IT Service Manager – Live Service
| Dyddiad hysbysebu: | 23 Ebrill 2025 |
|---|---|
| Cyflog: | £30,975 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 06 Mai 2025 |
| Lleoliad: | FY4 5ES |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 401047/1 |
Crynodeb
Do you thrive in a challenging environment and actively seek solutions?
Can you motivate a team to deliver a quality service and drive improvements?
Sounds like you? We'd love to hear from you!
We are looking for an IT Service Manager who would like to be part of a team delivering real value to our DWP colleagues and citizens.
You will be part of the Live Support team supporting business critical systems used by the DWP Counter Fraud and Error staff (Approx 10,000).
You will provide support to other members of the Counter Fraud and Error Management Team and help ensure the quality and availability of the critical Digital products and services that the department depends on.
Comprehensive training in Service Management, leading to ITIL certifications is available.
This is a highly visible role with the successful candidate required to undertake key activities associated with Service Management. You will have excellent analytical and organisational skills. Working as part of a team, you may undertake Service Management activities such as:
- Ensuring a high-quality service is achieved for the end to end technology solution, support services and user experience of the Fraud Services.
- Proactive role within Fraud and Error Live Support team, using recognised Service Management processes, procedures and policies to resolve incidents, problems & issues and escalating where appropriate to relevant IT service functions.
- Providing high quality support for all end users, understanding and trying to resolve user issues and queries, managing end user communication and expectations.
- Meeting or exceeding agreed SLAs (Service Level Agreements) and OLAs (Operational Level Agreement) for Incident, Problem and Change Management.
- Liaising effectively and courteously with colleagues and stakeholders via various channels (e.g. phone, email, Teams).
- Proactively seeking opportunities to identify and progress Continuous Service Improvements.
It would also be helpful to have excellent written and oral communication skills, together with a proficiency in MS Office packages Word, Excel and Outlook.
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