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Location
This role may be located in one of the following locations; Blackpool and Manchester.
Please find further information on the Corporate hub locations here.
About The Job
Job summary
DWP Mobile Services provides secure mobile devices and services so colleagues can work safely wherever they are. As Senior IT Service Manager, you will support service management for this critical, high-volume service used by more than 18,000 colleagues. You will work within a multi-disciplinary product team and with external suppliers to manage service performance, risk, and demand.
You will operate in a Product aligned environment, which uses agile for product delivery and ITIL for service management. Primarily, but not exclusively, you will be responsible for the development and maintenance of the Product & Service Lifecycle, ensuring product features and enhancements are designed and delivered in a supportable manner with a focus on user outcomes and value creation.
You will support service operations activity across core IT Service Management (ITSM) Practices including Incident, Problem and Change Enablement, optimizing end-to-end processes and driving a culture of operational excellence. You will drive continuous service improvement activity, identifying improvement opportunities and driving them through to completion.
You will help to define ITSM solutions for the Product, ensuring a compliant and value-driven ITSM proposition aligned with ITIL4 and other governance frameworks.
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Job Description
Working as part of the Service within Product Team, primarily, but not exclusively, acting as the bridge between Delivery and Service.
- Support the delivery team with the design of new products and services, ensuring ITSM requirements are captured and understood at the ideation stage of the delivery lifecycle.
- Lead on the transition of new product features and enhancements, ensuring intended value is materialized and that products and services are supportable, maintainable, and delivered to Live Service in a seamless manner.
- Proactively work with Service and Operational stakeholders to identify, capture, and manage service improvement opportunities. Working with the delivery team to drive improvements into the delivery lifecycle and through to completion.
- Maintain the relationship between Delivery, Service, and Operational teams across the Product and drive a culture of visibility and collaboration.
- Engaging with Stakeholders up to director level, offering meaningful insights and management information.
- Supporting the Service Operations team with traditional ITSM practices and activity including Incident, Problem, and Asset Management requirements, Supplier Management, Risk, and Governance.
- Supporting day-to-day operational activity for the service, constantly pursuing a culture of operational excellence.
- Develop and maintain the Service Design & Transition Strategy, ensuring alignment with organizational standards (e.g., Delivery-Agile, Service-ITIL4).
- Lead the design of end-to-end service models, covering people, process, technology, tooling, roles, and SLAs.
- Produce, own, or coordinate Service Acceptance Criteria and Service Readiness Assessments.
- Coordinate service pilots, early life support (ELS), and phased go lives.
- Manage the handover of services from product delivery teams into BAU support teams.
- Ensure risk, dependency, and impact assessments are conducted and actioned before transition.
- Drive alignment between product teams, service operations, and enabling teams (e.g., Security, Networks, Tooling, Supplier Management).
- Translate technical or product requirements into service support requirements.
- Create and manage documentation in line with service design and transition processes and methodology.
- Create and manage documentation for in-life services, including but not limited to, strategy, standard operating procedure, gap analysis, support models, technical support, and user knowledge.
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Person specification
See selection process for further details.
If you would like to learn more about the role, please contact Oliver.Canham1@dwp.gov.uk.
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