DO YOU ENJOY WORKING IN A FAST-PACED ENVIRONMENT CONTINUALLY LOOKING TO EVOLVE?

In DWP our Service Managers take on a range of key service management duties - we manage and resolve issues and monitor patterns and trends.
In DWP Digital Delivery for Digital Channels our teams work on services/products that impacts some of the most vulnerable people in society. We’re looking for people who are as motivated by that unique purpose as we are.
This is a key role within the Digital Channels Team that supports delivery through commercial contracts, working with cross functional teams to fulfil requirements and support management of supplier relationships. In addition to this you will be monitoring and reporting on Product/Service, Incident/Ticket and Problem Management activities and responding to queries addressing all aspects of the Products and Services as well as owning and managing financial and budget activities within the team.

JOB DESCRIPTION

Digital Modernisation & Efficiency, Digital Channels Live Services team have a clear mission/mandate to transform the way DWP delivers customer facing services. The Live services team are responsible for change, live run, development, and strategic direction across our products.
Working dynamically out of Digital Hubs, our diverse, dynamic teams focus on driving better outcomes. We work hard to ensure all our team can work to the rhythm of their lives and families.
Service Managers collaborate with technical teams, support teams and business areas to ensure products are delivered to agreed performance targets in a cost effective and timely manner. The role and responsibilities will align to end-to-end support services and performance of a product(s) or a combination of the two, promoting service quality and customer user experience improvements. They act as an interface between Digital and third-party suppliers, defining and articulating direction and working with suppliers throughout to ensure delivery of services to meet business needs whilst demonstrating best value.
The Senior IT Service Manager is responsible for implementation, management, and improvement of service management, and undertakes a range of key duties including reporting, incident management, problem management, relationship management, performance improvement and management of services to agreed service level agreement (SLA) and operational level agreement (OLA), working closely with all business areas across all levels to increase quality and drive improved end user satisfaction. On call support may also need to be provided.
As Senior IT Service Manager be 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.
Line management responsibilities, which would require setting objectives, managing development of others, and acting as a point of escalation.
Travel between Digital Hubs may be required to suit business needs.

TECHNICAL SKILLS

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

• Standard 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

Digital
Information Technology