolution profiles, risk management, security policies and procedures, etc. and the identified actions to maintain or improve levels of service are implemented.

Ensure Products/Services are delivered to agreed processes and policies.

Ensure new and changed Products/Services are sufficiently and safely supported into live service whilst meeting the expectations of customers and service management standards.

Provide high quality initial support for all end users, understanding and trying to resolve user issues and queries.

Understand user needs and make an initial assessment on the impact/urgency of requests and incidents.

Ensure effective management of issues raised on all channels and handle the resulting incidents using agreed incident management processes, procedures and policies.

Take responsibility for live service support centred on operational running of Products/Services.

Oversee day to day activities of junior members of the team and delegate administrative tasks relating to Service Management processes and the wider team Manages the performance of the Product/Service within their remit ensuring alignment to customer expectations and defined targets, and that relevant support functions remain responsive to customer needs.

Support the Universal Credit Service in and out of Hours for On Call support on a rotation basis, for which training will be provided.

During the selection process, we will be looking for applications that display the experience, skills and knowledge listed below:

Lead Criteria - Either previous experience of IT Service Management or DWP UC Operational Delivery.

Knowledge of a Service Management Framework e.g. ITIL Experience of delivering a consistently high standard of customer service internally and/or externally.

Proven track record of implementation, negotiation and delivery with stakeholders at all levels with experience of collaborating and partnering.

Displays detailed knowledge and understanding of Digital Products and Services including demonstrable experience of independently supporting and maintaining Products and Services including Management reporting.

Ability to work unaided to a high degree of accuracy and attention to detail ensuring a high-quality customer service.

Details. Wages. Perks.

You'll be based in your choice of one of our brilliant digital hubs in Manchester or Leeds, whichever is most convenient for you.

We also have all the tools and tech to work flexibly. We operate a hybrid working model.

We offer competitive pay of up to £43,347 per annum.

You'll be eligible for a brilliant civil service pension with employer contributions of 28.9%, worth up to £12,527 a year.

You'll get a generous leave package starting at 26 days, rising to 31 over time.

Plus, all the usual bank holidays, and the option to take up to 3 extra days off a month on flexi leave.

We have a benefits package built around your work-life balance, which includes:

Flexible working, flexi hours and flexi daysHybrid working: some time in a hub with the team, some time at homeFamily-friendly policiesTime off for volunteering and charitable givingBring your authentic self to work with 'I Can Be Me in DWP'Discounts and savings on shopping, fun days out and moreInterest-free loans to buy a bike or a season ticketWorking in an award-winning environment and cultureProfessional development, coaching, mentoring and career progression opportunities

Click 'Apply' for more information and to start an application on Civil Service Jobs .

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