Senior Service Manager Department for Work & Pensions

Job description

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.

We’re looking for talented Senior Service Manager to join our growing community of experts and become a key part of one of the biggest and highest-profile digital transformation programmes in the world. 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 You

This role presents an exciting opportunity to work with Digital leaders within the department and across government as part of the 17,000 strong DDaT profession.

For this role security is embedded in everything you do, this is a first line of defence for some of our most critical systems. Our Senior security risk managers support and ensure consistency in approach for the delivery of risk-informed decisions regarding current and future security investments required to protect assets, and transform security architecture.

As a Senior Service Manager for DWP you will be responsible for how we manage UC digital services in Leeds. You’ll be working closely with the product teams and other service management colleagues to not just identify, manage and respond to incidents, but also to help shape how we continually improve our services end-to-end. You will help us mature our services by bringing best practices to bear, thinking strategically and using your influencing skills in a highly collaborative environment. Beyond the numbers, you care deeply about the outcomes we deliver for society.

Our Service Managers collaborate with service management and operations teams to ensure service delivery teams deliver to the agreed performance targets in a cost effective and timely manner. Their responsibilities will align to end-to-end support services, the end-to-end performance of a product(s) or a combination of the two, promoting service quality and customer/citizen user experience improvements.

All Service Managers will undertake a range 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, they service manager will be much aligned to the transformation of end user computing, they will be acting as a point of escalation by other areas of service management and functional areas , they will be responsible for ensuring compliance of policies and procedures, we are looking for someone who is strategic with an ability to see the bigger picture.

Essential Criteria:

• • Experience of leadership and working with senior stakeholders to ensure the right capability is in place to achieve quality outcomes.
  • Experience of implementing the strategy for service management across platforms, multiple channels, or a portfolio of products/services to ensure availability and performance in a complex, multi-supplier environment.
  • Experience of managing performance of Products/Services, ensuring the support functions remain responsive to customer needs and provide consistently high standard of customer service to internal and external stakeholders.

Where You’ll Work

You’ll join us in our brilliant digital hub in Leeds, our Leeds hub is based in the city centre and is easily accessible by bus and rail.  A shuttle bus service also runs on a daily basis to and from the railway station.  Its facilities include a restaurant, coffee bar, vending machines, cycle shelter and showers.  There’s also the Forum Leisure Centre and Woodpecker Café Bar which have a swimming pool, squash courts and a gym.

DWP Digital is part of the UK’s biggest government department, and along with 85,000 colleagues, we support 20 million people every day to help them to find work and save for their future. Few other organisations globally provide the same opportunity to apply next-generation digital technology on a massive scale to issues which touch the lives of so many.

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 £57,275 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, development and progression opportunities

HOW TO APPLY: For further information and to start an application on Civil Service Jobs click apply.

Apply now