AMS PSR

On behalf of DWP, we are looking for a Senior IT Service Manager for a 6 Month (Inside IR35) contract based 2 days per week in Manchester.

The Department for Work and Pensions (DWP) is responsible for welfare, pensions, and child maintenance policy. As the UK’s biggest public service department, it administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers. As such, we operate on a scale that is almost unmatched anywhere in Europe and most people in Britain come into contact with us at some point in their lives.

Working with DWP, you will be helping us to drive our priorities to:

• Run an effective welfare system that enables people to achieve financial independence by providing assistance and guidance into employment
• Increase saving for, and security in later life
• Create a fair and affordable welfare system which improves the life chances of children
• Deliver outstanding services to our customers and claimants
• Deliver efficiently: transform the way we deliver our services to reduce costs and increase productivity..

Description:

IT Service Managers collaborate with technical teams, support teams and operations to ensure products are delivered to agreed performance targets in a cost effective and timely manner. 

The role responsibilities will align to end-to-end support services, the end-to-end performance of a product(s) or a combination of the two, promoting service quality and customer/citizen user experience improvements. 

This role will be within the specialist projects and secure ops (SP&SO) team which is delivering a new digital signage product. The SM will lead and support the end-to-end service management of digital signage from alpha through to enterprise-wide roll-out within DWP. The candidate will also undertake service transition duties. 

The Service Manager will undertake/deliver a range of key service management duties including reporting, incident/queue management, problem management and resolution, knowledge management and management of services to agreed SLAs and work closely with Operations across all levels. 

The SM will also deliver effective management of incidents and service requests and be responsible for making sure they are cleared on time and also support resolution or escalation where appropriate. 

Ensure effective management of Problems through monitoring of patterns and trends and understanding business impacts. 

Engaging with engineering support teams where necessary, supporting analysis to identify appropriate prioritisation. 

Key skills: 

• You can build and maintain relationships with key stakeholders and manage expectations using the right communications, reporting, assurance and governance. 
• You take accountability of issues that occur and proactively seek out potential problems and resolutions. 
• You have knowledge and experience of the end to end support structure needed within a product/service, including the processes, SLAs, KPIs, OLAs required. 
• You ensure all Change is managed in accordance with appropriate governance including where required, communication and implementation of change. 
• Displays detailed knowledge and understanding of Digital Products and Services 
• Continual Service Improvement 
• Understanding of Service Management Framework e.g. ITIL 
• Working Together 
• Leadership 
• Managing Quality Service 
• Problem Management 
• Experience of delivering/roll-out of new product enterprise-wide. 

Desirable: 

• Previous experience of working for a government dept.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident 

As a member of the Disability Confident Scheme, DWP guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group.

Armed Forces Commitment

DWP guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".