It Service Manager

Description:

We are looking for an IT Service Manager who would like to be part of a team delivering real value to our DWP colleagues and citizens.

You will be part of the Live Support team supporting IT services used by Counter Fraud Compliance & Debt (CFCD), which is currently the largest business directorate impacting the DWP Live estate across all service lines (approximately 9,000 staff).

You will provide support to other members of the Counter Fraud & Debt Management Team and help ensure the quality and availability of the critical Digital products and services that the department depends on.

Comprehensive training in Service Management, leading to Information Technology Information Library (ITIL) certifications is available.

Job description

As an IT Service Manager, you are responsible for ensuring a high quality service is achieved for the end to end technology solution, support services and user experience of the Fraud, Error & Debt services.

This is a highly visible role with the successful candidate required to undertake key activities associated with Service Management. Working as part of a team, you may undertake Service Management activities such as:

• Proactive role within Fraud, Error & Debt Live Support teams, using recognised Service Management processes, procedures and policies to resolve incidents, problems & issues and escalating where appropriate to relevant IT service functions
• Providing high quality support for all end users, understanding and trying to resolve user issues and queries, managing end user communication and expectations
• Meeting or exceeding agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for Incident, Problem and Change Management
• Liaising effectively and courteously with colleagues and stakeholders via various channels (e.g. phone, email, Teams)
• To work occasional evenings and weekends as required.