Senior IT Service Manager
2 weeks ago
We are seeking an experienced IT Service Manager to join our team at DWP Digital. As a Senior IT Service Manager, you will be 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.
Key Responsibilities- Manage the performance of the Products/Services within your remit, ensuring alignment to customer expectations and defined targets.
- 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.
- Ensure Products/Services are delivered to agreed processes and policies.
- Provide high-quality initial support for all end users, understanding and trying to resolve user issues and queries.
- 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.
- 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.
We offer a competitive salary of up to £43,347 per annum, a brilliant civil service pension with employer contributions of 28.9%, worth up to £12,527 a year, and a generous leave package starting at 26 days, rising to 31 over time. We also have a benefits package built around your work-life balance, including flexible working, hybrid working, family-friendly policies, time off for volunteering and charitable giving, and more.
We are an award-winning organization, and we offer professional development, coaching, mentoring, and career progression opportunities. If you are passionate about providing high-quality support in a technology-driven environment and have a detail and service focus, we encourage you to apply for this exciting opportunity.
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