IT Service Manager
Department for Work and Pensions
Apply before 11:55 pm on Monday 4th July 2022
Type of role
Number of posts
Can you motivate a team to deliver a quality service and drive improvements?
Sounds like you? We'd love to hear from you!
You will be part of the Live Support team supporting Counter Fraud Compliance & Debt (CFCD), which is currently the largest business directorate impacting the DWP Live estate across all service lines (approx. 8,000 staff).
You will provide support to other members of the Counter Fraud Management Team and help ensure the quality and availability of the critical Digital products and services that the department depends on.
As an experienced IT Service Manager you are responsible for ensuring a high quality service is achieved for the end to end technology solution, support services and user experience of the Fraud & Error Product/Service. In addition, you will have line management responsibilities, leading an established team of Service Managers.
Joining our team will give you the opportunity to develop in IT service management by having the chance to work towards professional accreditations such as ITIL.
Check out these blogs about careers in DWP Digital.
•Work leading the day-to-day Fraud & Error Live Support team, using agreed management processes, procedures and policies to resolve incidents, problems & issues and escalating where appropriate to relevant IT service functions.
•Providing high quality support for all end users, understanding and trying to resolve user issues and queries, managing end user communication and expectations.
•Planning, scheduling and coordination of resources to enable effective service delivery to enable business as usual (BAU) operation.
•Liaising effectively and courteously with colleagues and stakeholders via various channels (e.g. phone, email, Teams).
•To work occasional evenings and weekends as required.
If you would like to learn more about the role, please contact Sam Hackett@dwp.gov.uk.
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.
• 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.
Salary for this role is from £31,989 (Band min) to £34,285 (Band max).
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.
Selection process details
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 of no more than 750 words.
When giving details in your CV and personal statement you should highlight your experience in line with essential criteria below:
• Previous experience of IT Service Management.
• Knowledge of a Service Management Framework e.g. ITIL.
• Displays an awareness and understanding of Digital Products and Services.
• Demonstrable experience of independently supporting and maintaining Products and Services.
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.
For Hints and Tips on completing your application visit our blog Getting Hired at DWP Digital .
• 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 July.
Sift and interview dates to be confirmed.
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 here
If successful and transferring from another Government Department a criminal record check may be carried out.
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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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 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 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.
Feedback will only be provided if you attend an interview or assessment.
Working for the Civil Service
Contact point for applicants
Job contact :
- Name : Sam Hackett
- Email : Sam.Hackett@dwp.gov.uk
Recruitment team :
- Email : firstname.lastname@example.org