Senior IT Service Manager - Live Service
| Posting date: | 03 July 2025 |
|---|---|
| Salary: | £55,557 to £66,058 per year |
| Hours: | Full time |
| Closing date: | 16 July 2025 |
| Location: | NE98 1YX |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 414416/1 |
Summary
Do you thrive on solving complex IT challenges and leading high-performing teams?
If so, this could be the perfect role for you!
We’re looking for a Senior Service Manager to bring their expertise to a dynamic and evolving IT landscape. In this exciting role, you’ll work at the heart of digital transformation supporting live services, resolving critical issues, and driving continuous improvement across both modern digital platforms and our legacy IT estate.
You’ll lead a dedicated team focused on one mission: ensuring service availability is at its peak so that frontline Agents can deliver accurate benefit entitlements to the people who need them most.
This is your opportunity to:
- Make a real impact on the lives of millions.
- Collaborate with cross-functional teams and senior stakeholders.
- Champion service excellence using proven Service Management principles.
As a senior IT Service Manager in Retirement, Bereavement and Care, you are responsible for ensuring implementation of the support strategy for Service Management across platforms, multiple channels, with a portfolio of 60+ Products/Services to ensure quality, availability, performance and process maturity ensuring alignment to Business outcomes.
You’ll champion and act as escalation cross team collaboration with key stakeholders to ensure new and changed Retirement, Bereavement and Care Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers.
You’ll lead in the definition and design of the support model which includes policies, processes, people and technology in alignment with agreed strategy and Service Management process and policies to meet the needs of the Business.
Advocate and support use of effective use of Service Management activities, Change/Incident/Problem/Event Management with tools and processes ensuring the team actively engages in Change to ensure minimum disruption to IT services.
You’ll be leading on specific Backup and Restore, ITDR, Security Vulnerabilities and Patching initiatives.
You’ll be responsible for design of support arrangements tailored to services, managing the transition of new and existing services through the service transition process into the live DWP Digital environment, ensuring operational readiness, stakeholder coordination, and minimal impact on existing services in line with Service Management policy and procedures
You’ll have line management responsibilities, including coaching and developing your team to build capability, support growth, and drive high performance.
While not essential, having an ITIL Version 4 Foundation certification would be beneficial when starting the role.
Proud member of the Disability Confident employer scheme