Senior IT Service Manager – Live Service
| Posting date: | 24 June 2025 |
|---|---|
| Salary: | £42,614 to £45,081 per year |
| Hours: | Full time |
| Closing date: | 06 July 2025 |
| Location: | S3 7UF |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 410478/6 |
Summary
Can you balance service excellence with delivering value for money?
As a Senior IT Service Manager in Health and Disability, you’ll play a pivotal role in shaping the end-to-end delivery, support, and user experience of key digital products and services. With the current transformation of supplier and provider relationships, this is a unique opportunity to be at the heart of meaningful change.
You’ll lead the resolution of complex service issues, build strong relationships with commercial suppliers, and ensure our services meet both user needs and business priorities. Your expertise will guide decisions on product design, service delivery, and policy queries.
You may be offered the opportunity to participate in out-of-hours on-call incident support on a rota basis. This is entirely optional, and full training will be provided.
- Work as part of a dynamic Live Service team, analysing and responding to new service issues as they arise
- Lead a small team, with line management responsibilities for several HEOs. Perform full span of duties including promoting diversity and inclusion. Champion the Culture, values and behaviours of DWP Digital.
- Develop and own Relationships with Health provider partners who are using DWP Services to deliver customer assessments.
- Ability to contribute and steer resolution in major incident meetings that are reported against Health applications.
- Ensure value and quality is achieved for the end-to-end delivery and support of Business Critical Live IT Services.
- Share best practice about ITIL disciplines, and work with Digital teams to establish good practices that compliment Agile and ITIL methodologies
- Manage Health incidents and problems to achieve agreed Service Levels. Liaise closely with stakeholders across all levels in order to provide a robust/1st class customer service.
- Translate technical problems into language/Business impact that all stakeholders can understand.
- Work closely with users to establish any additional needs relating to incident reporting/support
- Ability to accurately work at pace and within tight deadlines
- You’ll have line management responsibilities which will require setting objectives, managing development of others and acting as a point of escalation.
Proud member of the Disability Confident employer scheme