IT Service Manager level 2 Department for Work & Pensions
Newcastle
Reference
24116
Location
Newcastle
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
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.
You and your role
Our IT Service Managers ensure the minimum disruption to users following changes to IT products and release of new features. Working in a team of Service Managers the role will liaise closely with Product Owners, Infrastructure Engineers, DWP technical resolver groups and DWP ITIL Management functions.
This role is within in DWP’s Third Line Office 365 Platform team. As a Service Manager level 2 you will be user focused and have experience of working in an IT environment. You should be proficient in ITIL V3 particularly, incident, problem, business continuity, change and release management.
This role is working in a 24/7, 365 days per year environment where Service is supporting critical business systems affecting 96,000 users. It includes being on call and managing changes and releases out of hours as required.
As a point of escalation, stakeholder management skills are key as are a calm, positive and organised demeanour. Working collaboratively with infrastructure engineers, other resolver groups in DWP and Product Owners to ensure that users aren’t impacted by changes and releases and incidents are resolved effectively. We operate in a shift left environment and so look for opportunities to upskill the level 2 and level 1 service teams and provide effective knowledge articles for users about our products.
Working closely with Product Owners we analyse incidents to feed in to the product design and ensure that new features enter Service with minimum disruption to users.
What skills and experience are we looking for?
Customer Service Management
- Maintains a high level of customer service.
- Has the confidence to deal with complex complaints and uses empathy to satisfy customer demands.
Problem Management
- Ensures that the right actions are taken to investigate, resolve and anticipate problems.
- Coordinates the team to investigate problems, implement solutions and take preventative measures.
- Able to dissect a problem to its component parts to identify and diagnose root causes.
- Able to troubleshoot and identify problems across different technology capabilities.
- Takes accountability of issues that occur and is proactive in searching for potential problems.
- Achieves excellent user outcomes.
Service Reporting.
- Leverages their data analytics skills to enhance business performance.
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 £43,920 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
- Leadrning, development, career progression nd 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