It service manager live service

Details Reference number 326265 Salary £35,711 - £36,545 Job grade Higher Executive Officer Contract type Permanent Business area DWP - Digital Type of role Digital Information Technology Working pattern Flexible working, Full-time, Job share, Part-time Number of jobs available 1 Contents Location About the job Benefits Things you need to know Apply and further information Location This role may be located in either Blackpool or Manchester. Please find further information on the Corporate hub locations here. About the job Job summary Do you have experience of working in a IT Service Management environment? Do you have experience of working across a range of stakeholders and enjoy building relationships? We are looking for a IT Service Manager to take on a range of key service management duties to resolve issues and monitor patters and trends. You will be working within DWP Digital Delivery for Digital Channels. Our teams work on services and products that impact some of the most vulnerable in society. We’re looking for people who are as motivated by that unique purpose as we are. Job description Digital Channels, part of Shared Channels Experience, comprises three key Product Areas – Customer Communication and Media, Digital Assisted Services and Next Generation Contact Centre (NGCC), combining with a clear mission/mandate to transform the way DWP delivers customer facing services. This is a key role within the Digital Channels Team that supports delivery through a mixture of internal and commercially supplied services – working with cross functional teams to fulfil requirements and support management of supplier relationships. Our teams are responsible for change, live run, development, and strategic direction across our products. Working dynamically out of six Digital Hubs, our diverse, dynamic teams focus on driving better outcomes. We work hard to ensure all our teams can work to the rhythm of their lives and families. You will collaborate with technical teams, suppliers and business areas to ensure products are delivered to agreed performance targets in a cost effective and timely manner. The role and responsibilities will align to end-to-end support services and performance of a product(s) or a combination of the two, promoting service quality and customer user experience improvements. Our team acts as an interface between Digital and third-party suppliers, defining and articulating direction and working with suppliers throughout to ensure delivery of services to meet business needs whilst demonstrating best value. Our IT Service Managers are responsible for implementation, management, and improvement of service management, and undertakes a range of key duties including reporting, incident management, problem management, relationship management, performance improvement and management of services to agreed service level agreement (SLA) and operational level agreement (OLA), working closely with all business areas across all levels to increase quality and drive improved end user satisfaction. Our IT Service Managers analyses and resolves complex issues, enlisting support and escalating where appropriate to relevant IT service functions, and provides IT business support, procedural, guidance and training product support, making sure that Products and Services are delivering the best value for money in meeting business and user requirements. There may be line management responsibilities, which would require setting objectives, managing development of others, and acting as a point of escalation. There may be a requirement to join an “on-call” rota providing night cover 18:00-08:00 with occasional shifts 08:00-18:00 Saturday or Sunday. The cover is shared around the team. Person specification As part of the application process you need to align your application to the following Essential Criteria: Demonstrable experience of independently supporting and maintaining Products and Services. Experience of applying knowledge of a IT Service Management Framework e.g. ITIL in managing IT Products and Services. Working in a disciplined environment to meet challenging objectives and tight deadlines, delivering at pace and demonstrating adaptability leadership. Experience of building successful working relationships with internal and external stakeholders. Managing a quality service ensuring high standards are maintained at all times and Service Levels met. 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. 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. 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 As part of the application process you will be asked to complete: 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 750 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. 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 Essential Criteria listed in the Person Specification. Interviews will take place from Early January onwards. Sift and Interview dates to be confirmed. Further Information Find out more about Working for DWP For Hints and Tips on completing your application visit Applying for jobs at DWP Digital. 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 [email protected] 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. Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Jonathan Ford Email : [email protected] Recruitment team Email : [email protected] Further information Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here https://careers.dwp.gov.uk/how-we-recruit/.