IT Service Manager

Job summary

Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.

Are you an experienced IT Service Manager who wants to be responsible for service delivery, improvement and support for DWP’s strategic MI platform?

Would you like to contribute to shaping and defining existing and future strategies and policies, providing guidance to others on working in the strategic context. Ensuring that through evaluation that business requirements are met or exceeded.

You would need to collaborate with stakeholders and champion users internally, articulating their needs but with a focus on all users. Offering recommendations on the best tools and methods to use.

Do you want to join an exciting, fast-paced team that has a large and growing portfolio of MI products enabling the business to gain insight and make more informed decisions?

With a user community in the 1000’s and expanding, users range from front line managers to the Secretary of State.

This is an exciting time to take on this role. You’ll help support our mission to deliver exceptional MI products and services that work for all users.

Job description

The IT Service Manager will be responsible for:

• Ensuring value and quality is achieved for the end-to-end technology solution support service and/or user experience of a digital Service.
• Be responsible for managing the performance of the Products/Services within their remit ensuring alignment to customer expectations and defined targets, and that relevant support functions remain responsive to customer needs.
• Support reporting processes on programme performance against project records and into Senior Leadership Team (SLT).
• Act as an interface between Digital and third-party suppliers, monitoring compliance against Service Level Agreements (SLA) and Operational Level Agreements (OLA), through regular performance reporting, monitoring service level infractions, trend and forecasting analyses and developing new SLAs and metrics to inform service demand and quality.
• Contribute to the development, improvement and maintenance of policies, standards, and guidelines for the delivery of Products/Services.
• Coordinate activities and communications for major and business critical events.
• Establish and manage a programme of continual service improvements across the wider support team, ensuring these are aligned to quality management, risk management, security policies and procedures, etc. and the identified actions to maintain or improve levels of service are implemented.
• Ensure Products/Services are delivered to agreed processes and policies.
• Ensure all change is communicated and managed, with appropriate governance.
• Provide high-quality initial support for all end users, understanding and trying to resolve user issues and queries.
• Coordinate and validate the data inputted into relevant Service Management tooling, including SLAs, service information, problem and resolution profiles, reference data, and contract and support details.
• Prepare and disseminate regular reports to support processes, SLA, OLA optimization for DWP and other Government Organisations.

Specific tasks to include:

• User Access Management:
  Manage, capture and record user access requests. Ensuring compliance with SLA’s and governance processes.
• Request Management:
  Maintain Tracker solution: Recording updates on progress and external team responses.
• Management of user access requests including both individual user or bulk user requests.
• Incident Management:
  Capture and actively manage the incident management process, including Management Reporting. Ensuring Incidents are recorded in-line with agreed processes including categorisation, assignment through update processes through to resolution as appropriate.
• Relationship Management: Providing responses to stakeholder and user access queries both written, via email, and verbally as appropriate.
• The creation and updating of Knowledge Articles to support shared learning/understanding.

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• Demonstrable experience of independently supporting and maintaining Products and Services
  - Knowledge and Experience of incident management systems, ServiceNow or equivalent.
  - Knowledge and experience of leading active conversations with Stakeholders to support Product support and delivery/provision of service elements including user access and incident management processes.
  - Awareness or experience with Power BI.
• Understanding of Service Management Framework
  - Use expertise and insight, adhere to relevant Service Management practices, e.g. Incident Management, Problem Management, Change & Release Management, IT Service Continuity, Supplier Relationship Management, etc, as well as any associated policies, standards and guidelines applicable to the Products or Services.
  - Experience or knowledge of ITIL.
• Stakeholder Management
  -Experience of collaborating with internal and external stakeholders/users/suppliers in a complex environment requiring a high degree of co-ordination/management.
• Service Delivery
  -Understanding of successful delivery of end user IT Services and continual improvement to ensure value to the business.
• Continual Service Improvement
  - Responsible for ensuring Products/Services and Processes are actively managed and continually maturing, coordinating activities and resources to effectively develop and manage capability and optimisation.
  - Co-ordinate with key Stakeholders to develop plans and co-ordinate activities to ensure delivery.
• Managing a quality service
  -Ensuring high standards are maintained at all times and Service Levels met.

If you would like to learn more about the role, please contact [email removed]

Benefits

Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

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 23 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 mate