Blackpool, Newcastle-upon-Tyne, Sheffield
About the job
DWP Data & Analytics has one of the largest Data Warehouses in Government and has responsibility for the secure development and delivery of hundreds of data services within DWP and for other Government Departments.
You will be joining a team of experienced Service Managers and Infrastructure Operations Engineers, working in either Newcastle, Blackpool or Sheffield Digital Hubs, who have responsibility for the Service Management, including maintenance and support of the technical platform from which these business critical services are delivered from and as such will be contributing to DWP services that make a real difference to millions of citizens across the globe.
As a Senior IT Service Manager you are responsible for implementing the strategy for service management across platforms, multiple channels, or a portfolio of products/services to ensure availability, performance and process maturity across this landscape.
You are responsible for ensuring value and quality is achieved for the end-to-end delivery and support of an IT service/product portfolio. In addition, you are also responsible for defining and maintaining mechanisms such as service level agreements (SLAs) and operational level agreements (OLAs) to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.
You own stakeholder relationships and make sure that Products and Services are delivering the best value for money in meeting business and user requirements and are able to offer guidance and respond effectively to queries about Product/Service design, policy, etc.
In addition, you provide on call support as well as manage teams which carry out service management duties e.g. reporting, incident management, problem management, service level agreement (SLA) and operational level agreement (OLA) management.
You own and coordinate analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions.
ResponsibilitiesAs a Senior IT Service Manager your responsibilities will include:
• Manage the overall performance of the Products/Services ensuring the right capability is in place to achieve quality.
• Coordinate activities and communications for major and key business events.
• Work with virtual teams to ensure the smooth integration of releases into live support for new or updated Products/Services.
• Manage incidents, problems and change in accordance to the relevant policies and processes within Digital.
• Ensure the appropriate reporting mechanism and measures are in place, including KPIs, operational levels and services levels, capacity, trends and quality.
• Advocate and support change management, ensuring team members improve and optimise current and future processes, to complement the service management and operations process and procedures.
The ideal candidate for this role will be able to demonstrate the following essential criteria:
• To build and maintain relationships with key stakeholders (external and internal) and manage the business expectations through appropriate communications, reporting, assurance and governance. Ensures all functions are sufficiently engaged to ensure successful transition of services into the run.
• Takes accountability of issues that occur and is proactive in searching for potential problems.
• Ensures development functions within a project produce the required transition deliverables so that new Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, OLAs.
• Ensure the correct implementation of standards and procedures. Proactively reviews information in conjunction with service level agreements to identify availability and capacity issues and specifies any required changes.
We'll assess you against these behaviours during the selection process:
- Delivering at Pace
- Managing a Quality Service
- Changing and Improving
We'll assess you against these technical skills during the selection process:
• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• A Civil Service pension.
Salary for this role is from (Band Min) £49,171 - (Band Max) £59,589
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.
This role can be based from the following locations: Blackpool, Newcastle and Sheffield.
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.
Things you need to know
Successful candidates must pass a disclosure and barring security check.
Selection process details
This vacancy is using Success Profiles
, and will assess your Behaviours, Experience and Technical skills.
Stage 1 - Application & Sift:
As part of the application process you will be asked to complete a CV & personal statement. Further details around what this will entail are listed in the advert.
All applications will be assessed and sifted based on the essential criteria in the responsibilities section of the job advert, using the information you provide in your completed application form.
The sift panel will use the information relating to your employment history (your CV) and your personal statement to assess your experience, skills and knowledge against the essential criteria.
When giving details of your employment history, you should therefore include details of the work and projects that you have been involved in and the outcome or difference your actions made.
Applications must include:
1. A completed Personal Details application form.
2. A curriculum vitae* including education, professional qualifications and full employment history, giving details of key achievements relevant to the skills and experience outlined in this job description.
3. A personal statement outlining, how you meet the essential criteria as detailed in the responsibilities section of the job advert in no more than 750 words.
A NOTE ON ANONYMISATION
*Due to DWP’s use of anonymised recruitment practices it is not possible for applicants to upload/attach a CV; any information that you would customarily share on a CV should therefore be entered onto the application form. Please ensure you provide sufficient information to enable the sift panel to make an informed judgement about your suitability for this role.
Please include all other information that you would customarily provide when presenting a CV/Personal statement, as the sift panel use this information to assess your application.
DWP operates an anonymised recruitment process. When entering information relating to your employment history you will be asked to remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your CV/Personal statement. Failure to do so will result in your application being withdrawn.
Stage 2 – Video Interview:
Unless you are otherwise informed, the final stage of the process will be a video interview via Microsoft Teams where you will be assessed against the Behaviours and Technical skills detailed in the advert.
Throughout the whole recruitment process – application and interview – the accuracy and clarity of your communication will be assessed.
Sift and Interview Information:
Applications will be sifted at regular intervals from the date the posts are advertised, so please apply as soon as you can, do not wait until the end of the campaign.
Interviews will be held in November 2021
Sift and Interview dates to be confirmed.
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via DigitalRecruitment.email@example.com as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” 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.
A reserve list may be held for a period of 6 months from which further appointments can be made
Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
If successful but not transferring from another Government Department, in order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.firstname.lastname@example.org stating the job reference number in the subject heading.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.
Working for the Civil Service
The Civil Service Code
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
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.
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Contact point for applicants
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If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here
to visit Civil Service Commission.