Service Manager Department for Work & Pensions



Number of vacancies



Blackpool, Manchester, Newcastle-upon-Tyne, or Sheffield


Up to £34,285

Work hours


Employment type


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

5 May 2021

Job description

DWP. Digital with Purpose.

DWP is the UK’s largest government department. We deliver products and services that are used by millions of people in the UK, every day and at key moments in their lives. We are looking for a talented Service Manager to work with us on a once-in-a-generation digital transformation of these services.

Our multi-disciplinary DWP Digital teams use fresh ideas and leading edge technologies to put the user at the centre of everything we do. We create innovative, scalable digital solutions that make a difference to the lives of our 22 million users and to our amazing DWP colleagues.

Duties. Work. Projects.

This is an exciting opportunity to work in one of our User Support Services (USS) Service Management Teams. We’re part of the wider service management community that supports the delivery and continuity of DWP’s live service, for over 100,000 colleagues and more than 22 million customers.

We handle IT requests for the entire department and provide 24/7 expertise to manage and restore services whenever issues occur. We use a service management tool to log IT requests, incidents, changes and problem tasks, along with instant messaging, chat service, and telephony.

We ensure that risks and issues are properly managed and contained. By working with DWP Digital project teams and operations colleagues, we optimise delivery of products and services, reduce downtime and increase efficiency.

Your responsibilities will cover end-to-end support products and services, promoting service quality and customer user experience improvements, and driving effective communication at all levels.

You’ll have chance to work on knowledge management, performance reporting, incident & problem management, resource and demand management, and improved customer service satisfaction.

If you’re motivated by delivering brilliant customer service to end users and meeting user demand and you want a fast paced, varied role with massive scope to grow your Service Management career, then apply today.

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

Detailed knowledge and understanding of Digital Products and Services


Service Reporting

Change & Improvement

You’ll join us in a brilliant digital hub in your choice of Blackpool, Manchester, Newcastle-upon-Tyne, or Sheffield:

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.

In return for your skills we offer competitive salary up to – £34,285 a brilliant civil service pension with employer contributions worth over 27%, 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
• Professional development, coaching, mentoring and career progression opportunities.

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