Do you thrive in a challenging environment and actively seek solutions?

Can you motivate a team to deliver a quality service and drive improvements?

Sounds like you? We'd love to hear from you!

We are looking for an IT Service Manager who would like to be part of a team delivering real value to our DWP colleagues and citizens.

As an IT Service Manager you will be working in a fast-paced environment in one of the Department’s key strategic areas of Fraud & Error, providing quality and availability of the Digital products and services that the department depends on.

We are looking for an individual who would like to be part of a team delivering real value to our DWP colleagues and citizens.

You will be part of the Live Support team supporting business critical systems used by Counter Fraud Compliance & Debt (CFCD), which is currently the largest business directorate impacting the DWP Live estate across all service lines (approximately 9,000 staff).

Please note - this role requires you to pass a security clearance check. For further information on this please see selection process details. 

Job description

As an experienced IT Service Manager, you are responsible for ensuring a high-quality service is achieved for the end-to-end technology solution, support services and user experience of the Fraud and Error IT services.  In addition, you will have line management responsibilities, leading an established team of Service Managers.

This is a highly visible role with the successful candidate required to undertake key activities associated with Service Management. Working as part of a team, you may undertake Service Management activities such as: 

• Work leading the day-to-day Fraud & Error Live Support team, using established management processes, procedures and policies to resolve incidents & problems and escalating where appropriate to relevant IT service functions.
• Providing high quality support for all end users, understanding and trying to resolve user issues and queries, managing end user communication and expectations.
• Planning, scheduling and coordination of resources to enable effective service delivery to enable business as usual (BAU) operation.
• Develop and maintain the end-to-end security certificate database for all Fraud and Error applications.
• Produce bespoke Service Models for all Fraud and Error services.
• Raising and impacting change request and developing comprehensive implementation plans in conjunction with relevant support teams.
• Liaising effectively and courteously with colleagues and stakeholders via various channels (e.g. phone, email, Teams).
• To work occasional evenings and weekends as required.
• Joining our team will give you the opportunity to develop in IT service management whilst having the chance to work towards professional accreditations such as ITIL Managing Professional.

Person specification

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• Ability to lead and energise teams in order to maximise teamwork, co-operation, productivity and morale.
• Previous experience of IT Service Management working within a Service Management framework e.g. ITIL.
• Demonstrable experience of independently supporting and maintaining Digital Products and Services.
• Ability and experience in delivering continual service improvements.
• Experience in managing a high workload against competing priorities.
• Experience in developing Service Management processes to ensure relevant stakeholders requirements are met.

If you would like to learn more about the role, please contact abs.ali@dwp.gov.uk.

Benefits

• An employer pension contribution of up to 27% For further information please click here.
• Annual leave rising up to 30 days, (based on your working pattern).
• Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.
• Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring. 
• An inclusive and diverse environment with opportunities to join staff networks including: Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Location

Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.   

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed 

Hybrid Working 

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. 

HASSRA

DWP colleagues will have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.

Salary Information Pay for this role is from £35,711 to £36,545.  Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.  Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.  Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater. 

Things you need to know

Selection process details

Stage 1: Application Your application will consist of three parts:  1. A Personal Details application form.  2. Your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please copy this information into the box field provided.

3. Personal statement up to 1000 words. Further details around what this will entail are listed on the application form.

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria listed in the Person Specification.

The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria above.

You will receive one combined score for both your Employment History/CV and Personal Statement, which will be provided in your Personal Statement score.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

Sift dates to be confirmed.

Important Information

• You will be asked to complete your employment history any information that you would customarily share on a CV should therefore be entered onto the application form.
• Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
• If your employment history/personal statement contains any personal details your application will be withdrawn.

Stage 2: Interview If you’re successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the essential criteria. Interviews will take place from early-June 2024. Interview dates to be confirmed. Other information: Find out more about Working for DWP

A reserve list may be held for a period of 6 months from which further appointments can be made.  Reserve list candidates will be posted in merit order by location.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

Security Clearance Requirement

You must meet the security requirements before you can be appointed. The level of security needed is security check.

For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting  For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers. 

Reasonable Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DigitalRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

For further information on reasonable adjustments, terms and conditions and how we recruit visit the How we recruit page. 

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact : 

• Name: Abs Ali
• Email: Abs.ali@dwp.gov.uk

Recruitment team

• Email: digitalrecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here https://careers.dwp.gov.uk/how-we-recruit/.

Attachments

Success-Profiles-Candidate-OverviewOpens in new window(pdf, 635kB)DWP Terms and Conditions January 2024Opens in new window(docx, 17kB)