IT Service Manager

Department for Work and Pensions

Apply before 11:55 pm on Monday 29th August 2022

 

Details

Reference number

228571

Salary

£28,117

Grade

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 posts

1

Contents

This role will be based in Leeds or Manchester. Please find further information on the Corporate hub locations here.

Summary

Do you thrive in a challenging environment and actively seek solutions?

Can you motivate a team to deliver a quality service and drive improvements?

SOUNDS LIKE YOU? We'd love to hear from you.

We are looking for an IT Service Manager who would like to be part of a team delivering real value to our DWP colleagues and citizens.

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. 9,500 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.

Comprehensive training in Service Management, leading to ITIL certifications is available.

Job description

As an 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 Debt Management Service. 

This is a highly visible role with the successful candidate required to undertake key activities associated with Service Management. Working as part of a team, you may undertake Service Management activities such as:

• Proactive role within Debt Management Live Support team, using recognised Service 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.

• Meeting or exceeding agreed SLAs and OLAs for Incident, Problem and Change Management.

• Liaising effectively and courteously with colleagues and stakeholders via various channels (e.g. phone, email, Teams).

• To work occasional evenings and weekends as required.

Responsibilities

The responsibilities are outlined in the job description above.

If you would like to learn more about the role, please contact garry.harrison@dwp.gov.uk

Behaviours

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

  • Managing a Quality Service
  • Working Together

Technical skills

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

  • Customer Service Management
  • Continual Service Improvement

• 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.

Salary Information

Salary for this role is £28.117.

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 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.

Security

Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

See our vetting charter.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.

Stage 1: Application

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. Behaviour and Technical Statements (up to 250 words each). These include:

• Managing a Quality Service.
• Working Together.
• Customer Service Management.
• Continual Service Improvement.

The sift panel will use the information in your employment history and behaviour and technical statements 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 .

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, behaviours/technical statements contain 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 following Behaviours/Technical Skills:

• Managing a Quality Service.
• Working Together.
• Customer Service Management.
• Continual Service Improvement.

Interviews will take place from Early September, dates to be confirmed.

Further Information

Sift dates to be confirmed. 

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

Reserve list candidates will be posted in merit order by location. 

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

Assuming DWP’s terms & conditions may result in a change to your entitlements eg. leave. Please contact the vacancy holder if you have questions regarding DWP terms & conditions.

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 circumstance 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.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

You must meet the security requirements before you can be appointed. The level of security needed is security check.

For meaningful checks to be carried out individuals you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers. 

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.

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 digitalrecruitment.grs@cabinetoffice.gov.uk 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.

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.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

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.
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.
This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.
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 : Garry Harrison
  • Email : garry.harrison@dwp.gov.uk

Recruitment team :

  • Email : digitalrecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. 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

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