Senior IT Service Manager - Live Service - DWP Digital - Multiple Locations

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Job Description
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Job summary

Are you an experienced IT Service Manager?

Do you have experience of leading teams?

If so, come join us as a Senior IT Service Manager.

As a Senior IT Service Manager, you are responsible for delivering the vision and strategy of the Lead Service Manager across the integration product suite, ensuring processes are followed, documented and matured. You will drive common service management processes that keep our products safe in live service and, where possible, will look for opportunities for continual service improvement of our processes.

Strong leadership, engagement, influencing and people management skills are required to develop, implement, and run exceptional support services to meet all performance and financial management targets/OKRs, financial management, and create an engaged, effective, and efficient customer focused service management function.

This Senior Manager post has functional accountability and management of all Integration services, ensuring value and quality is achieved for the end-to-end delivery and support of these services. The role requires regular exercise of choice and judgement sometimes in challenging, pressurised situations. Resilience and excellent communications along with influencing and interpersonal skills are essential to support effective senior stakeholder engagement and management.

Job description

As a Senior IT Service Manager you are responsible for ensuring implementation of the support strategy for Service Management across platforms, multiple channels, or a portfolio of Products/Services to ensure quality, availability, performance and process maturity ensuring alignment to Business outcomes.

You will champion cross team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers.

Advocate and support use of effective Change Management tools and processes ensuring the team actively engages in Change to ensure minimum disruption to IT services.

Lead in the definition and design of the support model which includes policies, processes, people and technology in alignment with agreed strategy and Service Management process and policies to meet the needs of the Business.

Understand and build effective relationships with stakeholders and suppliers. Act as an escalation point for the Products/Services within your portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising.

Responsible for ensuring compliance to agreed Service Management processes and procedures.

Ensure the appropriate measures and reporting mechanisms are in place, including Key Performance Indicators (KPIs), Operational Levels and Services Levels, capacity, trends and quality which align to Business outcomes and inform on the health and trends for Products/Services in their Portfolio.

Responsible for ensuring the effective monitoring and, progression of end to end Live service performance, and quality issues across the service, to ensure support functions and technical services remain responsive to customer needs.

Support the definition, negotiation, and management of Service Management provision and associated SLAs and internal Operational Level Agreements(OLAs) for Products/Services.

Drive a proactive approach to forecasting and trending across Portfolio to ensure quality, capacity and resource demands are anticipated and impending risks managed.

Providing Business outcome focused reporting/dashboards to Digital and operational stakeholders.

Create and maintain a culture of Continual Improvement. Ensure processes in place to identify and explore improvement opportunities. Lead engagement with stakeholders to prioritise, agree and implement opportunities to deliver service improvements that optimise Business outcomes and align to agreed strategy.

Manage team ensuring they clearly understand responsibilities and Business priorities, working together to fulfil shared objectives. Complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes.

Person specification

See selection process for further details.

If you would like to learn more about the role, please contact Caicy.sandford1@dwp.gov.uk.

Technical skills

We'll assess you against these technical skills during the selection process:

• Supplier Relationship Management

Benefits

Alongside your salary of £55,557, Department for Work and Pensions contributes £16,094 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 25 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 Experience and Technical skills.

Stage 1: Application

Your application will consist of four parts:

1. A Personal Details application form.

2. Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed.

3. Personal statement - up to 1000 words. This statement should be used to provide examples of how you meet the essential criteria below:

• Displays extensive knowledge and understanding of Digital Products and Services including use of service management tool set e.g. ServiceNow.
• Knowledge of technologies and solutions, demonstrable experience and capability across service lifecycle.
• Managing a Quality service including infrastructure technology across a multi supplier landscape.
• Demonstrable experience of Service Management Framework e.g. ITIL.
• Extensive experience in building and developing effective working relationships with senior Business, Suppliers and IT managers.

Further details around what this will entail are listed on the application form.

4. Technical statement (up to 250 words).

• Supplier Relationship Management - Experience of managing 3rd party supplier relationships and leading large IT Products and Services in a Live service environment.

The sift panel will use the information in your employment history, personal statement, and technical statement to assess your experience, skills and knowledge.

An initial sift will be conducted using the technical statement. Candidates who pass the initial sift will be progressed to a full sift.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

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, personal statement or technical statement contain 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 experiences listed above

Interviews will take place from late April 2025. Interview dates to be confirmed.

Further information

Find out more about Working for DWP

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.

A reserve list may be held for a period of 6 months from which further appointments can be made.

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.

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.

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 :Caicy Sandford
• Email :Caicy.sandford1@dwp.gov.uk

Recruitment team

• Email :digitalrecruitment.grs@cabinetoffice.gov.uk

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
Success-Profiles-Candidate-Overview-Accessble-Version Opens in new window(docx, 67kB)
DWP Terms and Conditions January 2024 Opens in new window(docx, 17kB)

Requirements

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