IT Service Manager

IT Service Manager – DWP Digital | £38,772–£39,621 | Permanent

Department: Department for Work and Pensions (DWP) – Digital
Job Reference: 477078
Job Grade: Higher Executive Officer (HEO)
Salary: £38,772 – £39,621 per year
Contract: Permanent
Working Pattern: Full-time, Part-time, Flexible Working, Job Share
Locations: Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield
Number of Vacancies: 1
Sector: Digital / Information Technology

UK-BASED APPLICANTS / VISA SPONSORSHIP INFORMATION

This vacancy is with the Department for Work and Pensions (DWP) and requires Security Check (SC) clearance.

The advert states that candidates interested in visa sponsorship should consult an immigration specialist or qualified adviser to assess their eligibility. DWP will consider sponsorship requests in accordance with current DWP guidance and Home Office policy, but visa sponsorship cannot be guaranteed.

Applicants should confirm their eligibility before applying.

JOB OVERVIEW

The Department for Work and Pensions is recruiting an experienced IT Service Manager to take responsibility for service delivery, improvement and support for its strategic Management Information (MI) platform.

The successful candidate will work with stakeholders, users and suppliers to ensure technology services meet business requirements and provide a high-quality user experience.

The role supports a large and growing portfolio of MI products used by thousands of people, ranging from frontline managers to senior government leadership.

ABOUT THE ROLE

The IT Service Manager will help ensure DWP’s technology products and services are effectively supported, continuously improved and aligned with customer expectations.

The position involves service management, incident management, user access, supplier relationships, service-level monitoring and continual service improvement.

KEY RESPONSIBILITIES

Ensure value and quality across end-to-end technology solution support services.
Manage the performance of products and services within your remit.
Ensure services align with customer expectations and agreed targets.
Support programme performance reporting for senior leadership.
Act as an interface between Digital teams and third-party suppliers.
Monitor compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Produce and review service performance reports.
Monitor service-level infractions and analyse trends and forecasts.
Develop new SLAs and performance metrics.
Contribute to service management policies, standards and guidelines.
Coordinate activities during major and business-critical events.
Establish and manage continual service improvement programmes.
Ensure improvements align with quality, risk and security requirements.
Ensure products and services comply with agreed processes and policies.
Ensure changes are appropriately communicated and governed.
Provide initial support to end users.
Understand and resolve user issues and queries where appropriate.
Maintain accurate service management information.
Prepare and distribute service management reports.

SPECIFIC DUTIES

User Access Management

Manage and record user access requests.
Ensure requests comply with SLAs and governance processes.
Handle individual and bulk access requests.

Request Management

Maintain the relevant tracking solution.
Record progress updates.
Monitor responses from external teams.
Track requests through to completion.

Incident Management

Capture and actively manage incidents.
Ensure incidents are recorded according to agreed procedures.
Manage categorisation and assignment.
Monitor incidents through to resolution.
Produce incident management reports.

Stakeholder Management

Respond to stakeholder and user queries.
Communicate effectively by email, in writing and verbally.
Build relationships with internal and external stakeholders.

Knowledge Management

Create and update Knowledge Articles.
Support shared learning and understanding.
Improve guidance available to users and support teams.

ESSENTIAL EXPERIENCE & SKILLS

Applicants should demonstrate experience against the following essential criteria.

Products and Services

Experience independently supporting and maintaining products and services.
Knowledge and experience of incident management systems.
Experience with ServiceNow or an equivalent platform.
Experience engaging stakeholders regarding product support and service delivery.
Experience with user access and incident management processes.
Awareness or experience with Power BI.

Service Management

Understanding of Incident Management.
Understanding of Problem Management.
Understanding of Change and Release Management.
Understanding of IT Service Continuity.
Understanding of Supplier Relationship Management.
Knowledge of applicable service management policies and standards.
Experience or knowledge of ITIL.

Stakeholder Management

Experience collaborating with internal and external stakeholders.
Experience working with users and suppliers.
Experience operating in complex environments requiring significant coordination.

Service Delivery

Understanding of successful end-user IT service delivery.
Understanding of continual improvement and delivering business value.

Continual Service Improvement

Experience actively managing and improving products, services and processes.
Ability to coordinate activities and resources.
Ability to develop capability and optimise services.
Ability to work with stakeholders to develop improvement plans.

Managing a Quality Service

Ability to maintain high service standards.
Ability to ensure agreed service levels are achieved.

LOCATION

The role may be based in:

Birmingham
Blackpool
Leeds
Manchester
Newcastle
Sheffield

Newcastle: The role will initially be based at Benton Park View before moving to 1 Pilgrim Place in Newcastle city centre by the end of 2027.

Blackpool: Roles based at Blackpool Peel Park will initially be located there before moving to Blackpool Fylde View by April 2027.

