Contents Location About the job Benefits Things you need to know Apply and further information Location This role may be located in one of the following locations; Manchester or Newcastle-upon-Tyne. Please find further information on the Corporate hub locations here. About the job Job summary Are you highly organised and methodical? If so, this could be the job for you This is an important service manager role in the User Support Services Service Request & Fulfilment Management team within DWP Digital. The team is responsible for the provision of a Request Management service where users of DWP equipment, systems and applications can easily and efficiently find, order and receive the IT services that they need to perform their roles. There are currently over 600 catalogue items available to order with approximately 70,000 requests made each month. The role is important as there is an ongoing need to introduce new services, maintain and retire existing services and continually improve the user experience of ordering IT services. Without an effective means to order and obtain these services DWP colleagues wouldnt be able to effectively undertake their roles. Job description The post holder will be responsible and accountable for working collaboratively with colleagues in DWP Digital and across the DWP business to ensure that the required catalogue items are developed, deployed and maintained in line with the relevant policies, procedures, standards and agreements. DWP uses ServiceNow as its service management platform and the post holder will be required to take the lead in catalogue item requirements gathering, development and administration within that platform. The post holder will need to work collaboratively within the team, allocating and managing work within the team on a daily basis. As you would expect in an IT environment there is a high volume of change that drives a continuous pipeline of demand, which needs to be delivered at pace in line with scheduled platform release cycles. Responsibilities include: Creating, strengthening, and owning stakeholder relationships to ensure catalogue items are effectively developed, maintained and improved, in a timely, consistent, user-centric manner and in line with relevant standards. Creating, strengthening, and owning stakeholder relationships with Service and Product Owners, ensuring that catalogue items have identified owners who understand and undertake their responsibilities in terms of fulfilment, maintenance and improvement. Working proactively across stakeholder groups to identify changes that could impact existing request services or those under development. In such cases work with stakeholders to identify and agree solutions to any issues. Developing and maintaining relevant request related MI/Dashboards in ServiceNow and proactively using these with stakeholders to manage and improve the request service, in terms of both user satisfaction and fulfilment performance measures. Owning and co-ordinating analysis and resolution of complex issues seeking support from, or escalating to, relevant stakeholders. Continuous improvement of all Service Request Management processes to maintain successful outcomes. People and team engagement, including line management to ensure performance and development needs and opportunities are identified and met, as well as ensuring that delivery commitments are met. Person specification When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below: ITIL4 Foundation Certification or demonstrable experience of using ITIL 4 Service Management Framework and relevant tools e.g. ServiceNow, particularly in the role of Catalogue Administrator. Experience in building effective working relationships, establishing credibility amongst a variety of demanding stakeholder groups, ensuring that products and services (including Service and Operational Level targets) are designed around user needs and are delivered and managed in line with agreed policies, processes and performance measures. Proven experience in interpreting data and complex information using strong analytical and problem-solving skills, and the ability to present findings to different audiences, to enable decision making and ensure that issues and queries are proactively addressed. Demonstrable experience in using negotiation and collaboration skills to successfully manage competing priorities in a fast-paced agile environment, ensuring that all change is communicated, delivered and managed with appropriate governance and to a consistently high standard of customer service and outcomes. Leadership experience in managing a small team to deliver effective outcomes in an IT Service Management role. If you would like to learn more about the role, please contact natalie.selby1dwp.gov.uk. Benefits Alongside your salary of £42,614, Department for Work and Pensions contributes £12,345 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. 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 (prorata 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 maternity and shared parental leave pay after 1 years continuous service. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Womens Network, National Race Network, National Disability Network (THRIVE) and many more. This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Salary Information New entrants to the Civil Service will join on band minimum. Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary. Existing Civil Servants who gain promotion may move to the bottom of the grade pay scale or 10% increase in salary whichever would be the greater. Things you need to know Selection process details Stage 1: Application As part of the application process y our application will consist of three parts: 1. A Personal Details application form. 2. Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed based on the essential criteria. 3. Personal statement - up to 1250 words. This statement should be used to provide examples of how you meet the essential criteria listed in the Person specification. Further details around what this will entail are listed on the application form. The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria. You will be provided with one combined overall assessment score for both your CV and Personal Statement. Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign. Important Information You will be asked to complete your employment history any information that you would customarily share on a CV should therefore be entered onto the application form. Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered. If your employment history/personal statement contains any personal details your application will be withdrawn. Sift and interview dates to be confirmed. Stage 2: Interview If youre successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the essential criteria. Interviews will take place from late January 2025. Further information Find out more about Working for DWP For Hints and Tips on completing your application visit Applying for jobs at DWP Digital. A reserve list may be held for a period of 3 months from which further appointments can be made. Reserve list candidates will be posted in merit order by location. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Reasonable Adjustment At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DigitalRecruitment.grscabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the Reasonable Adjustments section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional. For further information on reasonable adjustments, terms and conditions and how we recruit visit the How We Recruit, page Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Natalie Selby Email : natalie.selby1dwp.gov.uk Recruitment team Email : digitialrecruitment.grscabinetoffice.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here https://careers.dwp.gov.uk/how-we-recruit/. Attachments DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB) Success-Profiles-Candidate-Overview-Accessble-Version Opens in new window (docx, 67kB) Share this page Print Email Facebook Twitter LinkedIn GMail