Product and Service Manager

3 months ago

Manchester, United Kingdom Department for Work and Pensions Full time

Job summary

Do you excel in a fast paced, changing environment, and can you successfully deliver with the challenges of competing priorities and through engaging a range of stakeholders?��

Are you a self-starter who is keen to develop their skills and knowledge further?�

As you�ll see from the Essential Criteria within the Person Specification, we are looking for Product and Service Management colleagues who are enthusiastic with aptitude and interest in digital. Whilst the technical requirements can be learned on the job through structured learning and collaborating with experienced, colleagues, experience�of working in a technical/service management environment would be beneficial.

DWP Infrastructure Services (Networks) is responsible for managing a range of Network Services and Products. Working in collaboration with a range of internal and external partners, stakeholders and customers we ensure the operational stability, availability and quality of DWP Networks.�

Our key areas of responsibility are to provide a robust and resilient infrastructure network to colleagues and customers in 850+ sites across the DWP estate through our Wifi, SD-WAN and Internet connectivity solutions providing reliable and flexible access wherever and whenever needed, maintaining the highest levels of security at all times. Using a wide variety of tools, we are constantly assessing Network services within the On-Premise Hosting Data Centres and Secure Digital Exchange (SDX) integration with Cloud Service Providers to provide a secure, resilient service to our users.�

Job description

Demonstrate an excellent understanding of your products and Services with the use of a range of Tools to contribute to Capacity & Performance reporting by analysing a range of data.

Demonstrate a good understanding of the Incident and Problem management of your products, utilising the ITIL framework with a focus on understanding the root cause to prevent incidents and taking a proactive approach to driving forward incident and service issue resolution.

Ability to instigate, oversee and manage changes to ensure successful delivery, working closely with Engineers.��

Contribute regularly and have the ability to manage and influence continual service improvement across the range of products in your remit.�

Building, collaborating, and maintaining influential, positive and productive relationships across Network Services stakeholders, who often have competing demands and including engineering, financial and commercial colleagues.

Ensuring that the products and services that you are responsible for comply with security measures and you can effectively manage any vulnerabilities with support from security experts.�

Contribute to the development of the roadmap for each of the network products and services, ensuring the product lifecycles are successfully managed from installation to decommission.�

Proactive management of the operational risk register for individual technical areas, through reporting and ensuring that mitigation plans and actions are implemented.�

Support and manage the onboarding of new products and services, developing processes and communications.��

Developing, maintaining, and reviewing guidance and work instructions to ensure our services are managed effectively and understood.��

Contribute to Finance Management reporting, ensuring that billing is accurately validated.�

Working with vendors and suppliers to ensure they are meeting their obligations, and managing non-compliance and refreshing contracts as requirements change.��

Work with tools as required to support the process of tracking and management of Network assets, and manage documentation through the Configuration Management Database (CMDB).�

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with�essential criteria�below:

Demonstrate ability to develop effective relationships with key stakeholders and work collaboratively with colleagues across multi-functional teams.�Demonstrate good experience of effectively communicating at different levels across a range of stakeholders using a variety of methods including digital, written and verbal.�Demonstrate good experience of analysing and interpreting complex data and/or technical information, using sound judgement, to recommend considered approaches to improve situations and tasks and give explanations to colleagues, stakeholders and customers using the most appropriate method of communication to simplify and ensure understanding.�Demonstrate good experience of working under pressure in a fast-paced dynamic environment, being able to effectively manage multiple pieces of work and ensuring actions are completed in a timely manner.Deliver excellent customer service which balances quality and cost effectiveness.�Demonstrate good experience or knowledge of IT Service Management.��

Benefits

Alongside your salary, the Department for Work and Pensions contributes towards you being a member of the Civil Service Defined Benefit Pension scheme.�

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

Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.Generous annual leave � at least 23 days on entry, increasing up to 30 days over time (pro�rata for part time employees), plus 9 days public and privilege leave.Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).Family friendly policies including enhanced maternity and shared parental leave pay after 1 year�s continuous service.Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women�s Network, National Race Network, National Disability Network (THRIVE) and many more.

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.�

Salary Information

Pay for this role is from �35,711 to �36,545.

Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion may move to the bottom of the grade pay scale or 10% increase in salary whichever would be the greater.

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