About the job

Job summary

Are you looking for a fast-paced and challenging role supporting critical IT systems?

Are you capable of managing high-profile IT incidents and problems to optimise availability and stability of live services?

If so, this role might be for you. 

DWP Digital has a vacancy for an IT Service Manager supporting core infrastructure and environments of remediated Virtual Machine Environment (VME) Benefit paying Systems.

Using our service management tooling you will have significant involvement in high profile Changes, Incidents and Problems, supporting modernised legacy benefit systems to ensure stability, availability and to meet Service Level Agreements (SLAs) and demands.

Strong relationship building scenarios across all system development, live support and environment management areas are a key part of this role, as well as the skills to produce and summarise complex data in consumable formats – making these available for Delivery Managers and Senior Civil Servants.

Job description

As an IT Service Manager, you will work in a demanding fast paced multi directional requirement team supporting core infrastructure and environments of remediated Virtual Machine Environment (VME) Benefit paying Systems.

Our teams provides significant management of high profile DWP Place Changes, Incidents and Problems supporting modernised legacy benefit systems ensuring their stability and availability meeting DWP Service Level Agreements (SLAs) and demands.

You are expected to build strong relationship building scenarios across all system development, live support and environment management areas.

Representing the Systems Modernised Platform, core remediated systems and infrastructure (OPSTRAT), you will be responsible for ensuring value and quality is achieved for the end-to-end process, support service and end user experience for Knowledge.

This includes defining and managing measures to deliver to agreed performance targets in a cost effective and timely manner and driving analysis and resolution of issues, enlisting support, and escalating where appropriate to relevant IT service functions.

You will build stakeholder relationships ensuring the team are delivering the best value for money in meeting business and user requirements and are able to offer guidance and respond effectively in the way we manage our services including being an integral part of the creation and development of the DWP Place.

There may be line management responsibilities which would require setting objectives, managing development of others, and acting as a point of escalation.

Responsibilities:

• Deliver and maintain the Knowledge Management Framework to ensure end-users are able to effectively and efficiently access and utilise Knowledge.
• Deliver and maintain Performance and Reporting Products using quantitative and qualitative data to deliver analysis and information that addresses stakeholder needs and provide recommendations.
• Become a champion of change management, actively improving and optimising current processes, to complement Service Management and processes and procedures.
• Provide visible leadership and support daily activity working as part of the team. Apply insight to inform future product and service design.
• Contribute to the design of the support model which includes policies, processes, people and technology in alignment with service management process and policies.
• Be enthusiastic, resilient and have the ability to effectively handle competing demands and prioritise as needed.
• Support the investigation and resolution of problems and issues to ensure the end-user experience is positive by demonstrating strong engagement, collaboration and digital communication skills.
• Ability to produce and summarise complex data in consumable formats and to make available for Delivery Managers and Senior Civil Servants.

Person specification

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

• Previous experience of IT Service Management e.g., ITIL
• Demonstrable experience of independently supporting and maintaining Products and Services
• Previous experience of managing a small team.
• Ability to maintain a close relationship with your customers to understand their needs.
• Proven track record in the identification and execution of opportunities to improve IT processes and services and measure the effects of these efforts over time.

If you would like to learn more about the role, please contact jonathan.ford1@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 

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.

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. 

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.

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

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 Mid-March onwards.

Further 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. 

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. 

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.

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.