Are you an experienced IT Service Manager? If so, we’re seeking an IT Service Manager to join our End User Devices Team. Technology Services provide the foundations upon which digital services for DWP are developed and operate. Our purpose is to deliver secure, effective and cost-efficient digital infrastructure services and to run live IT operations that support DWP business objectives.
Our teams deliver an end-to-end suite of digital products and services and are focused on the following themes:
- Delivering a digital workplace that improves the way we work, by providing products and services to make our users' jobs easier.
- Delivering high-quality and resilient IT services and support, to ensure our services meet existing and future network demand.
- Building a world-class performance-focused user experience control centre to measure our systems and ensure we keep the department functioning.
- Protecting and securing our services. We ensure our IT systems remain secure, available and resilient.
- Developing our people, capability and skills. We have created a sustainable service by developing our people, bringing key skills in-house to DWP, giving our teams professional pathways to develop and opportunities to progress within Technology Services.
Responsibilities
- Manage the end to end delivery of Workplace Computing Incidents, Problems and Requests.
- Act as an escalation point for service issues, co-ordinating and driving the effort required to achieve swift resolution.
- Utilise knowledge of service management frameworks ensuring ITSM best practice adherence.
- Identify trends and establish continual service improvement initiatives to improve user experience.
- Create, maintain and manage knowledge on behalf of the Workplace Computing Product.
- Effectively manage stakeholder relationships, building long term collaborative networks with Internal and External Teams.
- Promote automation and remove repetitive manual tasks, improving user experience and productivity.
- Ensuring all supplier service MI is validated and assured across all Service Measures & Invoicing.
- Identify personal learning and development needs required to deliver current and future work.
Qualifications
While not essential, holding an ITIL 4 qualification or a similar certification would be beneficial when starting the role.
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