Senior IT Service Manager - Live Service
| Posting date: | 25 July 2025 |
|---|---|
| Salary: | £42,614 to £45,081 per year |
| Hours: | Full time |
| Closing date: | 10 August 2025 |
| Location: | NE98 1YX |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 417453/3 |
Summary
We are looking for a person to join our Service Management function within the integration Team.
The team is responsible for the supporting deployments, configuration, and management of the integration products.
Our team helps and supports with building self-service and strategic integration products and services to be utilised across the DWP and cross-government.
With the core of our team based in Newcastle, you’ll be at the centre of collaboration and innovation, you’ll collaborate with delivery and product teams to ensure service delivery teams deliver to the agreed performance targets in a cost effective and timely manner.
Responsibilities will align to end-to-end support services, the end-to-end performance of our product(s) or a combination of the two, promoting service quality and customer/citizen user experience improvements.
Senior IT Service Managers will undertake a range of key service management duties including reporting, incident management, problem management and management of services to agreed targets and work closely with Digital functions across all levels, driving increased service quality and improved customer service satisfaction.
They support underpinning technology, business operations and policies and non-technical and technical artefacts within a 24x7 operations environment and take ownership of the alignment to the citizen experience.
Please note: Participation in out-of-hours on-call incident support on a rota basis is a requirement for this role. Full training and support will be provided.
As a Senior IT Service Manager, you are responsible for ensuring value and quality is achieved for the end-to-end technology solution, support service and/or user experience of a digital Product/Service.
You are responsible for defining and managing service level agreements (SLAs) and operational level agreements (OLAs) to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.
You drive analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions.
You own stakeholder relationships and make sure that Products and Services are performing as expected.
You'll be responsible for supporting products/services 24x7 and be expected to be on call on a rota basis.
You'll be required to manage staff within the Service Management capability.
In addition, you will undertake standard service management duties including reporting, incident management, problem management, service level agreement (SLA) and operational level agreement (OLA) management and may need to provide on call support.
Proud member of the Disability Confident employer scheme