Senior IT Service Manager

• Proven track record as an experienced Service Management professional with a solid understanding of ITSM frameworks such as ITIL v4, COBIT or ISO20000.
• Demonstrable experience of driving service improvement initiatives and embedding continuous improvement practices.
• Experience measuring, analysing and assuring service performance against agreed targets, including SLAs, OLAs and XLAs.
• Significant experience building and maintaining effective relationships with senior stakeholders and suppliers, managing competing priorities to achieve successful service outcomes.

You and your role

As a Senior IT Service Manager within our Mobile Services team, you'll play a key role in ensuring new products, features and enhancements are successfully transitioned into live service for more than 18,000 colleagues across DWP.

Working in a product-led environment, you'll act as the bridge between delivery teams, service operations, suppliers and stakeholders, ensuring service requirements are considered from the earliest stages of development. You'll lead service readiness, transition planning and go-live activities, helping to deliver secure, supportable and user-focused services.

Alongside service design and transition, you'll contribute to wider ITSM activities including change, incident and problem management, while driving continual improvement and operational excellence. Strong communication and stakeholder management skills will be essential as you bring teams together to deliver successful outcomes.

Pay: We offer competitive pay for this role of £44,447

Pension: You'll get a brilliant civil service pension with employer contributions of 28.97%, worth over £12,876 per year.

Holidays: A generous leave package starting at 25 days rising to 26 days after one year.

You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays.

We have a broad benefits package built around your work-life balance which includes:

• Time off volunteering and charitable giving
• Bring your authentic self to work with 'I Can Be Me in DWP'
• 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
• Professional development, coaching, mentoring and career progression opportunities.

And we have an award-winning environment and culture:

• DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards
• Diverse and Inclusive Leadership at Digital Leaders Awards 2024
• Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025
• Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards

We are looking for an Senior IT Service Manger to join our community of tech experts in DWP Digital. Our DWP Digital teams use fresh ideas and leading-edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives. DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people. The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.