Service Manager Service Manager …

DWP Digital
in Blackpool, England, United Kingdom
Permanent, Full time
Be the first to apply
Up to GBP34285 per annum + + Pensoin
DWP Digital
in Blackpool, England, United Kingdom
Permanent, Full time
Be the first to apply
Up to GBP34285 per annum + + Pensoin
Service Manager

DWP. Digital with Purpose.

DWP is the UK's largest government department. We deliver products and services that are used by millions of people in the UK, every day and at key moments in their lives.

We are looking for emerging Service Manager to work with us on a once-in-a-generation digital transformation of these services.

DWP Digital is our growing community of digital experts. Using fresh ideas and leading edge technologies we create innovative, scalable, user-centric digital solutions that make a difference to the lives of over 22 million people.

Duties. Work. Projects.

This is an exciting opportunity to work in one of the User Support Services (USS) Service Management Teams, part of the wider service management community that supports the delivery and continuity of DWP's live service, for over 100,000 colleagues and more than 20 million customers.

We handle IT requests for the entire department and provide 24/7 expertise to manage and restore services whenever issues occur. We use a service management tool to log IT requests, incidents, changes and problem tasks, along with instant messaging, chat service, and telephony.

We ensure that risks and issues are properly managed and contained. By working with DWP Digital project teams and operations colleagues, we:

  • optimise the delivery of new and enhanced digital products and services;
  • reduce service downtime;
  • increase operational efficiency through continual service improvements.

As a Service Manager you will collaborate with service management and operational teams to ensure service delivery is done well on time and on budget.

You'll support products and services from end-to-end, promoting service quality and customer user experience improvements, and driving effective communication at all levels.

This covers a range key service management duties including knowledge management, performance reporting, incident & problem management, resource and demand management driving increased service quality, improvement in knowledge and improved customer service satisfaction.

User Support Services are responsible for the day to day management of Real Time delivery to ensure that user demand is effectively managed within the ITIL Framework. The Teams work in a fast paced, demand driven environments to ensure user needs are effectively managed.

It's a brilliant place to launch an amazing career in Service Management. You'll work at a unlike anywhere scale, driven by a unique purpose and supported by an amazing Service Management community of practice


What skills, knowledge and experience will you need?

  • Relationship Management - identifies key stakeholders and relationships and works with teams to build these. Understands how to work with stakeholders and contributes to improving these relationships.
  • Communicating & Influencing - communicates clearly and concisely both orally and in writing. Takes time to consider the best communication channel to use for the audience, including making the best of digital resources and considering value for money.
  • Responds constructively and objectively to comments and questions. Handles challenging conversations with confidence and sensitivity.
  • Making Effective Decisions - analyses and uses a range of relevant, credible information from internal and external sources to support decisions. Consults with others to ensure the potential impacts on end users have been considered. Presents strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks.
  • Knowledge and experience of Service Management tooling (e.g. ServiceNow).
  • Changing & Improving - take a positive, open approach to the possibility of change and encourage others to do the same. Help others to understand changes and the reasons they are being put in place.
  • Displays detailed knowledge and understanding of Digital Products and Services - knowledge of a service management framework (e.g. ITIL) including Change.

Detail. Workplace. Pay.

You'll join us in your choice of our brilliant digital hubs in Blackpool, Leeds, Manchester, Newcastle-upon-Tyne and Sheffield

We also have all the tools and tech we need to enable our people to work flexibly, and many of us are working remotely at the moment due to COVID-19.

In return for your skills we offer competitive salary up to £34,285 a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package.

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

  • Flexible working
  • Family friendly policies
  • Volunteering and charitable giving
  • 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.

CLICK APPLY for more information and to start your application

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