About the job

Job summary

Are you an inspiring leader who can deliver and ultimately manage safe, secure, reliable and performant services in-line with wider Digital objectives and programmes of work? 

Would you want to become a Senior IT Service Manager for the already established and business critical Intelligent Automation Garage (IAG)? 

We have an opportunity available for an engaging leader to help the Cross Boundary Team (CBT) within Digital Services in the day to day running of this critical service.  

Join us working and leading on some of the largest IT environments in the Civil Service. 

Job description

As a Senior IT Service Manager, you are responsible for ensuring quality is achieved for the end-to-end technology solution, support services and user experience of a Product/Service.

As a member of the Intelligent Automation Garage (IAG) Service management team, you will be responsible for the day to day running and service management of the IAG service.  

As part of this service, you will work alongside and contribute to the management of the following multi-disciplined teams: 

• DevOps, Site Reliability Engineers (SRE) and Infrastructure engineers
• Data engineering team
• The Robotics Operations Centre (RPA Application and Software Engineering Developers)
• Test engineers
• Scrum/build teams 

You will be responsible for:

• Engaging with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting agreed Service Management standards.
• Ensuring all change is managed in accordance with appropriate governance including where required, communication and implementation of change.
• Ensuring effective management of issues raised on all channels, engaging with colleagues and support teams where required to make sure the resulting Incidents/Tickets, queries, problems, are handled using appropriate prioritisation, agreed processes, procedures and policies and ensuring end user satisfaction.
• Identifying and exploring opportunities for Continual Improvement of the service, driving engagement with managers and stakeholders to analyse, prioritise, agree and where required, implement opportunities to optimise and deliver service improvements that support Business outcomes.
• Developing and maintaining Service Management support collateral required to deliver Business outcomes relevant to portfolio (e.g. Calendars of Known events, Service Impact matrices).

In addition to the above, you will have line management responsibilities and will contribute to taking our apprentices through their apprenticeship.  

With this role there will be the opportunity to join an “on-call” rota providing night cover 17:00-09:00 with occasional shifts 08:00-18:00 Saturday or Sunday. The cover is shared across the team and would be a full week cover on a rotational basis.

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 ITIL - IT Service Management
• Leadership – previous experience of managing a small team
• Previous experience of managing IT services/teams and/or products in an enterprise environment
• Displays detailed knowledge and understanding of Digital Products and Services 
• Proven track record of implementation, negotiation and delivery with stakeholders at all levels 

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.   

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. 

Salary Information

Pay for this role is from £40,201 to £43,347.

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.

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

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.