Lead IT Service Manager
| Posting date: | 14 July 2025 |
|---|---|
| Salary: | £72,664 to £77,740 per year |
| Hours: | Full time |
| Closing date: | 27 July 2025 |
| Location: | FY4 5ES |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 414613/1 |
Summary
Do you have experience in Desktop technologies in a large enterprise environment?
Are you a confident leader with ability to co-ordinate teams of engineers and process owners in maintaining end to end service?
This could be the role for you.
In DWP Digital, our Lead IT Service Managers are responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. They are passionate about the performance of our live service.
You will take the lead within the Desktop team to provide live support across all our services; Specifically leading our new environments team you will play a critical role in developing an enhanced performance management model for this new service.
You will work closely with our talented engineering community and Product Owners to ensure our services are maintained and secure.
You will oversee the well-being of all our live services including performance, patching, finops and resilience.
In this Service Management role, you will be accountable for all processes and standards for end-to-end support and well-being of our Desktop environments, ranging from Dev and Test, into our System Integration environment and out into production. You will work with teams across Digital technology functions to ensure service quality and end-user satisfaction are maintained.
In addition, you will lead a team ensuring adequate resources and capability are in place to deliver outcomes for our users and customers.
You will be part of the Desktop Leadership Team with a wider responsibility on helping lead the Desktop Environments Function.
- Analyse current Service operations and identify areas for improvement using data analytics and performance metrics.
- Streamline processes to reduce costs, increase productivity and enhance quality.
- Implement automation tools and intelligent systems to optimize workflows.
- Develop and maintain performance dashboards to monitor KPIs.
- Utilise predictive analytics to anticipate challenges and opportunities.
- Provide actionable insights to senior leadership to support strategic planning.
- Evaluate and integrate intelligent performance systems, such as AI-powered platforms and machine learning tools.
- Ensure seamless implementation and user training for new technologies.
- Monitor the effectiveness of technology solutions and suggest upgrades as needed.
While not essential, the following qualifications would be beneficial when starting the role:
- A bachelor’s degree in Computer Science, Business Administration, Operations Management, Data Analytics, or a related field.
- ITIL 4 certification.
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