Senior IT Service Manager (Problem Management) Department for Work & Pensions

Reference 14609
Location Blackpool, Manchester, Newcastle-upon-Tyne
Salary Up to £58,135
Work hours 37
Employment type Permanent
Job benefits

A brilliant Civil Service pension with employer contributions circa 20%, generous annual leave, flexible working and lots more…

Closing date 13 October 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 a “Senior IT Service Manager “to work with us on in a once-in-a-generation digital transformation. This is an exciting time to join DWP Digital. We are transforming the way DWP delivers our services to meet the evolving needs of society and our workforce of 86,000.

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. This is a big challenge, but also a big opportunity. You will get the chance to work on one of the biggest, most ambitious Digital transformation programmes in the UK.

All our Service Managers 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. They will be acting as a point of escalation by other areas of service management and functional areas , and responsible for ensuring compliance of policies and procedures. We are looking for someone who is strategic with an ability to see the bigger picture.

You will have the chance to use and stretch your abilities, strengthen your experience and continue your professional development in a supportive environment. You will work alongside people who care passionately about public service, making a difference and delivering for our customers.

You and your role

As Senior Service you will require a good / working knowledge across the complete spectrum of infrastructure (e.g. Servers, Storage, Network and Database).

We are looking for a someone who will drive, facilitate and manage the execution of the Problem Management process for specific problems following service failures or from trend analysis, identifying and fixing the underlying defects as quickly and safely as possible with the smallest possible business impact.

You will be expected to be on call in the event a major incident turns into a critical situation (Code Red) in order to provide heightened problem determination focus to the technical teams.

You will monitor the effectiveness of appropriate service management processes (e.g. Problem Management) analysing metrics, reporting on performance design, and making recommendations for improvement and reduction to service downtime.

What skills, knowledge and experience are we looking for?

As a Senior Service Manager , you will have experience of leading and continuously improving multiple IT Service Management teams in complex, multi-discipline environment, ensuring IT service management delivers service value to the customer.

Experience working with technical capabilities and restoring service as quickly and safely as possible, with minimal business impact with timely and relevant communications.

You will have the ability to troubleshoot and identify problems across different technologies and infrastructure. You will be taking accountability of issues that occur and proactive in searching for potential problems in order to achieve excellent user outcomes.

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.

You’ll manage supplier relationships and be an ace trouble-shooter, ideally resolving an issue before it hits escalation.

Where will you work?

Your role will be based in your choice of our easy-to-reach digital hubs in either Blackpool, Manchester, Newcastle- Upon-Tyne. We provide our teams with the latest tech and tooling, and foster a collaborative culture to help our agile, multidisciplinary teams think big and try new things.

We have a range of facilities across the sites including coffee shops and restaurants, table tennis, yoga, a swimming pool, gym facilities and loads more. Get in touch to find out more about your preferred location.
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 £58,135, 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 and development, including coaching, mentoring, progression opportunities and guaranteed 5-days formal learning per year.
• And lots more

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