Lead Service Manager

Contract Type
Newcastle upon Tyne
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Expiry Date
14/04/2021 09:04:00
Looking for a Lead with Service Management experience and stakeholder management expertise plus strategic insight.

Job Description

Lead Service Manager - up to £72,933 per annum, 27.5% pension contribution from DWP, work life balance freeing you up to do the things you love

DWP. Digital with Purpose.

  • Do you have holistic Service Management experience with stakeholder management expertise and strategic insight?
  • Do you want to use your leadership level skills to deliver services used by millions of people, and to help keep children out of poverty?

DWP is the UK's largest government department. Our creative and disciplined DWP Digital teams are leveraging innovative technology and design to transform products and services used by 22 million people, powering payments worth £165bn a year.

We are looking for a Lead Service Manager to set and execute the vision and strategy for service management across a portfolio of Children-focused services to ensure availability, performance and process maturity across this complex landscape.

We're also responding to Covid-19. Accessible, robust digital products and services like these have never been more important to our users, or to the thousands of dedicated DWP colleagues working to support them.

Duties. Work. Projects.

You'll join our Child Services Team. We are tackling a challenging portfolio of activity including the Child Maintenance Group Transformation Programm where we are designing and building new services and improving older ones.

You'll lead across these services, You'll own, monitor, analyse and drive improvements to live services and help to shape services in development.

You'll also lead your people, as a mentor and by sharing a vision for your team and the service, making sure quality Service Management is at the heart of everything we do.

As a Lead Service Manager, you'll understand what good and bad service looks like, and how to ensure end-user satisfaction. You'll be able take a holistic view and design and implement the end-to-end service wrap for new Children products and services.

You have strong knowledge of Service Management and great stakeholder management skills. You use your expertise to manoeuvre, steer and support a talented team. You'll develop a team of experts who deliver service improvements, drive the identification, prioritisation and implementation of improvements and efficiencies, to make sure DWP gets maximum value.

If you are looking for a role where you can influence change within one of the largest government organisations, this is it. You'll build big, effective and influential relationships with key stakeholders, all driven by the extraordinary purpose of delivering world class services with the potential to change lives.

What skills, knowledge and experience do you need to show us?

  • Leadership: Evidence of leading/managing Service Management and Product Support to inspire and motivate teams
  • Making Effective Decisions: Evidence of analysis and accurate interpretation of data to support decisions from a wide range of complex and sometimes incomplete evidence
  • Incident Management: Evidence of leading the investigation and resolution of incidents Experience of successfully delivering and leading an Incident Management service
  • Customer Service Management: Evidence of maintaining a high level of customer service with the confidence to deal with complex complaints and use of empathy to satisfy customer demands.
  • Communicating and Influencing: Evidence of influencing and explaining complex issues in a way that is easy to understand, to your different audiences with clarity and sensitivity
  • Relationship Management: Evidence of management experience in determining strategic vision and direction, influencing key senior stakeholders and building long term strategic relationships to facilitate and deliver business outcomes for multi layered large scale IT support services through internal teams and external suppliers.

In your application we want you to show what you can do by telling us what you have done. Tailor and structure your responses to evidence the skills and experience we're looking for.

Details. Wages. Perks.

You'll join our team in Newcastle-upon-Tyne.

We also all have the tech and tools we need to enable our people to work flexibly, and many of us are working remotely at the moment due to COVID-19.

We offer a competitive salary up to £72,933, a brilliant civil service pension of circa 27% and a leave package starting at 26 days.

We also have a broad benefits package built around your work-life balance which includes:

  • Flexible working
  • Family friendly policies
  • Volunteering and charitable giving
  • Discounts and savings on shopping, fun days out and more
  • Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference
  • Sports and social activities
  • Learning and development, including coaching, mentoring, qualifications and accreditation, career progression opportunities and lots more.

CLICK APPLY for further information and to start an application on Civil Service Jobs.

If you have any questions of you want to discuss the role before you apply get in touch with me