Lead IT Service Manager

Details
-----------

Reference number

464465

Salary

£75,026 \- £80,267
A Civil Service Pension with an employer contribution of 28\.97%
GBP

Job grade

Grade 6### Contract type

Permanent### Business area

DWP \- Digital### Type of role

Digital

Information Technology### Working pattern

Flexible working, Full\-time, Job share, Part\-time### Number of jobs available

1
Contents
------------

• Location


• About the job


• Benefits


• Things you need to know


• Apply and further information

Location
------------

This role may be located in one of the following locations; Blackpool or Manchester.

Please find further information on the Corporate hub locations here.About the job
-----------------

Job summary

Are you ready to lead a critical digital service that supports thousands of colleagues every day?

Can you shape how a high profile service is delivered, improved and trusted across the organisation?

Do you enjoy using data and insight to drive performance and continuous improvement at scale?

If so, come and join us at DWP Mobile Services as a Lead IT Service Manager.

DWP Mobile Services enables colleagues to work securely and effectively wherever they are, supporting more than 18,000 users across the organisation. This role offers the opportunity to lead service management for a vital, high volume service at the heart of that capability.

As Lead IT Service Manager, you will set the strategic direction for how the service is supported, maintained and enhanced, ensuring it remains reliable, resilient and easy to use. Working closely within a multidisciplinary product team and alongside external suppliers, you will oversee service performance, risk and demand, using data and insight to drive continuous improvement across incident, problem, change and release management.

A key focus of the role is ensuring new and enhanced features transition seamlessly into live service, maintaining a strong and consistent user experience. You will also provide clear governance, build strong stakeholder relationships and act as a senior escalation point where needed.

This is a senior leadership role with real impact, where your expertise will help ensure colleagues can access secure, effective mobile services and support DWP in delivering essential public services.

Job description

In this role you will lead service management for DWP Mobile Services, making sure colleagues receive a reliable, resilient and high\-quality service. You will set direction, provide assurance and drive continuous improvement across the service lifecycle, working closely with product teams and suppliers.

• Set the strategy and direction for service management and service delivery, ensuring clear ownership and effective governance.


• Lead and develop a high\-performing team, planning capacity and resources to meet service demand.


• Design and maintain the support model (people, process, policy and technology) in line with ITSM standards and DWP ways of working.


• Be accountable for service performance against SLAs/OLAs/XLAs, using data, insight and reporting to improve reliability and user experience.


• Embed and assure ITSM practices across incident, problem, change and release management, including test and service assurance.


• Support the Product Team to introduce new and improved features, ensuring services transition smoothly into business as usual.


• Build effective relationships with senior stakeholders and suppliers, acting as an escalation point and driving continuous service improvement.

It would be beneficial to hold an ITIL v4 Managing Professional qualification when starting the role, although this is not essential.

Person specification

When completing your employment history and personal statement, please demonstrate your extensive experience against the essential criteria outlined below:* Experience of managing IT products and services in live in a large and complex IT Service Management landscape within a product\-based digital organisation/team.

• Experience in utilising a Service Management framework (e.g. ITIL) to establish, develop, implement, manage and maintain Service Management process objectives, policies, strategies, standards, plans, processes, procedures and guidelines with stakeholders.


• Experience of managing end to end services and leading the design and implementation of a strategy and a scalable operating model to provide resilient high quality service across a multi supplier landscape.


• Experience and knowledge of a range of technologies and solutions across the service lifecycle.


• Experience in utilising strong leadership skills to manage and continuously improve the effectiveness of teams and developing capability.


• Experience in using strong stakeholder management and influencing skills with proven track record of implementation, negotiation and delivery with stakeholders at all levels.

If you would like to learn more about the role, please contact sushant.pandey@dwp.gov.uk.

Qualifications

A Foundation Certification in ITIL Service Management is a mandatory requirement for this role (ITIL4\) and evidence of this will be requested.Benefits
------------

Alongside your salary of £75,026, Department for Work and Pensions contributes £21,735 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .
We also have a broad benefits package built around your work\-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term\-time working, flexi\-time and compressed hours.


• Generous annual leave – at least 25 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.


• Support for financial wellbeing, including interest\-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.


• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first\-class programme of competitions, activities and benefits for its members (subscription payable monthly).


• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.


• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.


• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Hybrid Working

This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non\-contractual arrangement and your office will be your contractual place of work.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

Salary Information

New entrants to the Civil Service will join on band minimum.

Existing Civil Servants who secure a new role on lateral transfer will maintain their current substantive salary.

Existing Civil Servants who gain promotion will move to the bottom of the grade pay scale or receive a 10% increase applied to their current substantive salary, whichever is greater.

Any temporary allowances that you are currently in receipt of will not form part of the calculation to determine your pay. Any allowances that are in payment will cease when you move into your new role.

Things you need to know
---------------------------

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.### Selection process details

Stage 1: Application

Your application will consist of three parts:

1\. A Personal Details application form.

2\. Employment history \- this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed based on the essential criteria.

3\. Personal statement \- up to 1000 words. This statement should be used to provide examples of how you meet the essential criteria listed in the Person specification.

Ensure that all examples provided in your statement are taken directly from your own experience and that you describe the examples in your own words. If you choose to use gen\-AI to support your statement, you must follow the guidelines outlined in the Artificial intelligence and recruitment guide.

The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria.

You will be provided with one combined overall assessment score for both your CV and Personal Statement.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

Important Information

• You will be asked to com

This listing is from indeed. View original listing ↗