Senior Service Manager

Department for Work and Pensions

Closing date: 26 Aug 2019

Reference number



up to £62,146 (London)


Grade 7

Contract type


Business area

Other - Digital

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share



Number of posts




About the job

Job description

Digital Channels is made up of 3 Product Areas – Intelligent Automation Garage (IAG), Document Management and Next Generation Contact Centre (NGCC). These 3 areas combine to transform and digitise the way in which DWP delivers customer facing services.

We support 84,000 colleagues with critical services such as Contact Centre, Printing, Robotic Process Automation and Document Retrieval.

Over the next 3 years the amount of transactions between DWP and our customers is expected to double. Our challenge is to automate and reduce the amount of time needed to handle these transactions. This is in areas such as Predictive Messaging, Telephony Self-Service, Automation of repetitive administrative tasks and digitisation of paper notifications.

Our teams manage change, live run, development and strategic direction for our products. We work across 6 Digital Hubs with diverse, dynamic teams focused on driving better outcomes.

The Document Management team with Digital Channels enables DWP to reduce our reliance on paper communications by creating a range of enhanced, faster, secure and cost effective Digital Channels for the citizen.

We are responsible for the system that digitise, index, store and electronically deliver incoming customer communications using the paper channel.

We are also responsible for the printing activities across the department both in terms of 3000 “Local Printers” any Bulk Printing activity with our print house.

We also support and deliver:

Wider business processing & alignment to the wider cross government digital strategy. (HMTCS, ESA Work Capability, PIP Assessment Providers, Scottish Devolution and wider).

A new Customer Notification solution, using the latest software via new digital integration the new VME replacement platform; supporting business led change, lowering costs, removing expensive & aged technology/supplier reliance & enabling channel shift/customer preference.

General Data Protection Rules compliance mandate by introducing mandatory screens/fields in applications to prevent business users inserting invalid data. Auto disposition will remove records to GDPR specifications at source – manual intervention removed.

Roles & Responsibilities

Accountable for the performance of the Products/Services across the portfolio ensuring the support functions remain responsive to customer needs.

Manage the overall performance of the Products/Services ensuring the right capability is in place to achieve quality.

Ensure new and changed Products/Services are sufficiently and safely supported into live service whilst meeting the expectations of customers and service management standards.

Establish and manage a programme of continual service improvements across the wider support team, ensuring these are aligned to quality management, risk management and security policies and procedures.

Act as a point of escalation for all areas managed by service management and operations function.

Create, analyse, interpret management reporting to forecast, determine capacity, and trends on demand and quality for Products/Services.

Define and negotiate Service Management provision and associated Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for Products/Services within a portfolio.

Responsible for the Electronic Document Records Management System end to end scanning; indexing and automation processes, Records Management and storage, Print infrastructure and the performance and MI of all associated Live Services.

Essential Criteria

Displays extensive knowledge and understanding of Digital Products and Services.


We'll assess you against these behaviours during the selection process:

  • Managing a Quality Service
  • Changing and Improving
  • Delivering at Pace
  • Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

  • Strategic Insight
  • Customer Service management
  • Problem Management



Civil Service pension schemes may be available for successful candidates.


In addition to salary there is an attractive benefits package which includes:

• an employer pension contribution of up to 20%

• a generous annual leave allowance

• flexible working arrangements.

Packages will be discussed with successful candidates based on skills and experience.


The salary for this role is up to £62,146 (London).

Flexible starting pay may apply to these roles

Things you need to know


Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.
Stage 1: The information you provide on your CV and application form will be used to assess you against the essential criteria and technical skills outlined in the advert.

The sift panel will use the information relating to your qualifications and employment history (your CV) and your personal statement to assess your experience, skills and knowledge. When giving details of your employment history, you should therefore include details of the work and projects that you have been involved in, and your role and responsibilities therein.

A NOTE ON ANONYMISATION: 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

Please include all other information that you would customarily provide then presenting a CV as the sift panel use this information to assess your application.

Stage 2: The final stage of the process will be a face to face interview, during which you will be assessed against the technical skills and behaviours detailed within the job advert. Only candidates that have been successful at the previous stage will be invited to attend.

If at any time through the selection process you do not meet the minimum standard required for this role we may contact you to discuss an alternative position.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

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 equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Sift/interview dates and location

Sifting will take place on an ongoing basis, and results will be issued after the vacancy closes.

Interviews will take place from mid-September to early October

Interview location to be confirmed.

If successful and transferring from another Government Department a security check may be carried out.

Further information

A reserve list will be held for a period of 6 months from which further appointments can be made.


This role covers multiple live services supporting up to 89,000 users as part of the business end to end processing and, as the lead service manager, you would be responsible for these services 5 days a week.

This post is not suitable for a part time role. There is a requirement for the successful candidate to support the business on a full-time basis due to the operational nature of DWP. Flexible working and Job share opportunities are still appropriate.

Candidates considering part-time or non-standard working patterns may wish to make contact by emailing if they wish to discuss how that working pattern might be accommodated.

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.

Our recruitment process is underpinned by the principle of appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.

If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.

New Tax Free Childcare Scheme

Any move to DWP will mean you will no longer be able to carry on claiming childcare vouchers

Reasonable adjustment

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 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.


If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email:

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission:
Click here to visit Civil Service Commission

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