IT Service Management Apprentice

4 weeks ago

Sheffield, Sheffield, United Kingdom Department for Work and Pensions Full time
Position Overview
A Service Manager is responsible for executing essential service management functions, which include reporting, incident oversight, change and problem resolution, and ensuring services meet established performance targets. This role requires close collaboration with Operations at all levels to enhance service quality and elevate customer satisfaction.

Apprenticeship Focus Areas
As an apprentice in Service Management, you will be assigned to one of the following specialized teams:
  • Fraud and Debt Live Support Teams: In this capacity, you will assist in managing IT services utilized by the Counter Fraud Compliance & Debt sectors, which significantly impact the DWP Live estate across various service lines. Your role will involve supporting colleagues in the Counter Fraud & Debt Management Team to maintain the quality and accessibility of vital digital products and services.
  • Data & Analytics: This area provides a holistic view of IT Services, focusing on Service Operations and Service Excellence. The team manages a portfolio of 18 services and is continuously expanding. Responsibilities include managing Technical Debt, overseeing Incident, Change, and Problem Management, and ensuring Service Performance, Supportability, Security, Compliance, Usability, and Recoverability.
Eligibility Criteria
To qualify for this apprenticeship, candidates must meet the following requirements:
  • Possess a valid passport, birth certificate, or residence permit.
  • Have the legal right to reside and work in the UK.
  • Have resided in the UK and/or EEA for at least three years prior to the apprenticeship start date or hold refugee status.
  • Not be enrolled in full-time education or another apprenticeship at the time of starting.
  • Not hold an existing qualification at the same or higher level in a related field.
  • Possess GCSEs in Maths and English at Grade C/4 or above, or successfully complete a functional skills test.
Commitment to the Apprenticeship
It is essential that candidates are dedicated to completing the apprenticeship and achieving the qualification.

Work Hours
If applying on a part-time basis, a minimum of 30 hours per week is required, as this role integrates work and study.

Person Specification
The selection process will assess candidates against the following behaviours:
  • Making Effective Decisions
  • Communicating and Influencing
  • Working Collaboratively
  • Managing Quality Services
Benefits
Successful candidates will enjoy:
  • An employer pension contribution of up to 28.97%
  • Annual leave entitlement increasing up to 30 days, depending on the working pattern.
  • Flexible working arrangements, including hybrid working, job sharing, and compressed hours.
  • Learning and development opportunities tailored to the role, including industry-recognized qualifications and mentoring.
  • An inclusive environment with access to various staff networks.
Salary Information
The salary for this position is set at £29,500.

Selection Process
This vacancy will utilize Success Profiles to evaluate candidates based on their behaviours and experiences. The selection process includes:
  • Stage 1: Application - Submission of a personal details form, employment history, and behaviour statements.
  • Stage 2: Interview - Successful candidates will be invited to a video interview where they will present on a specific topic and be assessed on the key behaviours.
Important Information
All applications must be free of personal identifying information. Candidates must also meet security clearance requirements before appointment.

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