HYBRID WORKING

The role may be suitable for hybrid working.

Where hybrid working is agreed, employees will normally be required to spend a minimum of 60% of their contracted working hours in their DWP office.

The arrangement is voluntary and non-contractual, with the office remaining the contractual place of work.

SALARY & PENSION

Salary: £38,772 – £39,621 per year.

The DWP contributes towards membership of the Civil Service Defined Benefit Pension Scheme.

New entrants to the Civil Service will normally join at the minimum of the applicable pay band.

BENEFITS

Civil Service pension.
At least 23 days’ annual leave on entry, increasing up to 30 days.
9 days of public and privilege leave.
Flexible working options.
Job sharing.
Term-time working.
Flexi-time.
Compressed hours.
Interest-free season ticket loans.
Cycle-to-work scheme.
Employee discount scheme.
Employee Assistance Programme.
Health and wellbeing support.
Family-friendly policies.
Funded learning and development.
Industry-recognised qualifications and accreditations.
Coaching and mentoring.
Talent development programmes.
Professional networks.
Inclusive and diverse working environment.

SECURITY CLEARANCE REQUIREMENT

The position requires Security Check (SC) clearance.

The advert states that candidates must have resided continuously in the UK for at least 3 of the last 5 years, including the 2 immediately preceding years at the point of application.

Successful candidates will also undergo relevant pre-employment screening and criminal record checks.

APPLICATION PROCESS

Stage 1 – Application

Applicants will complete:

Personal Details application form.
Employment history.
Personal statement of up to 1,250 words.

Your employment history should demonstrate relevant experience, skills, qualifications and achievements.

Your personal statement should provide evidence showing how you meet the essential criteria.

Important: Personal details such as your name, contact details and address must not be included where the application instructions require them to be removed. The advert states that applications containing such personal details may be withdrawn.

Stage 2 – Interview

Successful candidates at sift stage will be invited to a video interview through Microsoft Teams.

Interviews are expected to take place from late September/early October 2026, with exact dates to be confirmed.

ARTIFICIAL INTELLIGENCE & APPLICATIONS

AI tools may be used to support an application, but all examples and statements must be truthful, factually accurate and based on the applicant’s own experience.

Applicants must not present another person’s work, ideas or experience as their own.

NATIONALITY REQUIREMENTS

The vacancy is broadly open to eligible:

UK nationals.
Republic of Ireland nationals.
Eligible Commonwealth nationals with the right to work in the UK.
Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals.
Certain individuals with settled or pre-settled status under the EUSS.
Certain individuals with limited or indefinite leave to remain.
Turkish nationals and certain qualifying family members who have accrued the right to work in the Civil Service.

DISABILITY CONFIDENT SCHEME

DWP operates the Disability Confident Scheme and encourages applications from disabled candidates who meet the minimum selection criteria.

Where application volumes are high, the benchmark for progression may be increased.

REASONABLE ADJUSTMENTS

Candidates who require reasonable adjustments during the recruitment process should contact the Government Recruitment Service as early as possible before the closing date.

RESERVE LIST

A reserve list may be maintained for up to 6 months.

Candidates placed on the reserve list may be considered for further suitable appointments.

VISA SPONSORSHIP DISCLAIMER

The advert states that sponsorship requests may be considered in accordance with current DWP guidance and Home Office policy.

However, visa sponsorship is not guaranteed.

Candidates who require sponsorship should obtain appropriate immigration advice and confirm their eligibility before applying.

CONTACT

Job Contact: Oliver Canham
Email: oliver.canham1@dwp.gov.uk

Recruitment Team:
digitalrecruitment.grs@cabinetoffice.gov.uk

HOW TO APPLY

Interested candidates should review the complete vacancy requirements and submit their application through the recruitment process.

Job Reference: 477078

QUICK JOB SUMMARY

Job: IT Service Manager
Employer: Department for Work and Pensions (DWP)
Business Area: DWP Digital
Grade: Higher Executive Officer
Salary: £38,772 – £39,621
Contract: Permanent
Working Pattern: Full-time, Part-time, Flexible, Job Share
Locations: Birmingham, Blackpool, Leeds, Manchester, Newcastle, Sheffield
Key Skills: ServiceNow, ITIL, Power BI, Incident Management, Stakeholder Management, Service Delivery
Clearance: Security Check (SC)
Hybrid: Potentially available; normally 60% office attendance if agreed
Visa Sponsorship: May be considered under current policy; not guaranteed
Reference: 477078

IMPORTANT REMINDER

This is a permanent DWP Digital IT Service Manager opportunity offering a salary of up to £39,621, Civil Service pension and flexible working options.

Candidates requiring visa sponsorship should not assume sponsorship is available and should verify their eligibility before applying.

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