About the job

Job summary

Do you want to be involved in an industry leading and intelligent payments service that allows us to pay the right amount of money, at the right time, to the right person? 

We are looking for an IT Service Manager who will help us manage and protect our DWP Digital Payment Services, and support users by providing detailed analysis and information on our Payment Services.

You will work in a dynamic, fast paced and Agile environment - this is an exciting and challenging opportunity join the Digital Payments Live Service Team and work with the Central Payments System, Protecting Payments and Annual Management Expenditure (AME) teams to establish the Service Management wrap around the new payment services, and work as part of a wider team to protect and maintain DWP’s existing Payment services/ applications.

Job description

Key responsibilities are as follows (and full training will be provided if necessary):

• Work as part of a dynamic Live Service team, analysing and responding to new service issues as they arise
• Ability to assist resolution actions in major incident meetings that are reported against Payment Services applications
• Garner and share best practice with regard to ITIL disciplines, and work with Digital teams to establish good practices that compliment Agile and ITIL methodologies
• Reduce Payment Services incidents and problems numbers to improve system performance, liaising closely with stakeholders across all levels in order to provide a robust/1st class customer service
• Using CPS knowledge, able to understand and communicate CPS service issues to colleagues at all grades
• Ability to translate a technical problem into language/business impact that stakeholders can understand
• Work with Payment Services Digital teams to implement an end-to-end service wrap and support model for new applications
• Undertake regular visits to Payment Services and Service Delivery sites 
• Ability to translate complex information into comprehensive service reports.
• Ability to accurately work at pace and within tight deadlines
• Potential requirement to be on call out of hours on a rota basis
• Maintain stakeholder relationships with CPS/AME users by building on the existing CPS/AME SPOC network and reach out to affected users during times of service disruption.

Person specification

The essential criteria are outlined in the selection process details.

If you would like to learn more about the role, please contact michael.coombs@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.

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. 

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.

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.

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. 

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

• Contribute to the performance of the Products/Services across the portfolio by ensuring the support functions within the Product Development Unit (PDU)remain responsive to customer needs and meet defined performance targets
• Ensure delivery of high-quality support for all end users, understanding the business impact, supporting resolution of Incidents/Tickets, issues and queries. Manage resulting end user communication and expectations, ensuring end-users are satisfied in using and accessing the Product/Service 
• Contribute towards a programme of continual service improvements across the wider support team, aligning to quality management, risk management and security policies and procedures. Act as a point of escalation for Service Delivery colleagues within the Payment Services user community
• Manage incidents, problems and change in accordance to the relevant policies and processes within Digital
• Displays an awareness and understanding of Digital Products and Services
• Previous experience of IT Service Management and Knowledge of a Service Management Framework eg – ITIL.

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.

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

Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign. 

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

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 late February 2024. Interview dates to be confirmed.

Other information:

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. 

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.

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.

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. 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.