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Digital Service Management Lead

1 month ago

Birmingham, Birmingham, United Kingdom DWP Digital Full time

Company Overview


DWP Digital is a pioneering organization that has revolutionized the way government services are delivered. By bringing IT in-house, introducing automation and self-service, and accelerating public cloud adoption, we have achieved remarkable success. As a Senior IT Service Manager, you will be part of our team that drives innovation and excellence.



Job Summary

We are seeking an experienced Senior IT Service Manager to join our digital service management team. This role offers a unique opportunity to lead the analysis and resolution of complex issues, build stakeholder relationships, and deliver high-quality support for digital products and services used by millions. Your expertise will be invaluable in ensuring service levels meet agreed targets, managing end-to-end service performance, and overseeing contracts with third-party suppliers.

Key Responsibilities:

  • Drive analysis and resolution of complex issues, escalating where necessary
  • Build and maintain strong stakeholder relationships
  • Deliver high-quality support for digital products and services
  • Manage end-to-end service performance
  • Oversee contracts with third-party suppliers


Requirements

To succeed in this role, you will need:

• Proven IT service management experience within a framework such as ITIL

• Strong stakeholder management skills, including successful collaboration and negotiation

• Independent capability in managing digital products/services and reporting

• High accuracy and attention to detail in service delivery and customer support

• Experience in budgeting and financial forecasting

• Knowledge of notification and document repository services (beneficial)

What We Offer

As a valued member of our team, you can expect:

• A competitive salary range of £42,614 to £45,081

• A generous leave package starting at 26 days rising to 31 days, plus bank holidays

• Flexible working arrangements, including hybrid work model

• Access to professional development opportunities, coaching, and mentoring

• A dynamic and award-winning work environment

• Opportunities for career progression and growth