ARE YOU AN EXPERIENCED IT SERVICE MANAGER CAPABLE OF IMPLEMENTING AND IMPROVING SERVICE MANAGEMENT WITH AN IN-DEPTH KNOWLEDGE OF REQUEST FULFILMENT? IF SO, THIS COULD BE THE JOB FOR YOU!

This is an important service manager role in the User Support Services – Service Request & Fulfilment Management team within DWP Digital. The team is responsible for the provision of a Request Management service where users of DWP equipment, systems and applications can easily and efficiently find, order and receive the IT services that they need to perform their roles.
There are currently over 600 catalogue items available to order with approximately 70,000 requests made each month. The role is important as there is an ongoing need to introduce new services, maintain and retire existing services and continually improve the user experience of ordering IT services. Without an effective means to order and obtain these services DWP colleagues wouldn’t be able to effectively undertake their roles.

JOB DESCRIPTION

The post holder will be responsible for working collaboratively with colleagues in DWP Digital and across the DWP business to ensure that the required catalogue items are developed, deployed and maintained in line with the relevant policies, procedures, standards and agreements.
DWP uses ServiceNow as its service management platform and supported by the leadership of a Senior IT Service Manager the post holder will be required to undertake catalogue item requirements gathering, development, testing and administration within that platform.
The post holder will need to work collaboratively and proactively within the team and with business stakeholders, owning and managing work packages to ensure the request catalogue is developed and maintained to a high quality and in a timely manner.
As you would expect in an IT environment there is a high volume of change that drives a continuous pipeline of demand, which needs to be prioritised and delivered at pace in line with scheduled platform release cycles.

Responsibilities include:

• Creating, strengthening, and owning stakeholder relationships to ensure catalogue items are effectively developed, maintained and improved, in a timely, consistent, user-centric manner and in line with relevant standards.
• Working proactively across stakeholder groups to identify changes that could impact existing request services or those under development. In such cases work with stakeholders to identify and agree solutions to any issues.
• Proactively using MI/Dashboards in ServiceNow with stakeholders to manage and improve the request service, in terms of both user satisfaction and fulfilment performance measures.
• Owning and co-ordinating analysis and resolution of complex issues seeking support from, or escalating to, relevant stakeholders.
• Continuous improvement of all Service Request Management processes to maintain successful outcomes.
• People and team engagement, ensuring personal performance and development needs and opportunities are identified and met, as well as ensuring that delivery commitments are achieved.

TECHNICAL SKILLS

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

• Service Management

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)
• 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

SERVICE MANAGEMENT: PLEASE PROVIDE EVIDENCE OF YOUR EXPERIENCE OF WORKING IN A SERVICE MANAGEMENT ENVIRONMENT, PARTICULARLY IN THE ROLE OF CATALOGUE ADMINISTRATOR.

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.
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.

Responsibilities include:

• Creating, strengthening, and owning stakeholder relationships to ensure catalogue items are effectively developed, maintained and improved, in a timely, consistent, user-centric manner and in line with relevant standards.
• Working proactively across stakeholder groups to identify changes that could impact existing request services or those under development. In such cases work with stakeholders to identify and agree solutions to any issues.
• Proactively using MI/Dashboards in ServiceNow with stakeholders to manage and improve the request service, in terms of both user satisfaction and fulfilment performance measures.
• Owning and co-ordinating analysis and resolution of complex issues seeking support from, or escalating to, relevant stakeholders.
• Continuous improvement of all Service Request Management processes to maintain successful outcomes.
• People and team engagement, ensuring personal performance and development needs and opportunities are identified and met, as well as ensuring that delivery commitments are achieved