Operations Technical Service Manager

DWP. Digital with Purpose.

Join DWP as an Operations Technical Service Manager and play a critical role in protecting and supporting the live digital services that millions of people rely on every day.

We're using fresh ideas and leading-edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives.

DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people.

The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

What skills, knowledge and experience will you need?

• Previous knowledge, background and experience of working in live operations areas environment.
• Demonstrable knowledge and experience of Problem Management, with a focus on risk analysis & mitigation and root cause analysis.
• Working knowledge and experience of Change Management, with a focus on the analysis of change and the possible impacts on complex application and technical infrastructure.
• Demonstrable knowledge and experience of working in a complex IT Infrastructure environment e.g. Networks, Servers (Wintel, Unix, Linux), Storage, Databases.
• Proven track record of working with a strong focus on creating a positive User / Service experience, excelling in collaboration and communication with Key Stakeholders across the Digital landscape.

• Experience of working within a proactive Service Management team, specialising in leading and managing Major Incidents from identification through to resolution, including coordination of technical teams, stakeholder communication, and post incident review.

You and your role

As an Operations Technical Service Manager, you play a vital role in protecting and maintaining DWP's live digital services. You apply your hands on live operations experience and strong Service Management background to assess service health, manage risks, and ensure smooth daily operations.

You lead and facilitate Major Incident Management, coordinating rapid, safe restoration of services when failures occur, while providing clear, timely communication across Digital services, Operational Areas, Service Management, and the Service Desk.

Your role includes continually reviewing performance, risks, and issues affecting live service, working closely with Technical and Business Service Owners. You focus on customer outcomes-driving service excellence, minimising business impact, and maintaining zero tolerance for production outages.

This is a full time position with a 24/7 on call rota, plus occasional early starts and late finishes shared across a team of nine. If based in Blackpool, you'll also travel regularly to the Manchester hub.

Details. Wages. Perks.


Location: You'll join us in one of our brilliant digital hubs in Blackpool, Manchester or Newcastle-upon-Tyne, whichever is most convenient for you.

Hybrid Working: We work a hybrid model - you'll spend some time working at home (40%) and some time collaborating face to face in a hub (60%).

Pay: We offer competitive pay for this role of £44,447.

Pension: You'll get a brilliant civil service pension with employer contributions of 28.97%, worth over £12,876 per year.

Holidays: A generous leave package starting at 26 days rising to 31 days over time.

You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays.


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

• Flexible working including flexible hours and flex-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, so it's even easier for you to get to work and start making a difference
• Sports and social activities
• Professional development, coaching, mentoring and career progression opportunities.

And we have an award-winning environment and culture:

• DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards
• Diverse and Inclusive Leadership at Digital Leaders Awards 2024
• Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025
• Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards

Process:

We know your time is valuable, so our application and selection process is just two stages:

1. Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through.
2. Interview: a single stage interview online.

CLICK APPLY for more information and to start your application.