Senior IT Service Manager - Live Service

Overview

Senior IT Service Manager - Live Service at Graphics Unlimited (Vic) Pty Ltd. This role is part of the Digital Channels and wider IT team, supporting delivery through commercial contracts and working with cross functional teams. DWP Digital context referenced for illustrative purposes in the original posting.Salary:

£57,946, plus 28.97% employer pension contributions.

Hybrid working:

yes, with flexible hours and emphasis on work-life balance.What you will do

Promote cross-team collaboration with key stakeholders to ensure new and changed products/services are sufficiently and safely supported into Live service, while meeting customer expectations. Use Change Management tools and processes to minimise disruption to IT services.Define and design the support model (policies, processes, people, technology) in alignment with the agreed strategy and Service Management processes to meet business needs.Lead and implement customised activities or interventions to support delivery of business outcomes for the portfolio. Forecast and trend across the portfolio to ensure quality, capacity and resource demands are anticipated and risks are managed. Provide business-outcome focused reporting/dashboards to Digital and operational stakeholders.Demonstrate detailed knowledge of Digital Products and Services. Act as an escalation point and support the definition, negotiation, and management of Service Management provision, including SLAs and OLAs for products/services within the portfolio. Identify clear pathways for resolution and engage stakeholders to resolve issues.Manage large IT products and services in Live environments and apply Service Management Frameworks (e.g., ITIL). Build and maintain relationships with senior Business and IT managers. Foster a culture of continual improvement and implement processes to identify and explore improvement opportunities.About the role and team

You will be part of the Digital Channels Service Management Team, supporting services that provide technology solutions to Citizens and DWP Agents, including digitisation and tasking of inbound citizen communications, outbound communications, and two-factor authentication for Universal Credit online accounts. The wider team also manages telephony contact centre functionality and citizen information systems used by customer service agents and partner agencies.Location, hours and benefits

Location:

Hybrid hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle-upon-Tyne, and Sheffield (your choice of hub).Hybrid Working:

Hybrid model (work from home and in hub as appropriate).Pay:

£57,946.Pension:

Civil service pension with employer contributions of 28.97% (-£16,094 per year).Holidays:

26 days to 31 days plus up to 3 extra flexi-days per month and public holidays.Benefits

Award-winning environment and culture; flexible working and policiesTime off for volunteering and charitable givingInclusive culture and employee support initiativesDiscounts, interest-free loans for transport or bikes, and social activitiesProfessional development, coaching, mentoring and career progressionProcess

The application and selection process is two stages: 1) Apply via Civil Service Jobs with full instructions; 2) Interview: a single online stage.Click APPLY for more information and to start your ..... full job details .....