Senior IT Service Manager

This role may be located in one of the following locations; Blackpool and Manchester.

Please find further information on the Corporate hub locations here.

Job Summary

Are you passionate about making a real impact and shaping services that matter?

Do you hold a ITIL v4 Foundation qualification?

If you answered yes to both, this could be your ideal role!

Leading an IT Service Management (ITSM) Team within the Digital Workspaces Directorate responsible for all elements of IT Service Management for a critical service consumed by over 18,000 users. Providing strategic leadership, ensuring the service is aligned with the organisation's goals and digital strategy, driving a culture of service excellence and value creation.

You will be leading service operations activity across core ITSM Practices including Incident, Problem and Change Enablement, optimising end to end processes and driving a culture of operational excellence. Driving continuous service improvement activity, identifying improvement opportunities and driving them through to completion.

Defining ITSM solutions for the Product, ensuring a compliant and value driven ITSM proposition aligned with ITIL4 and other governance frameworks.

If this sounds like you, we want to hear from you!

Job Description

As a Senior IT Service Manager, you will:

• Lead a Team of Service Management professionals.
• Ensure the Service is delivered in alignment with ITIL (Information Technology Infrastructure Library) best practice and departmental governance standards across core ITSM practices including Incident, Problem & Change.
• Support the Product Team with the delivery of new and enhanced features and services. Ensuring ITSM principles are embedded in the Product Lifecyle and that new services are transitioned seamlessly into business as usual.
• Work with internal and external suppliers, ensuring compliance with agreed SLA’s and driving a culture a Continuous Service Improvement.
• Lead day to day operational activity for the service, constantly pursuing a culture of operational excellence.
• Act as a point of escalation for the Service.
• Engage with Stakeholder up to director level, offering meaningful insights and management information.
  
  

Although this is not a technical role and a deep understanding of technology is not essential, having some familiarity with technical concepts would be beneficial when starting.

Please note that you will be asked to provide documentation of your ITIL v4 Foundation certification upon request.

As a Senior IT Service Manager, You Will

• Lead a Team of Service Management professionals.
• Ensure the Service is delivered in alignment with ITIL (Information Technology Infrastructure Library) best practice and departmental governance standards across core ITSM practices including Incident, Problem & Change.
• Support the Product Team with the delivery of new and enhanced features and services. Ensuring ITSM principles are embedded in the Product Lifecyle and that new services are transitioned seamlessly into business as usual.
• Work with internal and external suppliers, ensuring compliance with agreed SLA’s and driving a culture a Continuous Service Improvement.
• Lead day to day operational activity for the service, constantly pursuing a culture of operational excellence.
• Act as a point of escalation for the Service.
• Engage with Stakeholder up to director level, offering meaningful insights and management information.
  
  

Although this is not a technical role and a deep understanding of technology is not essential, having some familiarity with technical concepts would be beneficial when starting.

Please note that you will be asked to provide documentation of your ITIL v4 Foundation certification upon request.

Person specification

See selection process for further details.

If you would like to learn more about the role, please contact [email protected].

Qualifications

ITIL v4 Foundation Certification

Technical skills

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

• Standard Service Management
  
  

Alongside your salary of £57,946, Department for Work and Pensions contributes £16,786 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 25 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
  
  

Hybrid Working

This 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.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

Salary Information

Salary for this role is £57,946 - £68,205.

New entrants to the Civil Service will join on band minimum.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion will move to the bottom of the grade pay scale or receive a 10% increase in salary, whichever is greater.

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

Stage 1: Application

Your Application Will Consist Of Four Parts

• A Personal Details application form.
• Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed.
• Personal statement - up to 750 words. This statement should be used to provide examples of how you meet the essential criteria below:
• Proven track record as an experienced Service Management professional with a solid understanding of ITSM Frameworks including ITIL v4 Foundation as a minimum.
• Demonstrable experience of managing a team to achieve identified business objectives.
• Demonstrable experience of working in a Product environment with working knowledge of Agile.
• Significant experience in building and maintaining effective relationships with senior stakeholders and/or suppliers within a service management context, including managing conflicting priorities and expectations to achieve service goals.
• Technical statement (up to 250 words). The following statement is aligned to the required technical skill of: Standard Service Management.
• Proven track record of leading teams in an enterprise environment through incident, problem and change operations and processes.
  
  

Further details around what this will entail are listed on the application form.

The sift panel will use the information in your employment history, personal statement, and technical statement to assess your experience, skills and knowledge.

An initial sift will be conducted using the technical statement. Candidates who pass the initial sift will be progressed to a full sift.

If you do progress to a full sift, you will be provided with one combined overall assessment score for both your employment history and Personal Statement.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign.

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, personal statement or technical statement contain any personal details your application will be withdrawn.
  
  

Stage 2: Interview

If you’re successful at the sift stage, you’ll be invited to a video interview via Microsoft Teams. During the interview, you’ll be assessed against the experience criteria listed under both the essential and technical skill.

Important: Please note that you will be asked to provide documentation of your ITIL v4 Foundation certification, prior to an invitation to interview.

Interviews will take place from late January 2026. Sift and Interview dates to be confirmed.

Further Information

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

All successful candidates and those placed on reserve will be posted in merit list order by location.

For these vacancies, we strongly recommend that applicants consult with an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current DWP guidance and Home Office policy, sponsorship cannot be guaranteed.

Further Information

Find out more about Working for DWP

A reserve list may be held for a period of 3 months from which further appointments can be made.

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

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

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 via [email protected] 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.

For further information on reasonable adjustments, terms and conditions and how we recruit visit the How We Recruit, page

Feedback

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).

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.

The Civil Service Code (opens in a new window) 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 (opens in a new window).

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

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 : Caicy Sandford
• Email : [email protected]
  
  

Recruitment team

• Email : [email protected]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here: https://careers.dwp.gov.uk/how-we-recruit/.