Senior Service Manager – Document Management Department for Work & Pensions


Reference 1643517
Number of vacancies 1
Location London
Salary Up to £62,146
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 26 August 2019

Job description

Are you passionate about continuous service improvement? Do you have expertise in contact centre/telephony based services?

Can you present MI that can be translated into real process improvement? And are you ready to be part of our ground-breaking journey and epic digital transformation? Then we’d love to hear from you…

We’re looking for a talented Senior Service Manager to join DWP’s Digital Channels project and become a key part of one of the UK’s biggest and most high-profile digital transformation programmes, a once-in-a-generation reform of government products and services.

What is Digital Channels?

Digital Channels is a key enabler in DWP’s journey to becoming a modern, digital organisation. And it’s big. We’re redesigning and delivering distinct but interrelated communication channels to over 20 million citizens each year. We handle 120 million transactions each year, rising to 210million by 2022/23. With a focus on intelligent technology, citizen-led design, and automation, we’re developing an omnichannel service that will provide a high quality, integrated and seamless customer experience and save up to £450m by 2023.

You’ll join our brilliant Document Management team

The Document Management team is responsible for DWP’s physical and digital document services. We’re removing and reducing the Department’s reliance on paper channels (printing, post and scanning).
It is massive. We look after all of the DWPs printing activities and have responsibility for all scanning, indexing, storage and retrieval of documents. This currently totals over 1 billion records, all maintained to the highest standards of information security.

We intelligently index over 700,000 items per day, and manage data capture, storage and legitimate data sharing across Government. In terms of contact management and document repository systems, there is nothing like this anywhere else in public or private sectors.

And we’re innovating. We use automation techniques like machine learning, optical character recognition and cognitive tools to support our frontline colleagues and to speed up responses to our customers, including some of society’s most vulnerable people.

You and your role

You’ll be part of our Document Management team the home of digital records and services which involves over 89,000 staff and customers and all traffic in/out of DWP.

You’ll be involved in phasing out document legacy systems, introducing automation and ultimately managing a digital contact centre based service in a fast-paced environment that is constantly improving and changing.

You’ll manage supplier relationships and be an ace trouble-shooter, ideally resolving an issue before it hits escalation. You’ll be a process improvement ambassador and advocate for Cloud/Agile, and you will ensure that MI is fit for purpose and driving our evolution.

What are we looking for?

Where will you work?

You’ll join us in our brilliant digital hub in central London, right at the heart of government in Westminster. We’re really close to St James’ Park and Westminster tube stations and just a short walk from Victoria.

In Channels 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 provide the latest tech and tooling and foster a collaborative culture to help our agile, multidisciplinary teams think big and try new things.

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 £62,416, 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:

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

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