Associate IT Service Manager

Associate IT Service Manager

DWP. Digital with Purpose.

DWP is the UK's largest government department, helping people into work and making payments worth over 195bn a year to support some of the most vulnerable people in our society.

We have been undertaking an ambitious technology transformation over the past few years, and there's still a lot to achieve.

We're looking for a talented and ambitious junior IT Service Manager to help us implement and improvement service management across DWP's digital projects.

You'll take on range of standard service management activities with a supportive and expert team - including resolving incidents, problem management, and responding to queries addressing all aspects of the Products and Services. You'll help us deliver services that work better for the millions of people that interact with DWP every day.

As an Associate IT Service Manager, you will:

• Manage incidents, problems, knowledge, and aspects of change management
• Oversee tasks related to certificates, vulnerabilities, and security updates
• Learn and become proficient in 14 small to medium-sized applications
• Assist with service management for existing and new applications, including exciting projects moving from legacy systems to new applications
• Use your analytical and problem-solving skills to ensure effective management of issues raised
• Work in a disciplined environment, under pressure to meet challenging objectives and timescales

What skills and experience do you need to apply?

• Managing a Quality Service - You can keep colleagues and stakeholders fully informed of plans, possibilities and progress. You deliver good customer service which balances quality and cost effectiveness.
• Communicating & Influencing - You communicate clearly and concisely both orally and in writing. Respond constructively and objectively to comments and questions. Handle challenging conversations with confidence and sensitivity
• Operational Management - You understand the operational processes of running and maintaining a product or service.
• Customer Services Management - You can resolve user requests to at least the agreed service level agreement. You can empathise with the end user. You use customer-focused metrics to achieve a satisfying outcome. You have an understanding of service management tools and services e.g. ITIL.

Details. Wages. Perks.

Location: You'll join us in one of our digital hubs in either Blackpool or Newcastle-upon-Tyne, whichever is most convenient for you.

Hybrid Work: We have the tools and tech to enable our people to work flexibly. We work a hybrid model, with time split between home and a hub with the team.

Pay: 30,975 a year.

Pension: You'll get a great civil service pension with employer contributions worth 28.97%, approximately 8,973 towards your membership in the Civil Service Defined Benefit Pension scheme

Holidays: Generous leave package starting at 24 days, rising to 26 after one year, plus bank holidays, with options for extra flexi leave.

Our comprehensive benefits package is built around your work-life balance and includes:

• Flexible working, flexi-hours, and flexi-days
• Hybrid working: some time in a hub with the team, some time at home
• Family-friendly policies
• Time off for volunteering and charitable giving
• Be your authentic self at work with I Can Be Me in DWP
• Discounts and savings on shopping, fun days out, and more
• Interest-free loans for a bike or season ticket, making your commute easier
• Working in an award-winning environment and culture
• Professional development, coaching, mentoring, and career progression opportunities

Click apply now to see the full job description and start your application on Civil Service Jobs.

We understand how valuable your time is. Our hiring process is clear and streamlined, with just two stages:

Stage 1: Application

Stage 2: Interview