The responsibilities of this role require you to demonstrate ability to: Provide strong leadership, engagement, influencing and people management skills to develop, implement, and run exceptional IT services to meet all performance targets/KPIs and create an engaged, effective, and efficient user-focused delivery function Show confidence and resilience in building effective relationships with stakeholders at all levels. Act as an escalation point for the Products/Services within your portfolio Translate strategic insight into clear objectives, ensuring the team clearly understand responsibilities and Business priorities, working together to fulfil shared goals, whilst complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes Identify Product/Service support performance improvement opportunities and assists in their prioritisation against the backlog, ensuring compliance with quality management, risk management, security policies and procedures Lead and develop a team of experts to deliver improvements to Products/Services, driving the identification, prioritisation and implementation of improvements and efficiencies to ensure maximum value Lead and develop a team of experts to deliver, manage and maintain common componentry used across multiple teams, adapting our support model to the future direction of common, re-usable components; built once, used by many Establish processes and controls to manage and control our environments. Driving standards, stability and maintenance across all of our products and services Work with Product/Service teams to ensure the smooth and safe releases into live Nurture engagement with our key stakeholders across DWP and other government departments that use our services. Help prioritise bug fixes on the product backlogs; and; promote early demand signals received through the front door to the relevant product team In addition, it would be helpful to have ITIL 4 Certification, but this is not essential. Person specification For details of the essential criteria, please see Stage 1 of the Selection process details section. If you would like to learn more about the role, please contact natalie.selby1dwp.gov.uk Technical skills We'll assess you against these technical skills during the selection process: Your experience in defining shaping and implementing people and service strategy for IT Products & Services. Benefits Alongside your salary of 72,664, Department for Work and Pensions contributes 21,050 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 25 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 This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills. Stage 1: Application Your application will consist of four 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 1000 words. This statement should be used to provide examples of how you meet the essential criteria listed below: Experience of leading and facilitating the support of enterprise analytical, data platforms and related IT Products Demonstrable experience in establishing and maintaining strong relationships with a wide range of stakeholders Experience of leading high performing teams in a modern digital IT support environment Experience of delivering to agreed service measures/KPIs or project delivery targets in a cost effective and timely manner Experience in developing and continually improving the service management policies, standards and guidance used in delivery of the services 4. Technical statement - up to 250 words. This statement must be used to provide an example of how you meet the essential criterion listed below: Your experience in defining shaping and implementing people and service strategy for IT Products & Services. An initial sift will be conducted using the technical statement. Candidates who pass the initial sift will be progressed to a full sift. If your application is progressed to a full sift, the sift panel will use the information in your employment history, personal statement and technical statement to assess your experience, skills and knowledge against the essential criteria. For Hints and Tips on completing your application visit Applying for jobs at DWP Digital. 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 or technical statement contains any personal details your application will be withdrawn. Stage 2: Interview If you successful at the 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. You will be asked to do a 10-minutes presentation on the following topic: What do you think the key elements of a successful service management strategy are, and, why each is important? There will be a further 5 minutes for questions. The use of visual aids is optional. Interviews will take place from late January 2025. Interview dates to be confirmed. Further information: Find out more about Working for DWP A reserve list may be held for a period of 6 months from which further appointments can be made. All successful candidates and those placed on reserve will be posted in merit list order by location. 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. 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. 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) .