IT Service Manager
| Posting date: | 13 May 2025 |
|---|---|
| Salary: | £37,497 to £38,373 per year |
| Hours: | Full time |
| Closing date: | 25 May 2025 |
| Location: | NE98 1YX |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 402555/1 |
Summary
In DWP our IT Service Managers take on a range of key service management duties, managing and resolving issues as well as monitoring patterns and trends.
This is a varied role providing support for ever-evolving Children Services, contributing to existing and new processes that support strategic direction, and working alongside several lines of business and third parties to achieve those goals. The needs of our caseworkers and clients are at the heart of everything we do and a determination in both maintaining the good level of service, while also striving to improve by contributing new ideas, are paramount.
The successful candidate will undertake standard service management duties supporting the Senior lead in the management of any major incident whilst working with a wide range of stakeholders to secure resolution. You will develop and maintain strong working relationships with Child Maintenance operations ensuring you fully understand their requirements. You will also work closely with our Technical Service Manager and other teams to continually drive through improvement.
Key responsibilities include:
- Supporting the investigation and resolution of technology and non-technology problems (procedural, guidance and training products) and issues to ensure the end-user experience is positive.
- Providing a quality service for all end users; understand and endeavour to resolve user issues and queries via close contact with our caseworkers. Occasionally, this involves travelling to CMS Business locations. Excellent communication skills, and the ability to broker new relationships, are therefore essential.
- Supporting a programme of Business Transformation using knowledge and skills to deliver process improvements. This is a critical area and involves upskilling quickly and working seamlessly with a wide and very technical range of new services to not only understand them but to ensure they are fully supported as part of the full Live Service offering. Delivering at pace and working across the whole of the live service function is fundamental.
- Working closely with Service Delivery within Child Maintenance Group Operations preparing and issuing accurate communication on service issues. The ability to draft accurate information, from a number of sources and using language that is appropriate for the recipients, and that is cascaded timeously.
- Providing cover/escalation on a rota basis and out of hours support with weekend working when required to fully support the planned programme of Sprints/Implementations.
- Undertaking a range of key Service Management duties including reporting, incident management, and management of services to agreed targets. Be able to categorise work types and execute trend analysis to identify potential service quality improvements. Work closely with Operations across all levels, driving increased service quality and improved customer service satisfaction.
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