Lead Service Manager Department for Work & Pensions




Number of vacancies





£60,740 — £72,933

Work hours


Employment type


Job benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• An employer pension contribution of up to 27%
• A generous annual leave allowance, starting @ 25 days and rising to 30 days per year

Closing date

18 April 2021

Job description

DWP.  Digital with Purpose.

DWP is the UK’s largest government department. Our creative and disciplined DWP Digital teams are leveraging innovative technology and design to transform products and services used by 22 million people, powering payments worth £165bn a year.

We are looking for a Lead Service Manager to set and execute the vision and strategy for service management across a portfolio of Children-focused services to ensure availability, performance and process maturity across this complex landscape.

We’re also responding to Covid-19. Accessible, robust digital products and services like these have never been more important to our users, or to the thousands of dedicated DWP colleagues working to support them.

Duties. Work. Projects.

You’ll join our Child Services Team. We are tackling a challenging portfolio of activity including the Child Maintenance Group Transformation Programme where we are designing and building new services and improving older ones.

You’ll lead across these services, You’ll own, monitor, analyse and drive improvements to live services and help to shape services in development.

You’ll also lead your people, as a mentor and by sharing a vision for your team and the service, making sure quality Service Management is at the heart of everything we do.

As a Lead Service Manager, you’ll understand what good and bad service looks like, and how to ensure end-user satisfaction. You’ll be able take a holistic view and design and implement the end-to-end service wrap for new Children products and services.

You have strong knowledge of Service Management and great stakeholder management skills. You use your expertise to manoeuvre, steer and support a talented team. You’ll develop a team of experts who deliver service improvements, drive the identification, prioritisation and implementation of improvements and efficiencies, to make sure DWP gets maximum value.

If you are looking for a role where you can influence change within one of the largest government organisations, this is it. You’ll build big, effective and influential relationships with key stakeholders, all driven by the extraordinary purpose of delivering world class services with the potential to change lives.

What skills, knowledge and experience do you need to show us?

In your application we want you to show what you can do by telling us what you have done. Tailor and structure your responses to evidence the skills and experience we’re looking for. 

Details. Wages. Perks.

You’ll join our team in our brilliant Newcastle hub: https://careers.dwp.gov.uk/our-locations/newcastle/

We also all have the tech and tools we need to enable our people to work flexibly, and many of us are working remotely at the moment due to COVID-19.

We offer a competitive salary up to £72,933, a brilliant civil service pension of circa 27% and a leave package starting at 26 days.

We also have a broad benefits package built around your work-life balance which includes:

CLICK APPLY for further information and to start an application on Civil Service Jobs. 

If you have any questions of you want to discuss the role before you apply get in touch with me via mimi.enefiok@dwp.gov.uk


Apply now