Senior IT Service Manager

DWP Mobile Services provides secure mobile devices and services so colleagues can work safely wherever they are. As Senior IT Service Manager, you will support service management for this critical, high-volume service used by more than 18,000 colleagues. You will work within a multi-disciplinary product team and with external suppliers to manage service performance, risk and demand.

You will operate in a Product aligned environment, which uses agile for product delivery and ITIL for service management. Primarily, but not exclusively, you will be responsible for the development and maintenance of the Product & Service Lifecyle, ensuring product features and enhancements are designed and delivered in a supportable manner with a focus on user outcomes and value creation.

You will support service operations activity across core IT Service Management (ITSM) Practices including Incident, Problem and Change Enablement, optimizing end to end processes and driving a culture of operational excellence. You will drive continuous service improvement activity, identifying improvement opportunities and driving them through to completion.

You will help to define ITSM solutions for the Product, ensuring a compliant and value driven ITSM proposition aligned with ITIL4 and other governance frameworks., * Working as part of the Service within Product Team, primarily, but not exclusively, acting as the bridge between Delivery and Service.

• Support the delivery team with the design of new products and services, ensuring ITSM requirements are captured and understood at ideation stage of the delivery lifecycle.
• Lead on the transition of new product features and enhancements, ensuring intended value is materialised and that products and services are supportable, maintainable and delivered to Live Service in a seamless manner.
• Proactively work with Service and Operational stakeholders to identify, capture and manage service improvement opportunities. Working with the delivery team to drive improvements into the delivery Lifecyle and through to completion.
• Maintain the relationship between Delivery, Service and Operational teams across the Product and drive a culture of visibility and collaboration.
• Engaging with Stakeholders up to director level, offering meaningful insights and management information.
• Supporting the Service Operations team with traditional ITSM practices and activity including Incident, Problem and Asset Management requirements, Supplier Management, Risk and Governance.
• Supporting day to day operational activity for the service, constantly pursuing a culture of operational excellence.
• Develop and maintain the Service Design & Transition Strategy, ensuring alignment with organisational standards (e.g., Delivery-Agile, Service-ITIL4).
• Lead the design of end-to-end service models, covering people, process, technology, tooling, roles, and SLAs.
• Produce, own, or coordinate Service Acceptance Criteria and Service Readiness Assessments.
• Coordinate service pilots, early life support (ELS), and phased go lives.
• Manage the handover of services from product delivery teams into BAU support teams.
• Ensure risk, dependency, and impact assessments are conducted and actioned before transition.
• Drive alignment between product teams, service operations, and enabling teams (e.g., Security, Networks, Tooling, Supplier Management).
• Translate technical or product requirements into service support requirements.
• Create and manage documentation in-line with service design and transition processes and methodology.
• Create and manage documentation for in-life services, including but not limited to, strategy, standard operating procedure, gap analysis, support models, technical support and user knowledge., 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., Ensure that all examples provided in your statements 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 statements, you must follow the guidelines outlined in the Artificial intelligence and recruitment guide. The sift panel will use the information in your employment history, personal statement, and technical statement to assess your experience, skills and knowledge. An initial sift will be conducted using the technical statement. Candidates who pass the initial sift will be progressed to a full sift. If you do progress to a full sift, you will be provided with one combined overall assessment score for both your employment history and Personal Statement., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

• Proven track record as an experienced Service Management professional with a Solid understanding of ITSM Frameworks such as ITILv4, COBIT or ISO20000. Experienced in all core ITSM practices such as incident, problem and change management.
• Demonstrable experience of identifying and implementing service improvement opportunities and continuous improvement processes.
• Experienced in test and assurance of services to agreed targets defined in Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and/or Experience Level Agreements (XLAs), etc, through performance and reporting analysis.
• Significant experience in building and maintaining effective relationships with senior stakeholders and/or suppliers within a service management context, including managing conflicting priorities and expectations to achieve service goals.

4. Technical statement (up to 250 words). The following statement is aligned to the required technical skill of: Operational Management. This statement should be used to provide example(s) of how you meet the criterion below:

• Demonstrable experience of IT Service Management in a Product environment with working knowledge of Agile. Including Project management exposure within a product focused Agile environment, with experience of transitioning new products, features, and services into the live service environment and creating Service artifacts such as process diagrams, knowledge base articles, support scripts., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Pulled from the full job description

• Annual leave
• Employee discount
• Employee assistance programme
• Company pension
• Cycle to work scheme, Alongside your salary of £44,447, Department for Work and Pensions contributes £12,876 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.