DWP. Digital with Purpose.
DWP is the UK's largest government department. We help people into work, and make payments worth over £195bn a year to support some of the most vulnerable people in our society.
We are looking for a Senior IT Service Manager with experience of ITIL based methodology to join our community of tech experts in DWP Digital. If you know how to get the best out of suppliers and operational teams to deliver cost effective, efficient and timely service delivery we want to hear from you.
Our agile teams are driving a once-in-a-generation transformation of government services, using fresh ideas and leading-edge technologies to create innovative, scalable and user-centric digital solutions.
The DWP products and services we maintain and modernise will be used by nearly every person in the UK, at key moments in their lives. The scale of what we do is extraordinary, and our scale and purpose is unique. We'd love you to join us.
Delivery. Work. Projects.
In this role you will work to support a wide range of IT services and technologies which vary in scale, age and criticality, and you'll have or develop a good understanding of each.
You take on the sorts of service management duties you'll be familiar with like incident management, problem management, service level agreement (SLA) and operational level agreement (OLA) management. But you might never have done it at this scale, or in such a co,plex landscape of new and legacy services.
There'll be some requirement to provide on call support in responding to queries addressing all aspects of the Products and Services including reference to policies and processes.
You're an expert and a champion in service management and change management. You'll analyse and resolve complex issues, provide support, training and lots more than ensure DWP's digital service continue to work for our users and colleagues.
You'll also work collaboratively with other Product and Service teams to support the smooth integration of releases into the live environment.
What skills, knowledge and experience will you need?
You're a leader – you inspire those around you to deliver, welcome and respond to challenge and stand up for your team when you need to.
You have experience of Customer Service Management – you maintain a high level of service and can confidently and empathetically deal with complex complaints and customer needs.
You're a good communicator – you communicate in a straightforward, honest and engaging manner, using the right style and tools to influence those around you
You know how to manage a Quality Service – you understand the complexity and diversity of customer needs, and deliver a high quality, efficient and cost effective service.
You have good decision making skills – you can take a wide range of complex and sometimes incomplete evidence and communicate decisions confidently, even if they prove to be unpopular.
ITIL Professional certification or equivalent experience.
Details. Wages. Perks.
You'll join us in our brilliant digital hub in Blackpool, accessible from across the North West with lots of parking.
We also have all the tools and tech we need to enable our people to work flexibly. We offer hybrid working with time at home and in the office, and many of us are currently working remotely due to COVID-19.
In return for your skills, we offer a competitive salary of up to £40,666 a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package starting at 26 days.
We also have a broad benefits package built around your work-life balance which includes:
Flexible working, flexi hours and up to 3 flexi days off a month
Hybrid working: some time in a hub with the team, some time at home
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
Working in an award-winning environment and culture
Professional development, coaching, mentoring and career progression opportunities.
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