IT Service Manager

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ITSM

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Pay up to £38,373 plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance.

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DWP. Digital with Purpose.

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Our Digital Channels Service Management Team support various services including, but not limited to Inbound and Outbound mail, electronic document management and SMS messaging.

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As IT Service Manager you are responsible for implementation and improvement of service management.

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DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people.

We're using fresh ideas and leading-edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives.

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The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

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What skills, knowledge and experience will you need?

• Lead criterion: An understanding of key financial management for Live Service contracts, especially Contact Centre with demonstrable experience of collecting and reporting Live Service data in a manner that allows effective decision making to occur*
• Knowledge of ITIL 4 Service Management Framework and relevant tools e.g. ServiceNow, particularly in the role of Catalogue Administrator
• Ability to undertake routine Service Management tasks in accordance with Process and Procedures
• Ability to react quickly to service demands to ensure a continued service provision for Contact centre Inbound and Outbound mail, electronic document management and SMS messaging
• Experience in reporting of service performance to key stakeholders
• Experience of communicating to different stakeholders and ability to show the status and performance of services in various formats. Including experience of working with suppliers and internal product teams ul>

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You and your role

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Working as part of a team, you undertake a range of service management activities, including:

• Monitoring costs across multiple service lines ensuring Products and Services issues, IT debt correction
• Responding to queries addressing all aspects of the Products and Services including reference to and the application of policies and processes
• Production of key management reports on adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) including interpretation and analysis of data
• Production of dashboards, providing a single view on service performance for key senior stakeholders. ul>

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Details. Wages. Perks.

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Location: You'll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you.

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Hybrid Working:We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub.

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Pay: We offer competitive pay of up to £37,497.

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Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth over £10,000 per year.

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Holidays:A generous leave package starting at 26 days rising to 31 days over time.

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You can also take up to 3 extra days off a month on flexitime. You'll also get all the usual public holidays.

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We have a broad benefits package built around your work-life balance which includes:

• An award-winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)
• Flexible working including flexible hours and flex-friendly policies
• Time off volunteering and charitable giving
• Bring your authentic self to work with 'I Can Be Me in DWP'
• Discounts and savings on shopping, fun days out and more
• Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference
• Professional development, coaching, mentoring and career progression opportunities. ul>

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Process:

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We know your time is valuable, so our application and selection process are just two stages:

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Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through.

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Interview: a single stage interview online.

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CLICK APPLYfor more information and to start your application.

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