Senior IT Service Manager – Live Service
| Dyddiad hysbysebu: | 01 Rhagfyr 2025 |
|---|---|
| Cyflog: | £44,447 i £46,547 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 14 Rhagfyr 2025 |
| Lleoliad: | NE98 1YX |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 439266/3 |
Crynodeb
If so, come and join us at DWP Digital.
As an IT Service Manager within Digital Modernisation and Efficiency, you will be responsible for supporting the development and operations of Digital Channels Services across a portfolio of services supporting some of our most vulnerable customers.
The Digital Channels Customer/User Facing Service Team deal primarily with services that provide a Customer/User focus, including one of Europe’s largest Contact Centres, Video Solutions to support claim assessments and tooling to enable validation checks to be completed.
- Collaborate with technical teams, support teams and business areas to ensure products meet agreed performance targets in a cost-effective and timely manner.
- Manage end-to-end support services and product performance, promoting service quality and improving customer/user experience.
- Act as the interface between Digital and third-party suppliers, defining direction and ensuring services meet business needs while delivering best value.
- Ensure value and quality for technology solutions, support services and user experience of digital products and services.
- Drive analysis and resolution of complex issues, escalating to relevant IT service functions when necessary.
- Undertake service management duties including incident management, problem management, SLA and OLA management.
- Provide on-call support when required.
- Set objectives, manage development of your team members and act as a point of escalation.
- Travel between Digital Hubs as required to meet business needs.
- Participate in the DWP Digital IT Service Management community with opportunities for personal and professional development.
Please note: The post also needs to cover both in and out of hours Major Incident support On Call on a rota basis 24/7 for which full training will be provided.
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