As IT Service Manager you are responsible for implementation and improvement of service management. 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. 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.
Key Responsibilities:
Monitoring costs across multiple service lines ensuring Products and Services issues, IT debt correction. Responding to queries addressing all aspects of the Products and Services including reference to and the application of policies and processes. Production of key management reports on adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) including interpretation and analysis of data. Production of dashboards, providing a single view on service performance for key senior stakeholders. Lead criterion: An understanding of key financial management for Live Service contracts, especially Contact Centre with demonstrable experience of collecting and reporting Live Service data in a manner that allows effective decision making to occur. Knowledge of ITIL 4 Service Management Framework and relevant tools e.g. ServiceNow, particularly in the role of Catalogue Administrator. Ability to undertake routine Service Management tasks in accordance with Process and Procedures. Ability to react quickly to service demands to ensure a continued service provision for Contact centre Inbound and Outbound mail, electronic document management and SMS messaging. Experience in reporting of service performance to key stakeholders. Experience of communicating to different stakeholders and ability to show the status and performance of services in various formats, including experience of working with suppliers and internal product teams. Working Conditions:
Pay up to £38,373 plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance. Benefits:
An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100). 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. Professional development, coaching, mentoring and career progression opportunities.
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Monitoring costs across multiple service lines ensuring Products and Services issues, IT debt correction. Responding to queries addressing all aspects of the Products and Services including reference to and the application of policies and processes. Production of key management reports on adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) including interpretation and analysis of data. Production of dashboards, providing a single view on service performance for key senior stakeholders. Lead criterion: An understanding of key financial management for Live Service contracts, especially Contact Centre with demonstrable experience of collecting and reporting Live Service data in a manner that allows effective decision making to occur. Knowledge of ITIL 4 Service Management Framework and relevant tools e.g. ServiceNow, particularly in the role of Catalogue Administrator. Ability to undertake routine Service Management tasks in accordance with Process and Procedures. Ability to react quickly to service demands to ensure a continued service provision for Contact centre Inbound and Outbound mail, electronic document management and SMS messaging. Experience in reporting of service performance to key stakeholders. Experience of communicating to different stakeholders and ability to show the status and performance of services in various formats, including experience of working with suppliers and internal product teams. Working Conditions:
Pay up to £38,373 plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance. Benefits:
An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100). 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. Professional development, coaching, mentoring and career progression opportunities.
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