Service Manager

Full Time Permanent

UK Job Network

DWP. Digital with Purpose.

DWP is the UK's largest government department. We make payments worth over £195bn a year to support some of the most vulnerable people in our society. We deliver products and services that are used by millions of people in the UK, every day and at key moments in their lives.

DWP Digital is our community of digital experts. We use fresh ideas and leading-edge technologies to create innovative, scalable, user-centric Digital solutions that make a difference to the lives of our 22 million users and our amazing DWP colleagues.

We are looking for a Service Manager to join our team and with us on implementing, managing and improving service management across DWP. You'll ensure we meet performance, time and budget targets, and get the best out of our third party suppliers.

If you're looking to build a career in Service Management this is a great place to do it. Our Service Management practice is packed full of experts you can learn from and lean on, and we have a brilliant learning and development offer to help you be at your best.

We offer a hybrid of in-the-office and home working, and flexible hours so you can work in a way that's right for you. Our pension offer is amazing too – so you'll be looking after yourself, and your family, while you're working on services that will create better futures for our users.

What skills, knowledge and experience will you need?

The ideal candidate for this role will be able to demonstrate the following essential criteria:

Managing a Quality Service

Work with stakeholders to set priorities, objectives and timescales.
Successfully deliver high quality outcomes that meet the customers' needs and gives value for money.

Communicating and Influencing

Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact. Encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness.


Ensure colleagues and stakeholders have a clear understanding of objectives, activities and time-frames. Take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all. Consider the impacts of own and team's activities on stakeholders and end users.

Customer Service Management

Resolves user requests to a minimum of the agreed service level agreement.
Able to empathise with the end user. Uses customer-focused metrics to achieve a satisfying outcome.

Delivering at Pace

Show a positive approach to keeping the whole team's efforts focused on the top priorities. Ensure the most appropriate resources are available for colleagues to se to do their job effectively.

Relationship Management

Identifies key stakeholders and relationships and works with teams to build these. Understands how to work with stakeholders and contributes to improving these relationships.

Details. Wages. Perks.

You'll join us in one of our brilliant digital hubs in Blackpool or Manchester, whichever is most convenient for you.

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

In return for your skills, we offer a competitive salary of up to £34,285 a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package starting at 23 days.

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

Flexible working, flexi hours and flexi days
Family-friendly policies
Time off volunteering and charitable giving
Bring your authentic self to work with 'I Can Be Me in DWP'
Discounts and savings on shopping, fun days out and more
Interest-free loans to buy a bike or a season ticket for your commute
Sports and social activities
Working in an award-winning environment and culture
Professional development, coaching, mentoring and career progression opportunities.

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