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Do you have experience of working in a IT Service Management environment?

Do you have experience of working across a range of stakeholders and enjoy building relationships?

We are looking for a IT Service Manager to take on a range of key service management duties to resolve issues and monitor patters and trends.

You will be working within DWP Digital Delivery for Digital Channels. Our teams work on services and products that impact some of the most vulnerable in society.

We’re looking for people who are as motivated by that unique purpose as we are.

Digital Channels, part of Shared Channels Experience, comprises three key Product Areas – Customer Communication and Media, Digital Assisted Services and Next Generation Contact Centre (NGCC), combining with a clear mission/mandate to transform the way DWP delivers customer facing services.

This is a key role within the Digital Channels Team that supports delivery through a mixture of internal and commercially supplied services – working with cross functional teams to fulfil requirements and support management of supplier relationships.

Our teams are responsible for change, live run, development, and strategic direction across our products.

Working dynamically out of six Digital Hubs, our diverse, dynamic teams focus on driving better outcomes. We work hard to ensure all our teams can work to the rhythm of their lives and families.

You will collaborate with technical teams, suppliers 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.

Our team acts 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.

Our IT Service Managers are 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.

Our IT Service Managers analyses and resolves complex issues, enlisting support and escalating where appropriate to relevant IT service functions, and provides IT business support, procedural, guidance and training product support, making sure that Products and Services are delivering the best value for money in meeting business and user requirements.

There may be line management responsibilities, which would require setting objectives, managing development of others, and acting as a point of escalation.

There may be a requirement to join an “on-call” rota providing night cover 18:00-08:00 with occasional shifts 08:00-18:00 Saturday or Sunday. The cover is shared around the team.

As part of the application process you need to align your application to the following Essential Criteria:

• Demonstrable experience of independently supporting and maintaining Products and Services.


• Experience of applying knowledge of a IT Service Management Framework e.g. ITIL in managing IT Products and Services.


• Working in a disciplined environment to meet challenging objectives and tight deadlines, delivering at pace and demonstrating adaptability & leadership.


• Experience of building successful working relationships with internal and external stakeholders.


• Managing a quality service ensuring high standards are maintained at all times and Service Levels met.

• An employer pension contribution of up to 27% For further information please click here.


• Annual leave rising up to 30 days, (based on your working pattern).


• Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.


• Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring.


• An inclusive and diverse environment with opportunities to join staff networks including: Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Salary Information Pay for this role is from £35,711 to £36,545. Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview. Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary. Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.

Job contact :

Name :


Jonathan Ford






Email :


jonathan.ford1@dwp.gov.uk

Recruitment team

Email :


digitalrecruitment.grs@cabinetoffice.gov.uk