Junior IT Service Manager

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Job description

DWP. Digital with Purpose.

DWP is the UK's largest government department. We help people into work, and make payments worth over £195bn a year to support some of the most vulnerable people in our society.

We are looking for an emerging IT Service Managers to join our community of tech experts in DWP Digital. This is a great place to build a career and develop your skills in Service Management.

We're driving a once-in-a-generation transformation of government services, using fresh ideas and leading-edge technologies to create innovative, scalable and user-centric digital solutions.

The DWP products and services we maintain and modernise will be used by nearly every person in the UK, at key moments in their lives. The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

What will I be doing day-to-day?

• Provide high quality support for all end users, understanding and resolving user issues and queries.

• Prioritising impact/urgency of requests and incidents by understanding user needs.

• Monitor, resolve and manage resolution of incidents to agreed timescales.

• Support optimal Service Delivery for the Product/Service through effective use of Service Management processes, for example incident, problem, change and knowledge management.

• Coordinate, validate and maintain data for SLAs, service information, problem and resolution profiles, using relevant Service Management tools.

• A range of service management activities and respond to queries relating to 64 services within the Health and Working Age function using relevant policies and processes.

What skills, knowledge and experience will you need?

• You know how to keep colleagues and stakeholders fully informed of plans, possibilities and progress, and to deliver good customer service which balances quality and cost effectiveness.

• You communicate clearly and concisely both orally and in writing, respond constructively and objectively to comments and questions and can handle challenging conversations with confidence and sensitivity.

• You understand the operational processes of running and maintaining live service for Payment systems.

• You can resolve user requests, empathise with the end user, and use customer-focused metrics to achieve a satisfying outcome.

• You have an understanding of digital products and services.

Details. Wages. Perks.

You'll join us in our brilliant digital hub in Blackpool. We also have all the tools and tech we need to enable our people to work flexibly; we offer a hybrid of home and office working, and many of us are working remotely at the moment due to COVID-19.

In return for your skills, we offer a competitive salary of up to £27,565 a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package starting at 24 days.

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

• Flexible working, flexi hours and flexi days
• Hybrid working: some time in a hub with the team, some time at home
• Family-friendly policies
• Time off volunteering and charitable giving
• Bring your authentic self to work with 'I Can Be Me in DWP'
• 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
• Working in an award-winning environment and culture
• Professional development, coaching, mentoring and career progression opportunities.

CLICK APPLY for more information and to start your application.