Senior IT Service Manager
| Dyddiad hysbysebu: | 29 Rhagfyr 2025 |
|---|---|
| Cyflog: | £57,946 i £68,205 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 05 Ionawr 2026 |
| Lleoliad: | Manchester, Greater Manchester, M2 3AA |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | DWP Digital |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 440031_1767002643 |
Crynodeb
Senior IT Service Manager
Pay up to £68,205, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.
We're looking for a Senior IT Service Manager to lead ITSM operations for over 18,000 users in our Digital Workspaces Directorate. You'll drive service excellence, optimise processes across Incident, Problem, and Change Enablement, and ensure compliance with ITIL4 standards. This is a strategic leadership role where you'll embed ITSM principles, manage stakeholder relationships, and champion continuous improvement. If you're passionate about delivering seamless IT services and shaping future standards, we'd love to hear from you.
DWP. Digital with Purpose.
We are looking for a Senior IT Service Manager to join our community of tech experts in DWP Digital.
We're using fresh ideas and leading-edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives.
DWP is the UK's largest government department. We help people into work, and make payments worth over £195bn a year to support and empower millions of people.
The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.
What skills, knowledge and experience will you need?
- IT Service Management Expertise - Proven track record as an experienced Service Management professional with a solid understanding of ITSM frameworks, including ITIL v4 Foundation as a minimum.
- Team Leadership & Delivery - Demonstrable experience in managing teams to achieve defined business objectives, ensuring alignment with organisational goals.
- Product Environment & Agile Knowledge - Experience working within a product-focused environment with a strong working knowledge of Agile methodologies and their application in service delivery.
- Stakeholder & Supplier Management - Significant experience in building and maintaining effective relationships with senior stakeholders and suppliers within a service management context, including managing conflicting priorities and expectations to achieve service goals.
You and your role
We're looking for a Senior IT Service Manager to lead an IT Service Management (ITSM) team within our Digital Workspaces Directorate. This is a critical role, responsible for managing IT services consumed by over 18,000 users. You'll provide strategic leadership, ensuring services align with organisational goals and digital strategy, while driving a culture of service excellence and continuous improvement.
In this role, you'll lead service operations across core ITSM practices including Incident, Problem, and Change Enablement. You'll optimise end-to-end processes, define ITSM solutions for products, and ensure compliance with ITIL4 and governance frameworks. You'll also support product teams in embedding ITSM principles throughout the lifecycle, ensuring new services transition seamlessly into business-as-usual.
You'll act as a point of escalation, engage with stakeholders up to director level, and provide meaningful insights through management information. While this isn't a technical role, familiarity with technical concepts will help you succeed. ITIL v4 Foundation certification is required.
Details. Wages. Perks.
Location: You'll join us in one of our brilliant digital hubs in Blackpool and Manchester., whichever is most convenient for you.
Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub.
Pay: We offer competitive pay of up to £68,205
Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%.
Holidays: A generous leave package starting at 26 days rising to 31 days over time.
You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays.
We have a broad benefits package built around your work-life balance which includes:
- Flexible working including flexible hours and flex-friendly policies
- Time off volunteering and charitable giving
- Bring your authentic self to work with 'I Can Be Me in DWP'
- Discounts and savings on shopping, fun days out and more
- Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference
- Sports and social activities
- Professional development, coaching, mentoring and career progression opportunities.
And we have an award-winning environment and culture:
- DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards
- Diverse and Inclusive Leadership at Digital Leaders Awards.
- Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025
- Recognised as one of the Best Public Sector Employers at 2025 Women In Digital Awards
Process:
We know your time is valuable so our application and selection process is just two stages:
- Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through.
- Interview: a single stage interview online.
CLICK APPLY for more information and to start your application
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