IT Service Manager - Live Service - DWP Digital - Multiple locations
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Job Description
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Job summary
Do you thrive in a challenging environment and actively seek solutions?
Sounds like you?
We'd love to hear from you!
We are looking for an IT Service Manager who would like to be part of a team delivering real value to our DWP colleagues and citizens.
You will be part of the Live Support team supporting business critical systems used by Counter Fraud Compliance & Debt (CFCD), which is currently the largest business directorate impacting the DWP Live estate across all service lines.
You will provide support to members of the Debt Management Team and help ensure the quality and availability of the critical Digital products and services that the department depends on.
Comprehensive training in Service Management, leading to ITIL certifications is available.
Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.
Job description
As an IT Service Manager you are 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.
This is a highly visible role with the successful candidate required to undertake key activities associated with Service Management. Working as part of a team, you may undertake Service Management activities such as:
- Proactive role within Debt Management Live Support team, using recognised Service Management processes, procedures and policies to resolve incidents, problems & issues and escalating where appropriate to relevant IT service functions.
- Providing high quality support for all end users, understanding and trying to resolve user issues and queries, managing end user communication and expectations.
- Meeting or exceeding agreed SLAs and OLAs for Incident, Problem and Change Management.
- Liaising effectively and courteously with colleagues and stakeholders via various channels (e.g. phone, email, Teams).
There may be a requirement for you to provide out of hours support in this role. This is voluntary and may include evenings and weekends.
Person specification
The behaviours and technical skills are outlined in the selection process details.
If you would like to learn more about the role, please contact peter.sweeney1@dwp.gov.uk.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
- Working Together
- Making Effective Decisions
Technical skills
We'll assess you against these technical skills during the selection process:
- Continual Service Improvement
Benefits
Alongside your salary of £30,975, Department for Work and Pensions contributes £8,973 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We also have a broad benefits package built around your work-life balance which includes:
- Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
- Generous annual leave - at least 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus 9 days public and privilege leave.
- Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
- Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
- Family friendly policies including enhanced maternity and shared parental leave pay after 1 year's continuous service.
- Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
- An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more.
This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
Salary Information
New entrants to the Civil Service will join on band minimum.
Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.
Existing Civil Servants who gain promotion may move to the bottom of the grade pay scale or 10% increase in salary whichever would be the greater.
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
Stage 1: Application
Your application will consist of three parts:
1. A Personal Details application form.
2. Your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please copy this information into the box field provided.
3. 250-word statements on the following behaviours and technical skill:
- Communicating & Influencing
- Managing a Quality Service
- Working Together
- Making Effective Decisions
- Continual Service Improvement - Regularly review own and teams work including identification of potential Risks and take initiative to identify and suggest Continual Improvements that support Business outcomes.
The sift panel will use the information in your employment history and behaviour and technical statements to assess your experience, skills and knowledge.
For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.
Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign.
You will receive a score for your Behaviours and Technical Skills. You will not receive a score for your Employment history, it is used to add context to your behaviours.
Important information
- You will be asked to complete your employment history. Any information that you would customarily share on a CV should therefore be entered onto the application form.
- Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
- If your employment history, behaviours and technical statements contains any personal details your application will be withdrawn.
- We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read the DWP AI Candidate Guide to understand how you can make the best use of GenAI while ensuring your application remains authentic and effective.
Stage 2: Interview
If you're successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the behaviours and technical skill listed within the advert.
Interviews will take place from end of April 2025. Interview dates to be confirmed.
Further information
Find out more about Working for DWP
A reserve list may be held for a period of 6 months from which further appointments can be made.
If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.
All successful candidates and those placed on reserve will be posted in merit list order by location.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
Security Clearance Requirement
For further information on National Security Vetting please visit the Demystifying Vetting website.
You must meet the security requirements before you can be appointed. The level of security needed is security check.
For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers.
Reasonable Adjustment
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DigitalRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the "Reasonable Adjustments" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.
For further information on reasonable adjustments, terms and conditions and how we recruit visit the How we recruit page.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).
See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
- Name :Peter Sweeney
- Email :peter.sweeney1@dwp.gov.uk
Recruitment team
Further information
Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here: https://careers.dwp.gov.uk/how-we-recruit/.
Attachments
DWP Terms and Conditions January 2024 Opens in new window(docx, 17kB)
Success-Profiles-Candidate-Overview-Accessble-Version Opens in new window(docx, 67kB)
Requirements
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