IT Service Manager- Live Service

Are you looking for a fast-paced and challenging role supporting critical IT systems?

Are you capable of managing high-profile IT incidents and problems to optimise availability and stability of Live Services?

If so, this role might be for you.

DWP Digital has a vacancy for an IT Service Manager supporting core infrastructure and environments of remediated Virtual Machine Environment (VME) Benefit paying Systems.

Using our service management tooling you will have significant involvement in high profile Changes, Incidents and Problems, supporting modernised legacy benefit systems to ensure stability, availability and to meet Service Level Agreements (SLAs) and demands.

Strong relationship building scenarios across all system development, live support and environment management areas are a key part of this role, as well as the skills to produce and summarise complex data in consumable formats – making these available for Delivery Managers and Senior Civil Servants.

As an IT Service Manager, you will work in a demanding fast paced multi directional requirement team supporting core infrastructure and environments of remediated Virtual Machine Environment (VME) Benefit paying Systems.

Our teams provides significant management of high profile DWP Place Changes, Incidents and Problems supporting modernised legacy benefit systems ensuring their stability and availability meeting DWP Service Level Agreements (SLAs) and demands.

You are expected to build strong relationship building scenarios across all system development, live support and environment management areas.

Representing the Systems Modernised Platform, core remediated systems and infrastructure (OPSTRAT), you will be responsible for ensuring value and quality is achieved for the end-to-end process, support service and end user experience for Knowledge.

This includes defining and managing measures to deliver to agreed performance targets in a cost effective and timely manner and driving analysis and resolution of issues, enlisting support, and escalating where appropriate to relevant IT service functions.

You will build stakeholder relationships ensuring the team are delivering the best value for money in meeting business and user requirements and are able to offer guidance and respond effectively in the way we manage our services including being an integral part of the creation and development of the DWP Place.

There may be line management responsibilities which would require setting objectives, managing development of others, and acting as a point of escalation.

Responsibilities:

• Deliver and maintain the Knowledge Management Framework to ensure end-users are able to effectively and efficiently access and utilise Knowledge.
• Deliver and maintain Performance and Reporting Products using quantitative and qualitative data to deliver analysis and information that addresses stakeholder needs and provide recommendations.
• Become a champion of change management, actively improving and optimising current processes, to complement Service Management and processes and procedures.
• Provide visible leadership and support daily activity working as part of the team. Apply insight to inform future product and service design.
• Contribute to the design of the support model which includes policies, processes, people and technology in alignment with service management process and policies.
• Be enthusiastic, resilient and have the ability to effectively handle competing demands and prioritise as needed.
• Support the investigation and resolution of problems and issues to ensure the end-user experience is positive by demonstrating strong engagement, collaboration and digital communication skills.
• Ability to produce and summarise complex data in consumable formats and to make available for Delivery Managers and Senior Civil Servants.