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IT Service Manager – Live Service

Job details
Posting date: 23 April 2025
Salary: £30,975 per year
Hours: Full time
Closing date: 06 May 2025
Location: FY4 5ES
Company: Government Recruitment Service
Job type: Permanent
Job reference: 401047/1

Summary

Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.

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.

Proud member of the Disability Confident employer scheme

Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.