IT Service Manager Department for Work & Pensions


Reference 12605
Location Blackpool
Salary Up to £39,674
Work hours 37
Employment type Permanent
Job benefits

A brilliant Civil Service pension with employer contributions circa 20%, generous annual leave, flexible working, great work life balance and lots more.

Closing date 2 October 2019

Job description

If you’re creative with a passion for learning new things, want to be empowered to make decisions and challenge the norm, and want to bring your ideas to a MASSIVE digital challenge then you’ll love it here. And we’d love to hear from you

We’re looking for talented IT Service Manager to be a part of our DWP IT Service Management team, and become a key part of one of the UK’s biggest and most high-profile digital transformation programmes, a once-in-a-generation tech-driven reform of government products and services, improving the lives of over 22 million people

You and your role

As an IT Service Manager you are responsible for implementation, management and improvement of service level management for DWP’s projects.

You love solving problems and have worked as an IT Service Manager (ITSM). You’ll display a detailed knowledge and understanding of Digital Products and Services.

You will undertake standard service management duties including reporting, incident management, problem management, change management,service level agreement (SLA) and operational level agreement (OLA) management and may need to provide on call support.

You’ll analyse and resolve complex issues, enlisting support and escalating where appropriate to relevant IT service functions. You’ll provide IT business support and ensure that Products and Services are delivering the best value for money and are purchased to meet business and user requirements.

In addition, you may have line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation.

You are responsible for managing service level agreements (SLAs) and operational level agreements (OLAs) to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.

What skills, knowledge and experience are we looking for?

ITIL Professional/ certified or equivalent preferred but not essential

Experience of ITIL Service Management Lifecycle including Change Management with good knowledge of executing testing activities.

You will participate in Service Design and Testing activities to develop new and existing Service Delivery governance processes.

Manage incidents, problems and change in accordance to the relevant policies and processes within DWP and
contribute to the design of the support model which includes policies, processes, people and technology in alignment with service management process and policies.

Where will you work?

You’ll join our team in one of our digital hub in Blackpool. We provide the latest tech and tooling and foster a collaborative culture to help our agile, multidisciplinary teams think big and try new things. You will work alongside people who care passionately about public service, making a difference and delivering for our customers.

In DWP, we believe in giving you a working experience that meets your needs and expectations and that means a focus on work-life balance, flexible hours, team-based working and the ability to work from multiple locations.
We are an equal opportunity employer and we welcome applications regardless of age, disability, gender, race or sexuality.

Our Offer
In return for your skills we offer competitive salary up to £39,674, a brilliant civil service pension, and a generous leave package.

We also have a broad benefits package built around your work-life balance which includes:
• Flexible working
• Family friendly policies
• Volunteering and charitable giving
• Discounts and savings on shopping, fun days out and more
• Interest-free loans to buy a bike or a season ticket, so it’s even easier for you to get to work and start making a difference
• Sports and social activities
• Learning and development, including coaching, mentoring, progression opportunities and guaranteed 5-days formal learning per year.
• And lots more
CLICK APPLY for further information and to start an application on Civil Service Jobs.
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