IT Service Manager Department for Work & Pensions
Newcastle
Reference
22817
Location
Newcastle
Salary
Up to £33,448
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
25 November 2019
Job description
Do you want to be part of something really big? If you’re creative and curious to learn, want to be empowered to make decisions and challenge the norm, and want to bring BIG ideas to a MASSIVE digital challenge then you’ll love it here. And we’d love to hear from you.
DWP are looking for IT Service Managers to work with us on in a once-in-a-generation digital transformation. Our people work on projects that are revolutionising products and services that are used by millions of people every day.
We know that better digital services in government will mean better public services. Using fresh ideas and leading edge technologies – and putting the user at the centre of everything we do – we create innovative digital solutions that make a difference to the lives of our 22 million users.
About the role
As a Service Manager you will undertake a range of key service management duties including reporting, incident management, problem management and management of services to agreed targets (i.e. SLA and OLA) and work closely with Operations across all levels, driving increased service quality and improved customer service satisfaction.
You’ll support underpinning technology, business operations and policies and non-technical artefacts within a 24×7 operations environment and take ownership of the alignment to the citizen experience. You will help drive analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions.
At this level our Service Managers are also be responsible for implementation, management and improvement of service level management. You would also have line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation.
We are looking for a candidate who can provide IT business support and make sure that Products and Services are delivering the best value for money and are purchased to meet business and user requirements.
What skills andd experience are we looking for?
Customer Service Management
- Resolves user requests to a minimum of the agreed service level agreement.
- Able to empathise with the end user. Uses customer-focused metrics to achieve a satisfying outcome.
Operational Management
- Understands the operational processes of running and maintaining product or service.
ITIL Service Management Lifecycle
- Application of ITL in complex organisations.
Where You’ll Work
You’ll join us in our easy-to-reach digital hub in Newcastle
Our Newcastle hub is easily accessible by bus, rail and Metro (Longbenton). Our facilities include a TechBar, 2 restaurants, catering pods and vending machines, sports facilities, ATM banking, cycle shelter and showers.
We’re the UK’s biggest government department with over 80,000 diverse and brilliant people on our team. We are an equal opportunity employer and we welcome applications regardless of age, gender, race or sexuality.
Our Offer
In return for your skills we offer competitive salary up to £33,448 a brilliant civil service pension, and a generous leave package. There is an element of out of hours work as part of this role so On-Call Allowance is payable.
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, coaching, mentoring, career progression opportunities and lots more
CLICK APPLY for more information and to start your application. If you want to talk about this opportunity before you apply contact me via dean.simon@dwp.gov.uk