Senior IT Service Manager

DWP. Digital with Purpose.

Join DWP Digital as a Senior IT Service Manager and play a vital role in delivering high-quality integration services in a fast-paced, evolving environment.

We're using fresh ideas and leading-edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives.

DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people.

The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

What skills, knowledge and experience will you need?

This Senior IT Service Manager is part of the Integration Team within DWP Digital's Service Management function. You'll work in a fast-paced, collaborative environment, taking ownership of complex live services and driving improvements that enhance service quality and user experience across government.

Our team supports deployments, configuration, and management of integration products, as well as building self-service and strategic integration solutions used across DWP and other departments.

Your responsibilities will include defining and managing service management processes, SLAs, and OLAs, as well as leading incident and problem management. You'll analyse and resolve complex issues, maintain stakeholder relationships, and ensure products and services meet agreed performance targets.

You'll be managing staff, supporting 24/7 operations, and participating in an on-call rota for incident support, with full training provided.

We are ideally looking for people with strong knowledge of the ITIL Service Management Lifecycle. It is essential that you can pass Security Check clearance.

Details. Wages. Perks.

Location:
You'll join us in one of our brilliant digital hubs in Blackpool, Manchester or Newcastle-upon-Tyne, whichever is most convenient for you.

Hybrid Working:
We work a hybrid model - you'll spend some time working at home (40%) and some time collaborating face to face in a hub (60%).

Pay:
We offer pay of £44,447.

Pension:
You'll get a brilliant civil service pension with employer contributions of 28.97%, worth over £12,876 per year.

Holidays:
A generous leave package starting at 26 days rising to 31 days over time.

You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays.

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

• Flexible working including flexible hours and flex-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
• Professional development, coaching, mentoring and career progression opportunities.

And we have an award-winning environment and culture:

• DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards
• Diverse and Inclusive Leadership at Digital Leaders Awards 2024
• Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025
• Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards

Process:

We know your time is valuable, so our application and selection process is just two stages:

1. Apply:
   complete your application on Civil Service Jobs. There'll be full instructions when you click through.
2. Interview:
   a single stage interview online.

CLICK APPLY
for more information and to start your application.