Senior IT Service Manager
| Posting date: | 23 December 2025 |
|---|---|
| Salary: | £57,946 to £68,205 per year |
| Hours: | Full time |
| Closing date: | 04 January 2026 |
| Location: | S3 7UF |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 440583/1 |
Summary
As a Senior IT Service Manager for DWP’s Assistive Technology and Projects (AT&P) team, you will be supporting, deploying and owning assistive technology software and hardware and services for DWP AS colleagues. You will also support the service for specialist projects delivering innovative technology across the estate.
Digital Workspaces provides technical infrastructure, used directly by DWP colleagues and citizens, and by other Digital services. It does this through a number of discrete technical and infrastructure product areas each under the leadership of a Service Manager who is accountable for all aspects of their product area. They will be responsible and accountable for all service aspects of the product area. The specific focus for this role is accessibility software and hardware, security, and new products such as workplace/service centre capabilities.
As a Grade 7 Service Manager, you’ll play a key leadership role in the AT&P product team, shaping the future of our services in the UK’s largest government department.
The AT&P team own all software and hardware for assistive users supporting over 15,000 users across the DWP estate, as well as supporting projects such as Digital Signage which is due to be an enterprise-wide product.
The successful candidate will lead a core service team supporting live services and be involved in the day-to-day management of our product portfolio to agreed Service Level Agreements (SLAs). They will resolve critical issues and drive continuous improvement, as well as utilising incident and problem management processes to provide high quality support in the resolution of issues. You will also be responsible for ensuring changes are delivered with the appropriate governance, quality & risk management and communicated to stakeholders effectively.
You will understand and build effective relationships with stakeholders, and act as an escalation point for the Products/Services within your portfolio. You will also identify clear pathways for resolution of issues and engage with relevant stakeholders to successfully manage and resolve issues arising.
You will be responsible for working with suppliers to maintain and improve an online catalogue service, ensuring products are delivered on time, queries are dealt with, and the service offers the best value for money. You will work across many different areas in DWP to support deployment activities through accurate demand management of IT devices, resolving issues and engaging support from the Subject Matter Expert (SME) as necessary, escalating where appropriate. You will develop and maintain regular engagement forums through formal service reviews to measure and report on performance through SLAs and Key Performance Indicators (KPIs).
You’ll lead in the service definition and design of the assistive technology support model which includes aligning to policies, processes, people and technology with agreed strategy and Service Management process and policies applied to meet the needs of the Business. You will help develop and deploy high quality solutions to meet both user and policy needs.
You will be a skilled practitioner in providing service management for the AT&P team, helping to champion best practice and drive development across the team, as well as mentoring junior service managers.
Proud member of the Disability Confident employer scheme