Senior IT Service Manager (Live Service) - Department for Work and Pensions - SEO

Location

This role may be located in one of the following locations; Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield.

Please find further information on the Corporate hub locations here.

Please note that for candidates requesting to work in Newcastle, the role will initially be based at Benton Park View. It will then move to 1 Pilgrim Place in Newcastle city centre by the end of 2027.

About the job

Job summary

As a Senior IT Service Manager in DWP Digital, the role focuses on ensuring that major DWP Products and Services deliver reliable performance, strong user experience and value for money. Within the Digital Channels directorate, the post holder supports and leads Live Service activity for strategic services such as Outbound Notifications, Bulk Print and the Enterprise Document Repository.

The role brings together service insight, operational performance data, supplier delivery and stakeholder needs to maintain stable and high quality services. Close collaboration with Digital teams, Business partners and external suppliers ensures that support is delivered to agreed performance targets in a timely and cost-effective way. Service level agreements and operational level agreements form the basis of this framework, helping to monitor performance and drive continual improvement.

A focus on end to end service performance is central, with attention given to service quality, user outcomes and overall customer satisfaction. When complex issues arise, the role requires confident analysis and coordination across teams and suppliers to restore service quickly and prevent recurrence. Strong stakeholder relationships are essential, with clear advice given on service design, user impact and value delivered.

Core service management duties include reporting, incident and ticket management, problem management and day to day oversight of services against agreed targets. These activities support the wider aim of improving service quality, ensuring value for money and enhancing the experience for users and citizens.

You will join the DWP Digital IT Service Management community, benefiting from a supportive professional network and opportunities for continued personal and career development.

Please note: You will be required to provide Major Incident support both during normal working hours and outside of hours as part of a rota that operates 24/7. Full training will be provided.

Job description

• Manage and lead 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.
• Responsible for leading day to day live service support for the operational running of Products and Services. Provides effective line management by setting clear objectives, supporting development and maintaining regular performance conversations. Acts as the main point of contact for colleagues and stakeholders, ensuring smooth communication and prompt resolution of issues.
• Oversee day to day activities of junior members of the team and delegate administrative tasks relating to Service Management processes and the wider team.
• Establish and manage a programme of continual service improvements across the wider support team, ensuring these are aligned to quality management, problem management and resolution profiles, 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 new and changed Products/Services are sufficiently and safely supported into live service whilst meeting the expectations of customers and service management standards.
• Provide high quality initial support for all end users, understanding and trying to resolve user issues and queries.
• Understand user needs and make an initial assessment on the impact/urgency of requests and incidents.
• Ensure effective management of issues raised on all channels and handle the resulting incidents using agreed incident management processes, procedures and policies.

Person specification

See selection process for further details.

If you would like to learn more about the role, please contact aisha.gultasab@dwp.gov.uk.