IT Service Manager

DWP. Digital with Purpose.

We are looking for an IT Service Manger to join our community of tech experts in DWP Digital.

Our DWP Digital teams use 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.

What skills, knowledge and experience will you need?

• Demonstrable Service Management experience, including understanding and exposure to the ITIL Service Management Framework.
• Ability to build strong relationships across a wide range of stakeholders to achieve successful outcomes.
• Proven track record of driving process adherence and service improvement initiatives across multiple technologies and teams.
• Demonstrable experience of independently supporting and maintaining Products and Services.

You and your role

As an experienced IT Service Manager within our End User Devices team, you will be responsible for managing incidents, problems and service requests affecting the devices people use day-to-day.

You'll be a central escalation point, coordinating multiple technical teams and suppliers to restore service quickly. You'll play a key part in assuring supplier performance, validating management information and supporting accurate service reporting and invoicing.

You'll need to be good at working with, influencing and engaging stakeholders, with close collaboration required across internal teams and external partners to deliver effective, resilient services.

You'll take a proactive approach to analysing service performance, identifying trends and driving continual service improvement is essential, alongside promoting automation and reducing manual processes to enhance both user experience and productivity.

We'll support you as you develop your skills, experience and career. We want someone who is actively looking to identify learning and development needs, and who can help us grow as a community too - contributing to the increased maturity, security and sustainability of Workplace Computing services.

Details. Wages. Perks.

Hybrid Working: We work a hybrid model - you'll spend some time working at home (40%) and some time collaborating face to face in a hub (60%).

Pay: We offer competitive pay for this role of £38,772

Pension: You'll get a brilliant civil service pension with employer contributions of 28.97%, worth over £11,232 per year.

Holidays: A generous leave package starting at 24 days rising to 26 days after one year.

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:

• 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
• 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 three stages:

1. Apply: complete your application on Civil Service Jobs.
2. Interview: A single stage interview online.

CLICK APPLY for more information and to start your application