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Job Post Details

This job has expired on Indeed
Reasons could include: the employer is not accepting applications, is not actively hiring, or is reviewing applications

Senior IT Service Manager - job post

Department for Work and Pensions
3.6 out of 5 stars
Sheffield•Hybrid work
£57,946 - £68,205 a year - Permanent, Part-time, Full-time

Location

Sheffield•Hybrid work

Benefits

Pulled from the full job description

  • Pay rise
  • Annual leave
  • Employee discount
  • Company pension
  • Cycle to work scheme

Full job description

Details

Reference number

440583

Salary

£57,946 - £68,205
A Civil Service Pension with an employer contribution of 28.97%
GBP

Job grade

Grade 7

Contract type

Permanent

Business area

DWP - Digital

Type of role

Digital
Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

1

Contents

  • Location
  • About the job
  • Benefits
  • Things you need to know
  • Apply and further information

Location

This role will be located at the following location; Sheffield.

Please find further information on the Corporate hub locations here.

About the job

Job summary

Do you thrive on solving complex service challenges, driving continuous improvement, and shaping enterprise-wide technology projects that make a real difference?

As a Senior IT Service Manager for DWP’s Assistive Technology and Projects (AT&P) team, you will be supporting, deploying and owning assistive technology software and hardware and services for DWP AS colleagues. You will also support the service for specialist projects delivering innovative technology across the estate.

Digital Workspaces provides technical infrastructure, used directly by DWP colleagues and citizens, and by other Digital services. It does this through a number of discrete technical and infrastructure product areas each under the leadership of a Service Manager who is accountable for all aspects of their product area. They will be responsible and accountable for all service aspects of the product area. The specific focus for this role is accessibility software and hardware, security, and new products such as workplace/service centre capabilities.

Job description

As a Grade 7 Service Manager, you’ll play a key leadership role in the AT&P product team, shaping the future of our services in the UK’s largest government department.

The AT&P team own all software and hardware for assistive users supporting over 15,000 users across the DWP estate, as well as supporting projects such as Digital Signage which is due to be an enterprise-wide product.

The successful candidate will lead a core service team supporting live services and be involved in the day-to-day management of our product portfolio to agreed Service Level Agreements (SLAs). They will resolve critical issues and drive continuous improvement, as well as utilising incident and problem management processes to provide high quality support in the resolution of issues. You will also be responsible for ensuring changes are delivered with the appropriate governance, quality & risk management and communicated to stakeholders effectively.

You will understand and build effective relationships with stakeholders, and act as an escalation point for the Products/Services within your portfolio. You will also identify clear pathways for resolution of issues and engage with relevant stakeholders to successfully manage and resolve issues arising.

You will be responsible for working with suppliers to maintain and improve an online catalogue service, ensuring products are delivered on time, queries are dealt with, and the service offers the best value for money. You will work across many different areas in DWP to support deployment activities through accurate demand management of IT devices, resolving issues and engaging support from the Subject Matter Expert (SME) as necessary, escalating where appropriate. You will develop and maintain regular engagement forums through formal service reviews to measure and report on performance through SLAs and Key Performance Indicators (KPIs).

You’ll lead in the service definition and design of the assistive technology support model which includes aligning to policies, processes, people and technology with agreed strategy and Service Management process and policies applied to meet the needs of the Business. You will help develop and deploy high quality solutions to meet both user and policy needs.

You will be a skilled practitioner in providing service management for the AT&P team, helping to champion best practice and drive development across the team, as well as mentoring junior service managers.

Person specification

See selection process for further details.

If you would like to learn more about the role, please contact mark.harbottle@dwp.gov.uk.

Technical skills

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

  • End User Computing

Benefits

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

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.

Things you need to know

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 for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Experience and Technical skills.

Stage 1: Application

Your application will consist of four parts:

1. A Personal Details application form.

2. Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed.

3. Personal statement - up to 750 words. This statement should be used to provide examples of how you meet the essential criteria below:

  • Extensive experience of continuous improvement, including the quality, risk and security measures considered, which improved a product or its levels of service.
  • Significant demonstrable experience in building and developing effective working relationships with stakeholders including senior Business and IT managers, including supply chain.
  • Proven ability and experience of managing a team ensuring responsibilities and Business priorities are clearly understood. Working together to fulfil shared objectives whilst complying with legal, regulatory and security requirements.

4. Technical statement (up to 250 words). The following statement is aligned to the required technical skill of End User Computing:

In the context of the ITIL Service Management Lifecycle, describe how you have owned and managed an end-user computing service throughout its lifecycle. Your response should include:

  • Service Strategy and Design: How you ensured alignment with business needs and incorporated high-level technologies relevant to end-user computing.
  • Service Transition: How you managed changes, deployments, and risk mitigation during service introduction or updates.
  • Service Operation: How you maintained service performance, availability, and user satisfaction.
  • Continual Service Improvement: How you measured success and implemented improvements.
Ensure that all examples provided in your statements are taken directly from your own experience and that you describe the examples in your own words. If you choose to use gen-AI to support your statements, you must follow the guidelines outlined in the Artificial intelligence and recruitment guide.
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.

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

Other 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

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

A reserve list may be held for a period of 6 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 DigitalRecruitment.grs@cabinetoffice.gov.uk 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.

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.

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)
  • 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

Working for the Civil Service

The Civil Service Code 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 .
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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans 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 : Mark Harbottle
  • Email : mark.harbottle@dwp.gov.uk

Recruitment team

  • Email : digitialrecruitment.grs@cabinetoffice.gov.uk

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/.

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