IT Service Manager

5 days ago

Eccles, United Kingdom eFinancial Careers Full time

**DWP. Digital with Purpose.**
- Do you thrive in a complex, user-oriented IT environment and actively seek solutions?
- Can you motivate a team to deliver a quality service and drive improvements?
- Are you looking for a role where your skills can make a difference to millions of DWP users, and thousands of DWP colleagues?
- Do you want flexible working hours, a mix of home working and time in the office, a 27% pension, and real investment in your skills and career?

DWP is the biggest government department in the UK. Our DWP digital teams are transforming systems, software, products and ways of working so we can better deliver support, advice and £195bn payments to many millions of people. It's as big and importantas it sounds.

We are looking for an IT Service Manager who would like to be part of a team delivering real value to our DWP colleagues and citizens.

You will be part of the Live Support team supporting Counter Fraud Compliance & Debt, which is currently the largest business directorate impacting the DWP Live estate across all service lines (approx. 9,500 staff).

You'll a high-quality service is achieved for the end-to-end technology solution, support services and user experience in CFCD. Sometimes that might mean going over and above and working evenings or weekends to get the job done.

You'll be leading an established team of Service Manager, and be part of a thriving Service Management community with access to all the support and learning you need to grow your skills and career.

**What will I do day-to-day?**
- Work leading the day-to-day Fraud, Error and Debt Live Support teams, to resolve incidents, problems, issues you can sort and escalating the ones you can't
- Providing high quality communication and support for all end users, resolving their issues and queries
- Planning, scheduling and coordination people and time to enable effective service delivery to enable business as usual
- Liaising effectively with colleagues and stakeholders via various channels
- Monitoring and reporting on service level metrics, including SLAs.
- Previous experience of IT Service Management.
- Knowledge of a Service Management Framework e.g. ITIL.
- Displays an awareness and understanding of Digital Products and Services.
- Demonstrable experience of independently supporting and maintaining Products and Services.

**Details. Wages. Perks.**

You'll join us in your choice one of our Digital Hubs in Manchester or Leeds.

We also have all the tools and tech we need to enable our people to work flexibly. We work a hybrid model, with some home working and some time in the office
- In return for your skills, we offer a competitive salary of up to £34,285.
- You'll be eligible for a brilliant civil service pension with employer contributions worth over 27% too.

You'll also generous leave package starting at 24 days, plus all the usual bank holidays, and the option to take **extra days off** on flexi leave.

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

- Flexible working, flexi hours and flexi days
- Hybrid working: some time in a hub with the team, some time at home
- Family-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
- Working in an award-winning environment and culture
- Professional development, coaching, mentoring and career progression opportunities.

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