Senior Service Manager

  • Job Reference: 00028387-1
  • Date Posted: 21 November 2020
  • Recruiter: CV-Library
  • Location: Blackpool, Lancashire
  • Salary: £45,000 to £59,589
  • Sector: I.T. & Communications, Covid-19
  • Job Type: Permanent

Job Description

DWP. Digital with Purpose.

Do you want to use your skills on demanding and exciting digital services, revolutionising products and services that are used by millions of people every day?

DWP are looking for ambitious Senior Service Manager to work with us use fresh ideas and leading edge technologies to transform the way the UK's largest government department works.

You'll be part of creating a flagship welfare reform programme that will change the face of public services and have the potential to dramatically transform the future of millions of people.

- and putting the user at the centre of everything we do - we create innovative digital solutions that make a difference to the lives of our 22 million users.

Delivery. Work. Projects.

In this role we'll look to you to set the vision and strategy for service management in Desktop.

You will be accountable for all processes and standards for end-to-end support and solutions for a which ensure that we maintain quality of service and user satisfaction.

You will lead and manage a brilliant service management team, helping them be at their best, sharing your knowledge and helping them to develop in their role.

As a Senior Service Manager you will be the primary escalation point for business users and 3rd Party Suppliers representing the Digital Service Management for your product area at a senior level. You might resolve those issues yourself, or you might ask one of your team to sort it.

During this period of unprecedented demand for DWP services you will play a key role in supporting increased demand and the delivery of new solutions to our user community.

That means you'll lead and co-ordinate DWP and supplier resources to balance delivery of our services so that our ongoing Workplace transformation continues to plan, DWP's Covid-19 response is effective and BaU continues to run smoothly.

You'll build relationships with suppliers, and make sure that we get service that are timely, robust and provide value for money. More broadly you'll oversee the commercial position, roadmapping and producing a strategy with our Finance and Commercial Business Partners, managing the product funding envelope, and keeping track of finances.

You may also need to provide "on call" support when required.

What skills, knowledge and experience will you need?

Along with experience in Customer Service Management, Problem Management and Relationship Management, you will need the skills to:

Set the vision and strategy for service management in your product area, ensuring services are owned and matured. Provide leadership, control and decision making for Products/Services and take responsibility for Service Management for the appropriate shared functions.

Take accountability of adherence to agreed SLAs, processes and procedures within Service Management.
Be responsible for quality Products/Services that meet the needs of our business areas.
Inform and advise on defining and designing the support model which includes policies, processes, people and technology in alignment with service management process and policies.
Own stakeholder relationships and make sure that Products and Services are delivering the best value for money in meeting business and user requirements.Where You'll Work

You'll join us in our brilliant digital hub in Blackpool. Find out more about working in Blackpool here:

We also have all the tech and tools we need to work flexibly. Many of us are currently working from home due to Covid-19.

We're the UK's biggest government department with over 90,000 diverse and brilliant people on our team. We are an equal opportunity employer and we welcome applications regardless of age, disability, gender, race or sexuality.

Details. Wages. Perks.

In return for your skills we offer competitive salary up to £59,589 brilliant civil service pension with employer contributions worth over 27%, and a generous leave package.

We also have a broad benefits package built around your work-life balance which includes:

Flexible working
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
Professional development, coaching, mentoring and career progression opportunities.CLICK APPLY for more information and to start your application. If you want to talk about this opportunity before you apply contact me via