Location
Central London

Hours
Full Time

Salary
£46,547 per annum

About the Role
DWP Mobile Services provides secure mobile devices and services enabling colleagues to 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 using agile for product delivery and ITIL for service management. Your primary responsibility will be 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 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 lead continuous service improvement activities by identifying opportunities and driving them through to completion.

Your role will include defining ITSM solutions for the product, ensuring a compliant and value-driven ITSM proposition aligned with ITIL4 and other governance frameworks.

Key responsibilities include:
- Acting as the bridge between Delivery and Service within the Product Team
- Supporting design of new products and services by capturing ITSM requirements at ideation stage
- Leading transition of new product features and enhancements to live service
- Collaborating with stakeholders to identify and manage service improvement opportunities
- Maintaining relationships across Delivery, Service, and Operational teams to foster visibility and collaboration
- Engaging with stakeholders up to director level, providing meaningful insights and management information
- Supporting Service Operations with ITSM practices including Incident, Problem, Asset Management, Supplier Management, Risk, and Governance
- Developing and maintaining Service Design & Transition Strategy aligned with organisational standards
- Leading design of end-to-end service models covering people, process, technology, tooling, roles, and SLAs
- Producing and coordinating Service Acceptance Criteria and Service Readiness Assessments
- Coordinating service pilots, early life support, and phased go-lives
- Managing handover of services from delivery teams into BAU support teams
- Ensuring risk, dependency, and impact assessments are conducted and actioned before transition
- Driving alignment between product teams, service operations, and enabling teams
- Translating technical or product requirements into service support requirements
- Creating and managing documentation for service design, transition, and in-life services including strategy, SOPs, gap analysis, support models, and knowledge articles

Experience
- Proven track record as an experienced Service Management professional with solid understanding of ITSM frameworks such as ITILv4, COBIT, or ISO20000
- Experience in core ITSM practices including incident, problem, and change management
- Demonstrable experience identifying and implementing service improvement opportunities and continuous improvement processes
- Experience in testing and assuring services to agreed targets defined in SLAs, OLAs, and/or XLAs through performance and reporting analysis
- Significant experience building and maintaining effective relationships with senior stakeholders and suppliers within a service management context, managing conflicting priorities and expectations to achieve service goals
- Demonstrable experience of IT Service Management in a product environment with working knowledge of Agile
- Experience in project management within a product-focused Agile environment, including transitioning new products, features, and services into live service and creating service artifacts such as process diagrams, knowledge base articles, and support scripts

About You
- Strong communication skills with the ability to engage stakeholders up to director level
- Proactive and collaborative approach to driving service improvements and operational excellence
- Ability to manage multiple priorities and work effectively within multi-disciplinary teams
- Commitment to continuous learning and development within IT service management

Qualifications
- Relevant ITSM certifications (e.g., ITILv4) are desirable but not mandatory
- Experience or knowledge of governance frameworks and compliance standards is advantageous