Your key responsibilities will include, but will not be limited to:
* Triage of issues to support resolution or escalate where appropriate to relevant IT service functions.
* Monitoring of costs across multiple service lines ensuring that Products and Services are delivering the best value for money in meeting business and user requirements.
* Production of dashboards, providing a single view on service performance for key senior stakeholders.
* Assistance in coordinating, validating and maintaining data for SLAs, service information, problem and resolution profiles, reference data, contract and support details, etc using relevant Service Management tools across multiple service lines.
* Production of key management reports on adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) including interpretation and analysis of data.
* Activities to create, analyse, interpret management reporting to support forecasting, capacity assessment and identification of trends on IT service demand and support resources.
Regular travel to Newcastle-upon-Tyne is expected if your posting is at any of the other hub locations.
Person specification
When giving details in your employment history and personal statement you should highlight your experience in line withessential criteriabelow:
* Lead criterion: An understanding of key financial management for Live Service contracts, especially Contact Centre with demonstrable experience of collecting and reporting Live Service data in a manner that allows effective decision making to occur*
* Knowledge of ITIL 4 Service Management Framework and relevant tools e.g. ServiceNow, particularly in the role of Catalogue Administrator
* Ability to undertake routine Service Management tasks in accordance with Process and Procedures
* Ability to react quickly to service demands to ensure a continued service provision for Contact centre Inbound and Outbound mail, electronic document management and SMS messaging
* Experience in reporting of service performance to key stakeholders
* Experience of communicating to different stakeholders and ability to show the status and performance of services in various formats.Including e xperience of working with suppliers and internal product teams
*An initial sift may be conducted using the lead criterion stated above. Candidates who pass the initial sift will progress to a full sift.
If you would like to learn more about the role, please contact richard.hanley@dwp.gov.uk
Benefits
Alongside your salary of 37,497, Department for Work and Pensions contributes 10,862 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
Find out more about Working for DWP
Stage 1: Application
Your 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 1000 words. This statement should be used to provide examples of how you meet the essential criteria listed in the Person specification.
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.
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 contains any personal details your application will be withdrawn.
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 mid-February 2025. Interview dates to be confirmed.
Further information:
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.grs@cabinetoffice.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) .