IT Service position at the Department for Work and Pensions (DWP)

• Salary: £37,497–£38,373 per annum, with a Civil Service Pension (employer contribution of 28.97%).
• Contract Type: Permanent.
• Grade: Higher Executive Officer.
• Working Pattern: Flexible, part-time, full-time, or job-share options available.
• Locations: Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne, and Sheffield.

Role Overview:

The IT Service Manager will play a vital role in supporting DWP’s Digital Channels Service Management. Responsibilities include managing various digital services such as inbound and outbound mail, electronic document management, and SMS messaging. The role requires implementing, improving, and monitoring service management processes to ensure efficiency and value for money.

Key Responsibilities:

• Service Monitoring and Issue Resolution:
• Triage and support resolution of service issues.
• Escalate unresolved issues to appropriate IT service functions.
• Financial Oversight:
• Monitor costs across service lines to ensure value for money.
• Support financial management for live service contracts.
• Data and Reporting:
• Produce dashboards to monitor service performance.
• Generate management reports on service adherence to SLAs and OLAs.
• Analyze data for forecasting, capacity assessment, and service demand trends.
• Coordination and Maintenance:
• Validate and maintain service data, including SLAs, problem profiles, and contract details.
• Utilize tools like ServiceNow for effective service management.

Required Skills and Experience:

• Essential Criteria:
• Financial management experience for live service contracts.
• Knowledge of ITIL 4 Service Management Framework and tools like ServiceNow.
• Ability to undertake routine service management tasks following established procedures.
• Experience in reporting service performance to key stakeholders.
• Strong communication skills to present service status and performance effectively to diverse audiences.
• Experience working with suppliers and internal product teams.

Benefits:

• Generous pension contributions and financial well-being support.
• Flexible working arrangements, including compressed hours, job-sharing, and term-time working.
• Extensive leave policies, starting at 23 days annually (increasing with tenure), plus public holidays.
• Health and well-being support, including Employee Assistance Programs and access to HASSRA activities.
• Career development opportunities with funded learning, mentoring, and coaching.
• Inclusive environment with access to various professional networks.

Recruitment Process:

1. Application:

• Submit a personal details form, employment history, and a 1,000-word personal statement addressing the essential criteria.
• Ensure no personal identifiers are included in your application.

1. Sift and Interview:

• Initial sift may prioritize the lead criterion (financial management experience).
• Successful candidates will attend a video interview via Microsoft Teams.

Additional Notes:

• Regular travel to Newcastle-upon-Tyne is required for candidates not based in that hub.
• Hybrid working options may be discussed based on business needs and personal circumstances.
• The Civil Service is committed to diversity and inclusivity, welcoming applications from underrepresented groups and those with disabilities.

How to Apply:

Applications close at 11:55 PM on Sunday, 26th January 2025. For inquiries, contact Richard Hanley at richard.hanley@dwp.gov.uk. For detailed guidance, visit DWP Digital Careers.