About the job

Job summary

As a Lead IT Service Manager for DWP Mobile Services, you will lead a highly motivated team that constantly drives for excellence, delivering world class mobile devices and services for thousands of DWP colleagues.

The Product team has ownership of all aspects of DWP mobile services which includes software, hardware, infrastructure, support, service desk, budget, commercials, and resources. You will work in a multi-disciplinary team and will be part of product leadership team. 

This role provides a unique opportunity to be a leader in a product team which delivers critical workplace service and has complete ownership from defining the strategy and roadmap, running projects, managing procurement and suppliers, to operational service delivery.

You will be a skilled practitioner and a role model in IT service management. With a focus on operational stability, robustness, resilience, availability, and quality you will be accountable for service delivery to DWP colleagues.

Job description

As a Lead IT Service Manager, you will be responsible for:

Setting the vision and strategy for service management and service delivery, ensuring processes and commercial service contracts are owned, efficient and matured. 

Leading a team, you'll ensure adequate resources and capacity to deliver value outcomes and great service to DWP colleagues. You will be responsible for service in a complex product area, engaging with senior leaders and acting as an escalation point for Business and Supplier stakeholders.

You will own the overall accountability for adherence to agreed SLAs, processes, and procedures within Service Management. You will inform and advise on defining and designing the support model which includes policies, processes, people and technology in alignment with service management process and policies.

You will ensure that operational and service management methods, procedures, facilities, and tools are established, reviewed, and maintained to deliver a stable, performant, and customer focused service.

You will continually review all Product/Service support provision across the portfolio to ensure that agreed targets are met including proposals, strategies and service level agreements which may be in place.

Person specification

When giving details in your CV you should highlight your experience in line with essential criteria below:

• Experience of leading delivery of outcomes by managing IT products and live services in a large and complex IT Service Management landscape.

• Significant demonstrable experience of using ITIL 4 service management knowledge to manage end to end services at enterprise level.

• Proven track record of developing and managing relationships with senior level stakeholders, including suppliers to support commercial, financial and supplier outcomes.

• Knowledge of technologies and solutions, demonstrable experience, and capability across service lifecycle (ServiceNow, IT Infrastructure management, Cloud hosting solutions).

• Excellent customer focused professional skills with an in depth understanding of how technology can drive business benefits, and proven experience of supporting the development and implementation of innovative solutions.

• Experience of leading and inspiring teams to deliver strategic outcomes.

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

Benefits

• An employer pension contribution of up to 28.97% 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.

Salary Information

Pay for this role is from £69,869 to £77,740.

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

Stage 1: Application

Your application will consist of three parts:

1. A Personal Details application form.

2. A curriculum vitae including education, professional qualifications, and full employment history, giving details of key achievements in line with essential criteria listed in the Person Specification. 

When uploading your CV, do not include personal information or links to any webpages or profiles that identifies you. This means we can recruit based on your knowledge and skills, and not background, gender or ethnicity. Take out references to your name/title, age, sex, email address, postal address, telephone number or nationality/immigration status.

When giving details of your redacted CV, you should therefore include details of the work and projects that you have been involved in, and your role therein.

3. Technical statements (up to 250 words each). These include:

• Operational Management - Share your experience of leading large multi-disciplinary teams for IT service delivery for a complex product in an enterprise environment. What challenges did you encounter and how did you overcome them?

• Continuity Management - Share your experience in managing IT service delivery in a multi-supplier led delivery landscape. Please be specific about your role and responsibilities.

• Customer Service Management - Share an example where you have initiated and implemented technical and process change to improve service delivery for customers.

The sift panel will use the information in your CV and Technical statements to assess your experience, skills and knowledge.

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

Important information

• Please attach your redacted CV as a separate additional document in either PDF or word format.
• 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 CV and technical statements 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.

You will be asked to do a (5 minutes) presentation on a specific topic. Further details will be provided to candidates invited to interview. 

Interviews will take place from mid-August 2024. Interview dates to be confirmed.

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.

All successful candidates and those placed on reserve will be posted in merit list order by location. 

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.

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. 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.