Contents Location About the job Benefits Things you need to know Apply and further information Location This role will be based in Newcastle. Please find further information on the Corporate hub locations here. About the job Job summary As a Senior IT Service Manager, you are responsible for delivering the vision and strategy of the Lead Service Manager across the integration product suite, ensuring processes are followed, documented and matured. You will drive common service management processes that keep our products safe in live service and, where possible, will look for opportunities for continual service improvement of our processes. Strong leadership, engagement, influencing and people management skills are required to develop, implement, and run exceptional support services to meet all performance and financial management targets/OKRs, financial management, and create an engaged, effective, and efficient customer focused service management function. This Senior Manager post has functional accountability and management of all Integration services, ensuring value and quality is achieved for the end-to-end delivery and support of these services. The role requires regular exercise of choice and judgement sometimes in challenging, pressurised situations. Resilience and excellent communications along with influencing and interpersonal skills are essential to support effective senior stakeholder engagement and management. The Senior Service Manager manages a small team 5 Service Managers. Please note - There will be a requirement for on call responsibilities on a rota basis. Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'. Job description As a Senior Service Manager, you are responsible for implementing the strategy for service management across DWP Digital Tech Support function and our multiple support channels, to ensure availability, performance and process maturity across this landscape. You are responsible for ensuring value and quality is achieved for the end-to-end delivery of IT support. In addition, you are also responsible for defining and maintaining mechanisms to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions. You own stakeholder relationships and make sure that Products and Services are delivering the best value for money in meeting business and user requirements and are able to offer guidance and respond effectively to queries about Product/Service design, policy, etc. In addition, you provide on call support as well as manage teams which carry out service management duties e.g. 2nd/3rd line Technical Support, reporting, incident management, problem management. You own and coordinate analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions. You will have line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation. You will champion cross team collaboration with key internal and external stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers. Understand and build effective relationships with internal and external stakeholders. Act as an escalation point for the Products/Services within your portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising. Create and maintain a culture of Continual Improvement. Ensure processes are in place to identify and explore improvement opportunities. Lead engagement with stakeholders to prioritise, agree and implement opportunities which deliver service improvements that optimise Business outcomes and align to agreed strategy. Manage the team ensuring they clearly understand responsibilities and Business priorities, working together to fulfil shared objectives. Complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes. Create and promote a culture of continuous learning and development. Understand the varying needs of individuals in the team to ensure they are supported, and experiences are utilised in order to achieve current and future objectives. Encourage cross team engagement and collaboration learning from each others experience. Person specification When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below: Experience in leading IT Service Management teams to deliver multi channel IT support, to agreed service measures/OKRSs or project delivery targets in a cost effective and timely manner. Experience in shaping and implementing the people and service strategy for support services to drive and continuously improve engagement, availability, performance and process maturity of policies, standards and guidance used in delivery of the services. Strong people engagement skills, using focused techniques to create and deliver against clear action plans in response to feedback, strategic objectives and business needs. Evidence of strong communication skills in creating, strengthening, and owning stakeholder/business relationships to drive service quality, value for money and meet or exceed business and user requirements. Experience in co-ordinating analysis and resolution of complex issues arising, enlisting appropriate support from relevant stakeholders, and ensuring services are responsive to customer needs and wider policy changes. Demonstrable experience in ensuring new or changed support services are supported into live service whilst continuing to meet the expectations of customers and stakeholders. If you would like to learn more about the role, please contact Sam.hackettdwp.gov.uk. Benefits Alongside your salary of £55,557, Department for Work and Pensions contributes £16,094 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 1000 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. 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 mid-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 6 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. For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting Security Clearance Requirement You must meet the security requirements before you can be appointed. The level of security needed is security check. For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers. 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. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window). 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 : Sam Hackett Email : Sam.hacketdwp.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