Service Manager Department for Work & Pensions


Reference 81329
Number of vacancies 1
Location London
Salary £39,957 — £45,018
Work hours 37
Employment type Permanent
Job benefits

A brilliant Civil Service pension with employer contributions circa 27%, generous annual leave, flexible working, great work life balance and lots more.

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

Closing date 1 December 2020

Job description

DWP. Digital with Purpose.

DWP Digital are looking for a new Service Manager to join our team. You’ll help us design and deliver a once-in-a-generation digital transformation of services that are used by millions of people every day.

You’ll work on a highly visible and rewarding programme with the opportunity to craft and add to the direction of the service to bring to life our conscientious and revolutionary vision for our UK citizens;

Using fresh ideas and leading edge technologies – and putting the user at the centre of everything you do – you’ll create a wraparound service for users, designing innovative digital solutions that make a difference to the lives of our 22 million users.

Find out what we’re working on and all about life at DWP Digital on our blog:

Delivery. Work. Projects.

As a Service Manager for our large and complex flagship welfare reform programme, you’ll need a slightly different focus and approach to the norm.

You’re not an atypical Service Designer. You’re progressive and user-focused. You draw value from user analysis, and anticipate the problems and trends of tomorrow rather than just fixing the issue that is under your nose.

You see the big picture. You think holistically about an entire product/service journey, and that helps you identify potential issue and hot spots, now and in future, and mitigate against them.

We want a Service Designer who understands the benefit of investing in and building relationships with users and stakeholders, and bringing them along on the journey.

You will lead and manage a great team, embedded within multi-disciplinary development team, working together to analyse and resolve complex issues, and calling in support from other areas of our expert digital community. You will forge strong links from those teams to the Agent Support team that handle incidents, creating a ‘one team’ approach.

You’ll also have a role providing support, advice and guidance and training product support, and you’ll make sure that Products and Services are delivering value for money and meeting business and user requirements.

You’ll be joining a cooperative and collaborative team with a clear commitment and understanding of the impact of what they are doing, outcome and really making a difference to people. We are committed to your learning and development and will support with relevant qualifications and programmes.

What skills, knowledge and experience will you need?

Details. Wages. Perks.

Your base will be in London. Find out more about the hub here:

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 competitive salary up to £45,018, a brilliant civil service pension with employer contributions worth 27%, 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.

You’ll be asked to complete a personal statement. Please use this opportunity to communicate your user analysis and user focused skills in looking after products and services. We would also welcome applications from any Product Owners and Business Analysts who can communicate the skills outlined and who think they can design a fully operational and seamless service for millions of users.

We are an equal opportunity employer and we welcome applications regardless of age, disability, gender, race or sexuality.

If you have any questions of you want to discuss the role before you apply get in touch with me via

Apply now