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Senior IT Service Manager
2 months ago
We are seeking an experienced IT Service Manager to join our team at the Department of Work & Pensions. As a Senior IT Service Manager, you will play a key role in ensuring the delivery of high-quality IT services to our customers.
Key Responsibilities- Manage the performance of IT 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 program of continual service improvements across the wider support team.
- Ensure IT 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 centered on operational running of IT 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.
- Competitive pay of up to £43,347 per annum.
- Eligibility for a brilliant civil service pension with employer contributions of 28.9%, worth up to £12,527 a year.
- 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 are an award-winning organization that values and supports the professional development and growth of our employees. We offer a range of benefits, including flexible working, family-friendly policies, and professional development opportunities.
