DWP Digital are looking for an experiencedService Manager to join our team. You'll help us design and deliver aonce-in-a-generation digital transformation of services that are used by millions of people every day.
Using fresh ideas and leading edge technologies - and putting the user at the centre of everything you do - we create innovative solutions that make a difference to our 22 million users and over 100,000 colleagues.
Find out what we're working on and all about life at DWP Digital on our blog: https://dwpdigital.blog.gov.uk/
Duties. Work. Projects.
As a Service Manager in DWP you ensure the value and quality of end-to-end technology solutions and services for the UK's biggest government department.
As you'd expect you'll manage incidents and problems, as well as building productive relationships with stakeholders.
You'll define and manage SLAs and OLAs and keep us on track to hit performance targets. You will drive analysis and resolution of complex issues, pulling in the right support from our expert digital community.
And you'll do all this at scale, in a unique context in an organisation driven by an extraordinary purpose.
This role sits in a Service Management Team who are responsible for HR, Finance & Accounting Systems and Services. This includes Enterprise Resource Planning (ERP) solutions, currently Oracle E-Business Suite and a range of bespoke HR & Finance Systems and services.
Although you'll support the needs of all DWP employees there is a specific need to interact and work closely with Finance & HR Professionals from DWP Corporate areas.
You'll need a good understanding of technologies used within these specialist functions, and an understanding of the security considerations associated with this area.
You will have line management responsibilities so experience of setting objectives, managing development of others and acting as a point of escalation is useful.
What skills and experience do you need?
Knowledge of a service management framework (e.g. ITIL).
Demonstrable experience of independently supporting and maintaining products.
Incident Management: Experience in leading the investigation and resolution of incidents.
Problem Management: You ensure that the right actions are taken to investigate, resolve and anticipate problems. Able to troubleshoot and identify problems across different technology capabilities.
Customer Service Management: Maintain a high level of customer service. Has the confidence to deal with complex complaints and uses empathy to satisfy customer demands.
Business Analysis: Responsible for investigative work into problems and opportunities in existing and new services. Analyses large amounts of complex information and uses it to produce solutions.
Details. Wages. Perks.
Your base will be in Blackpool: https://careers.dwp.gov.uk/our-locations/blackpool
We also all have the tech and tools we need to enable our people to work flexibly, and many of us are working remotely at the moment due to COVID-19.
We offer competitive salary up to £45,018, a brilliant civil service pension with employer contributions worth 27%, and a generous leave package.
We also have a broad benefits package built around your work-life balance which includes:
Flexible working and family friendly policies
Volunteering and charitable giving
Discounts and savings on shopping, fun days out and more
Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference
Sports and social activities
Learning and development, including coaching, mentoring, qualifications and accreditation, career progression opportunities and lots more.
We've just been shortlisted for a Best Place to Work in Digital Award: https://bit.ly/3lL7DJR
CLICK APPLY for further information and to start an application on Civil Service Jobs.