IT Service Manager - Department for Work and Pensions - HEO

Locations: Blackpool or Manchester

Why this role?

As an IT Service Manager, you’ll be responsible for ensuring high‑quality, resilient workplace computing services that directly impact how colleagues across DWP work.

This is a role for someone who enjoys solving problems, building relationships and continuously improving services.

About Technology Services

Technology Services provides the digital foundation that DWP relies on, from live IT operations to secure infrastructure and end‑user services.

The team focuses on:

• Delivering a modern digital workplace
• Running resilient, reliable IT services
• Improving performance and user experience
• Protecting and securing services
• Developing skills and creating clear career pathways

What you’ll be doing

As an IT Service Manager, you will:

• Manage the end‑to‑end delivery of workplace computing incidents, problems and requests
• Act as a senior escalation point, coordinating teams to drive timely resolution
• Apply IT Service Management best practice (ITIL‑aligned) pragmatically
• Identify trends and lead continual service improvement initiatives
• Create, maintain and manage service knowledge for workplace products
• Build strong relationships with internal teams and external suppliers
• Promote automation, reducing manual effort and improving user experience
• Validate and assure supplier service data, performance measures and invoicing
• Proactively identify your own learning and development needs

Who this role is for

This role could be a great fit if you:

• Have strong IT Service Management experience
• Enjoy working across teams and building trusted relationships
• Are confident managing live services and escalations
• Like improving processes and service quality
• Can work independently while collaborating widely
• Care about user experience, not just technical delivery

Essential experience (summary)

You’ll need experience in:

• IT Service Management, including exposure to ITIL frameworks
• Driving service improvement across multiple technologies and teams
• Supporting and maintaining products and live services
• Working with stakeholders and suppliers to achieve outcomes

Interested?

This partner post gives you the highlights.

Click through to the full Civil Service Jobs advert to see full details and apply.