Senior IT Service Manager

Senior IT Service Manager - Live Service

Pay of £44,447, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.

DWP. Digital with Purpose.

Are you an experience ITSM? Can you help us make sure vital digital services perform reliably for millions of users?

We are looking for an experienced ITSM to join our community of tech experts in DWP Digital.

We're using 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.

You and your role

As a Senior IT Service Manager in DWP Digital, you will help ensure our major products and services deliver strong performance, great user experience and value for money.

Working within Digital Channels, you'll lead Live Service activity for key services such as Outbound Notifications, Bulk Print and the Enterprise Document Repository.

You'll use service insight, performance data and supplier input to keep services stable and high quality, collaborating closely with Digital teams, business partners and external suppliers. SLAs and OLAs underpin your work, helping drive performance and continual improvement.

Focusing on end-to-end service performance, you'll resolve complex issues quickly, prevent recurrence and provide clear advice on service design and user impact.

Your day to day responsibilities include service reporting, incident and problem management, and ensuring services meet agreed targets.

You'll join a supportive IT Service Management community with opportunities for ongoing development.

Please note: This role includes participation in a 24/7 Major Incident rota. Full training is provided.

What skills, knowledge and experience will you need?

• Strong experience in IT Service Management, with a solid understanding of recognised frameworks such as ITIL.
• Proven ability to apply in-depthknowledge of Digital Products and Services, including independently supporting and maintaining them, and presenting clear management information with well reasoned
• Demonstrable experience in forecasting and managing budgets effectively, ensuring accuratefinancial control across services.
• Experience leading and delivering continuous service improvement initiatives for large, complex products and services.

Details. Wages. Perks.

Location: You'll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield.

Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub.

Pay: We offer competitive pay of £44,447.

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

Holidays: A generous leave package starting at 26 days rising to 30 days over time.

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:

• Flexible working including flexible hours and flex-friendly policies
• 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
• Sports and social activities
• 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

Process:

We know your time is valuable so our application and selection process is just two stages:

1. Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through.
2. Interview: a single stage interview online.

CLICK APPLY for more information and to start your application.