Job summary
Are you an experienced IT Service Manager?

If so, we’re seeking an IT Service Manager to join our End User Devices Team.

Technology Services provide the foundations upon which digital services for DWP are developed and operate. Our purpose is to deliver secure, effective and cost-efficient digital infrastructure services and to run live IT operations that support DWP business objectives.

Our teams deliver an end-to-end suite of digital products and services and is focused on the following themes:

Delivering a digital workplace that improves the way we work, by providing products and services to make our users' jobs easier.
Delivering high-quality and resilient IT services and support, to ensure our services meet existing and future network demand.
Building a world-class performance-focused user experience control centre to measure our systems and ensure we keep the department functioning.
Protecting and securing our services. We ensure our IT systems remain secure, available and resilient.
Developing our people, capability and skills. We have created a sustainable service by developing our people, bringing key skills in-house to DWP, giving our teams professional pathways to develop and opportunities to progress within Technology Services.
Job description
Manage the end to end delivery of Workplace Computing Incidents, Problems and Requests.
Act as an escalation, point for service issues, co-ordinating and driving the effort required to achieve swift resolution.
Utilise knowledge of service management frameworks ensuring ITSM best practice adherence.
Identify trends and establish continual service improvement initiatives to improve user experience.
Create, maintain and manage knowledge on behalf of the Workplace Computing Product.
Effectively manage stakeholder relationships, building long term collaborative networks with Internal and External Teams.
Promote automation and remove repetitive manual tasks, improving user experience and productivity.
Ensuring all supplier service MI is validated and assured across all Service Measures & Invoicing.
Identify personal learning and development needs required to deliver current and future work.
While not essential, holding an ITIL 4 qualification or a similar certification would be beneficial when starting the role.

Person specification
When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

Demonstrable Service Management experience, including understanding and exposure to the ITIL Service Management Framework.
Ability to build strong relationships across a wide range of stakeholders to achieve successful outcomes.
Proven track record of driving process adherence and service improvement initiatives across multiple technologies and teams.
Demonstrable experience of independently supporting and maintaining Products and Services.
If you would like to learn more about the role, please contact Oliver.canham1@dwp.gov.uk

Benefits
Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 towards you being a member of the Civil Service Defined Benefit Pension scheme.
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.