IT Service Manager

Department for Work and Pensions
Newcastle Upon Tyne, UK
14 Jun 2019
19 Jun 2019
Contract Type
Full Time
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 IT Service Managers to work with us on in a once-in-a-generation digital transformation. Our people work on projects that are revolutionising products and services that are used by millions of people every day.

We know that better digital services in government will mean better public services. 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.

You'll be keen to take on the challenge of working for the UK's largest government department in a role with a remit to protect over £170 billion worth of payments including payments to some of the most vulnerable members of society.

About your role

As Service Manager you are responsible for implementation and improvement of service level management. Working as part of a team, you undertake a range of service management activities, e.g. resolving incidents, tickets, issues, IT debt correction and responding to queries addressing all aspects of the Products and Services including reference to policies and processes.

You triage complex issues, to support and escalate where appropriate to relevant IT service functions. You provide a single view on service performance for key stakeholders, our IT service managers produce key management reports on adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) including interpretation and analysis of data.

You will also provide IT business support and make sure that Products and Services are delivering the best value for money and are purchased to meet business and user requirements, this will also include providing support to Product/Service Managers, including scheduling meetings, taking the minutes and managing the progression of actions (e.g. Service Review Meetings).

In addition, you may have line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation and taking responsibility for ensuring the Continuous Service Improvement Plan is regularly updated with the current statuses and actions are followed up.

What are we looking for?
  • Experience in providing IT support, advice and guidance to users
    * Collates data from repositories and provides basic reporting
    * The ability to identify and engage with non-technical users to understand their needs and communicate technical guidance simply and successfully.
    * Ability to work in a disciplined environment under pressure to meeting challenging objectives & timescales.
    * Experience of delivering a consistently high standard of customer service both internally and externally.

Qualifications: A certification in ITIL is desirable but not mandatory.

Where You'll Work

You'll join us in our easy-to-reach digital hub in Newcastle upon Tyne, a modern, vibrant workplace that was designed for and by members of our community. We're really close to Longbenton Metro, and you'll enjoy our gym, sports facilities, great food options and sense of community.

We provide the latest tech and tooling and foster a collaborative culture to help our agile, multidisciplinary teams think big and try new things. You will work alongside people who care passionately about public service, making a difference and delivering for our customers.

We're the UK's biggest government department with over 80,000 diverse and brilliant people on our team. 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 £26,477 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
    * And lots more...

Building Our Future

We believe the work we do really matters, so we're serious about investing in your ability.

You'll have access to a huge suite of training and learning opportunities to complement the new skills and experience you'll acquire on the job. You'll share ideas with colleagues from across the tech community, and grow your skills via our coaching and mentoring programmes.

CLICK APPLY for more information and to start your application. If you want to talk about this opportunity before you apply contact me via .uk

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