Head of IT Service Operations

  • Location

    Manchester, Greater Manchester

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Experis UK

  • Contact email:


  • Job ref:


  • Published:

    3 months ago

  • Expiry date:


  • Client:


Head of IT Service Operations - Department for Work and Pensions

Salary - Circa £105,000 plus enhanced pension, 25 days holiday, childcare support and much more.

Everything we do in DWP Digital (known as 'Digital Group' internally) is driven by user needs - whether these are the needs of our 22 million customers or 84,000 colleagues.

Our products enable delivery of support which helps millions of people, such as Universal Credit, Personal Independence Payment and New State Pension. Internally, we're are continually advancing one of Europe's biggest IT estates across 850 locations. We have a modern digital workplace to help colleagues connect and collaborate, an extensive Hybrid Cloud and SDWAN infrastructure.

We are design led and use agile methods and tools to develop our products. We pioneer innovative use of data to drive business intelligence and automation and share 10 million data records every day across government and with other partners. Our security team plays a vital role in protecting DWP's customers, colleagues, data and systems from daily cyber-attacks. These are exciting times in Digital Group. We're transforming public services on which millions rely, at pace, driving continuous progress through fortnightly releases, and designing next-generation systems which can accommodate policy changes across successive parliaments.

We're reducing reliance on big suppliers, designing and delivering more digital products ourselves, and, where we continue to outsource our work, working with a much wider range of innovative commercial partners. Central to this transformation is a focus on culture and capability. Alongside developing the skills of our existing colleagues, we're recruiting hundreds of specialists who are the very best in their fields. We value collaboration and creativity as much as technical capability. We're building an organisation where colleagues are empowered to deliver. Our leaders inspire DWP Digital to be the best at what we do: an innovative, outward-looking digital organisation where people love what they do and are proud to make a positive difference to millions of people's lives.

The Role

The Head of IT Service Operations will be at the heart of improving the day to day service of DWP, keeping DWP IT operations secure and safe and enabling development and the safe landing of new Digital services. The role is to lead the 24*7 provision, protection and support of our IT operational services and the development and on- boarding of new services. The role is centred on user experience and service excellence and the need to ensure the DWP's digital services are operational and its development services efficient and effective. You will have the exciting opportunity to work with Digital leaders within the department, across government and the wider profession.

You will engage across a wide range of stakeholders within DWP, working across functional boundaries as part of the activity. You will draw on your experience of leading, transforming and delivering IT Operations in other organisations. You will be a trusted advisor to senior colleagues, helping them make informed strategic choices in how they deliver their programmes. You will be a part of DWP Digital's Senior Leadership Team, shaping the future direction of the Department and ensuring alignment to the wider Government Transformation Strategy and functional plans for the Digital, Data and Technology Function.

Key Responsibilities

  • Leading and managing high volume mission critical 24*7 IT Operations ensuring service excellence. This includes responsibility for the key disciplines of service management and service delivery (e.g. incident, problem, change, transition, configuration management, asset management, service continuity and reporting,)
  • Leading a number of projects to continually improve service protection and performance
  • Managing and developing state of the art operations user experience control centre (UXCC) that proactively monitors digital service performance across DWP
  • Developing and maintaining IT operations strategy and continually driving, challenging and supporting continuous IT service improvement across DWP
  • Leading and managing a large team (circa 8 direct reports and 250 staff) of digital and technology experts and third part suppliers to ensure day to day operational service meets the needs of our business
  • Acting as trusted advisor and leader within the Technology Services Directorate and across DWP Digital and the wider DWP Department
  • Managing the performance, development and well-being of a number of teams operating in an agile delivery environment
  • Manage a significant operational budget and commercial arrangements to maintain and refresh operational IT service.

Key Skills & Experience

  • The successful candidate must demonstrate the following key skills and experience:
  • Expert and experienced in managing 24*7 IT Operation in a large complex enterprise with significant experience of operations centres, proactive and real-time monitoring, resilience and recovery, disaster recovery management, full service management and service delivery disciplines (strategy through to policy)
  • Experienced in managing high volume mission critical 24*7 IT Operations in a large business critical enterprise and leadership in critical incident and problem response handling
  • Experienced in managing services across multiple data centres with public and private cloud services
  • Experience in setting IT service strategy and managing continuous service improvement;
  • Experience of IT operations in an agile and dev-ops delivery environment
  • Extensive experience of industry frameworks in IT Operations, e.g. ITIL, COBIT, VERiSM
  • An exceptional and authentic leader, with the ability to build, inspire and engage their teams to deliver results even in times of ambiguity; to enjoy their contribution and to be proud of their achievements

Desirable Skills

  • Proven experience of developing capability at an organisational and team level, through empowering, supporting and developing staff to achieve the highest performance standards
  • Successful track record of delivering digitally enabled organisational transformation programmes, with an appreciation that change can provide opportunity for efficiency and innovation
  • Strong commercial acumen and experience of managing third part service providers
  • Strong financial acumen and a desire and experience in delivering value for money.
  • Strong track record of building excellent stakeholder relationships; creating a wider ranging network of relationships across organisational boundaries that support collaborative working across teams or organisations to in order to achieve highly effective outcomes
  • A self-starter bringing their own energy, resilience and enthusiasm, to continually drive through improvements to the service provided to DWP
  • You will have a passion for building capability and ambition to build the best digital capability in UK public services which equal the best in the private sector