Senior IT Service Manager Newcastle upon Tyne, England
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About the job
Job summary
Are you someone with experience in using Service Management skills to deliver high performing IT Services in a fast-paced working environment?
Do you want to help shape a new Service Management function within Data-as-a-Service (DaaS), which is part of the Data & Analytics Directorate within DWP Digital one of UK government’s largest IT environments?
Do you pride yourself in being able to get the best out of people whilst ensuring their wellbeing is kept in focus?
Using ITIL based methodology you will collaborate with Service Suppliers and Operational teams to lead service delivery to agreed performance targets in a cost effective, efficient, and timely manner.
We are a division of nearly 200 colleagues specialising in engineering, manufacturing and delivering critical live Data Products and Data Services both internally to the Department and externally to other Government Departments, Local Government and agencies.
We analyse, report and protect information in line with DWP’s needs, fully exploiting data in support of the ‘One DWP’ vision. We also support the detection of fraud in the benefits systems providing data and MI to support both DWP and cross government reform programmes.
Job description
We are seeking three Senior IT Service Manager roles that will have the following core purpose and responsibilities:
- Quality and process compliance checks and balances to ensure a common service management approach across DaaS
- Effectively manage relationships, building long term collaborative networks with Technical Service Teams including other stakeholders
- Utilise knowledge of service management frameworks (predominantly ITIL4) to educate, communicate and ensure ITSM best practice
- Promote adoption and rollout of DWP Place (DWP version of ServiceNow) across DaaS
- Develop and coordinate service improvement plans and promote automation
- Provide effective supply and demand management at team and functional level
- Work with teams to create, analyse, interpret data and produce reports/dashboards to support forecasting, determine capacity, and trends
- Lead and task manage staff which carry out a full range of service management duties
- Perform a full span of line management duties (including objective setting and team / individual performance management) whilst promoting diversity, inclusion, and equality
- Champion the right culture, values, and behaviours.
The successful candidates are invited to express preferences for the following two team roles within the new Service Management function:
Role One – Service Operations SEO Service Manager (two posts):
Service Operations is the function that provides to facilitate the achievement of effective and efficient service management.
- Support the Lead Service Operations Manager to set up and run the new Service Operations team
- Drive the integration and adherence of ITIL Incident, Problem, Change and Knowledge management best practice across the DaaS DevOps Product Development Teams & Platform teams.
- To drive the use of DWP Place (ServiceNow) as our ITSM ‘Operate’ tool, and to act as a conduit with Technical Services and other teams DaaS relies upon.
- Act as an escalation point for service issues, problem management prioritisation, DevOps Product and Delivery Managers.
Role Two – Service Excellence SEO Service Manager (one post):
Service Excellence is a new function that provides proactive service management of our IT platforms, reducing the risk of security vulnerabilities, managing FinOps and optimising the availability of our IT services.
- Support the Senior Service Excellence Manager set up and run the new Service Excellence team
- Capacity management
- Support business continuity management (BCM), creating and managing plans for IT service continuity and recovery in case of disaster.
- Configuration management
- Patching management
- Monitoring and alerting improvements.
Person specification
If you would like to learn more about the role, please contact [email protected].
Benefits
- An employer pension contribution of up to 27% For further information please click here.
- Annual leave rising up to 30 days, (based on your working pattern).
- Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.
- Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring.
- An inclusive and diverse environment with opportunities to join staff networks including: Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
This job 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. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
Salary Information
Salary for this role is from £38,469 (Band min) to £41,480 (Band max).
Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.
Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.
Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.
Things you need to know
Selection process details
Stage 1: Application
Your application will consist of three parts:
1. A Personal Details application form.
2. Your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please copy this information into the box field provided.
3. Personal statement up to 1000 words.
When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:
- Lead criteria: A strong understanding of IT Service Management, methodologies, frameworks, processes, and techniques (ie - ITIL, Agile, Lean, DevOps etc) with particular focus on Incident, Problem and Change Service Management processes*
- Ability to build strong relationships and exert influence across a diverse range of stakeholders and services
- Experience with utilising knowledge of technologies, solutions and tooling options across projects, portfolios, and service lifecycle to improve services and technical understanding across teams
- Experience in exploring, identifying and exploiting opportunities for Continual Improvement
- Experience in providing direction for the monitoring and reporting of service metrics that define expected service quality and performance.
- Should a large number of applications be received, an initial sift may be conducted using the lead criteria.
For Hints and Tips on completing your application visit our blog Getting Hired at DWP Digital .
Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign.
Important Information
- You will be asked to complete your employment history any information that you would customarily share on a CV should therefore be entered onto the application form.
- Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
- If your employment history/personal statement contains any personal details your application will be withdrawn.
Stage 2: Interview
If you’re successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the essential criteria.
Interviews will take place from late March.
Other information:
Find out more about Working for DWP
A reserve list may be held for a period of 6 months from which further appointments can be made.
Offers of employment: Following the interview stage, should you not reach the required standard for the advertised (Senior IT Service Manager, SEO grade) role, we may be able to offer you a role which would be a grade below the advertised post under our “Near Miss” process. Any candidates falling into this category will be contacted once the interview results have been released. There are other positions that might interest candidates within Service Management and still with DaaS.
A reserve list may be held for a period of 6 months from which further appointments can be made.
Reserve list candidates will be posted in merit order by location.
Security Information
You must meet the security requirements before you can be appointed. The level of security needed is security check.
For meaningful checks to be carried out individuals you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers.
Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Reasonable Adjustment
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
The evidence you provide in your application must relate to your own experiences. If evidence of plagiarism is found your application will be withdrawn.
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team :
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission
