IT Service Manager - Live Service

We are looking for an IT Service Manager who will help us manage and protect our DWP Digital Payment Services, and support users by providing detailed analysis and information on our Payment Services.

You will work in a dynamic, fast paced and Agile environment - this is an exciting and challenging opportunity join the Digital Payments Live Service Team and work with the Central Payments System, Protecting Payments and Annual Management Expenditure (AME) teams to establish the Service Management wrap around the new payment services, and work as part of a wider team to protect and maintain DWP’s existing Payment services/ applications.

Key responsibilities are as follows (and full training will be provided if necessary):

• Work as part of a dynamic Live Service team, analysing and responding to new service issues as they arise
• Ability to assist resolution actions in major incident meetings that are reported against Payment Services applications
• Garner and share best practice with regard to ITIL disciplines, and work with Digital teams to establish good practices that compliment Agile and ITIL methodologies
• Reduce Payment Services incidents and problems numbers to improve system performance, liaising closely with stakeholders across all levels in order to provide a robust/1st class customer service
• Using CPS knowledge, able to understand and communicate CPS service issues to colleagues at all grades
• Ability to translate a technical problem into language/business impact that stakeholders can understand
• Work with Payment Services Digital teams to implement an end-to-end service wrap and support model for new applications
• Undertake regular visits to Payment Services and Service Delivery sites
• Ability to translate complex information into comprehensive service reports.
• Ability to accurately work at pace and within tight deadlines
• Potential requirement to be on call out of hours on a rota basis
• Maintain stakeholder relationships with CPS/AME users by building on the existing CPS/AME SPOC network and reach out to affected users during times of service disruption.