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GOV.UKIT Service Manager
Department for Work and Pensions
Apply before 11:55 pm on Monday 29th August 2022
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Information Technology
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About the job
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
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.
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.
Things you need to know
Security
Selection process details
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
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
Apply and further information
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
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
