- Work leading the day-to-day Fraud & Error Live Support team, using established management processes, procedures and policies to resolve incidents & problems 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.
- Planning, scheduling and coordination of resources to enable effective service delivery to enable business as usual (BAU) operation.
- Develop and maintain the end-to-end security certificate database for all Fraud and Error applications.
- Produce bespoke Service Models for all Fraud and Error services.
- Raising and impacting change request and developing comprehensive implementation plans in conjunction with relevant support teams.
- Liaising effectively and courteously with colleagues and stakeholders via various channels ( phone, email, Teams).
- To work occasional evenings and weekends as required.
- Joining our team will give you the opportunity to develop in IT service management whilst having the chance to work towards professional accreditations such as ITIL Managing Professional.
- Ability to lead and energise teams in order to maximise teamwork, co-operation, productivity and morale.
- Previous experience of IT Service Management working within a Service Management framework ITIL.
- Demonstrable experience of independently supporting and maintaining Digital Products and Services.
- Ability and experience in delivering continual service improvements.
- Experience in managing a high workload against competing priorities.
- Experience in developing Service Management processes to ensure relevant stakeholders requirements are met.
- An employer pension contribution of up to 27%
- Annual leave rising up to 30 days, (based on your working pattern).
- Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.
- Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring.
- An inclusive and diverse environment with opportunities to join staff networks including: Women�s Network, National Race Network, National Disability Network (THRIVE) and many more.
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IT Service Manager - Blackpool, United Kingdom - UK Civil Service
Description
Job summary
Do you thrive in a challenging environment and actively seek solutions?
Can you motivate a team to deliver a quality service and drive improvements?
Sounds like you? We'd love to hear from you
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.
As an IT Service Manager you will be working in a fast-paced environment in one of the Department�s key strategic areas of Fraud & Error, providing quality and availability of the Digital products and services that the department depends on.
We are looking for an individual 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 business critical systems 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).
Please note -�this role requires you to pass a security clearance check. For further information on this please see selection process details.�
Job description
As an experienced 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 and Error IT services.� In addition, you will have line management responsibilities, leading an established team of Service Managers.
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:�
Person specification
When giving details in your employment history and personal statement you should highlight your experience in line with�essential criteria�below:
Benefits
Location
Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.���
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed�
Hybrid Working�
This job 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. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.�
HASSRA
DWP colleagues will have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.
Salary Information
Pay for this role is from �35,711 to �36,545.
Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.
Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.
Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.
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