Service Manager- Intelligent Automation Garage Service Manager- Intelligent Automation Garage …

DWP Digital
in Newcastle upon Tyne, England, United Kingdom
Permanent, Full time
Be the first to apply
Up to GBP39087 per annum + benefits
DWP Digital
in Newcastle upon Tyne, England, United Kingdom
Permanent, Full time
Be the first to apply
Up to GBP39087 per annum + benefits
Service Manager- Intelligent Automation Garage ( IAG): Up to £39,087 plus a generous 20% pension, benefits, flexible working and work life balance

Service Manager- Intelligent Automation Garage ( IAG): Up to £39,087 plus a generous 20% pension, benefits, flexible working and work life balance

Are you an ITIL professional who can lead and manage a Quality Service?

Do you have expertise in continual process improvement?

And are you ready to be part of our ground-breaking journey in Robotics, Automation, Machine Learning as part of our epic digital transformation? Then we'd love to hear from you…

We're looking for talented Service Manager to join DWP's Digital Channels project and become a key part of one of the UK's biggest and most high-profile digital transformation programmes, a once-in-a-generation reform of government products and services.

What is Digital Channels?

Digital Channels is a key enabler in DWP's journey to becoming a modern, digital organisation. And it's big. We're redesigning and delivering distinct but interrelated communication channels to over 20 million citizens each year. We handle 120 million transactions each year, rising to 210 million by 2022/23.

With a focus on intelligent technology, citizen-led design, and automation, we're developing an omnichannel service that will provide a high quality, integrated and seamless customer experience and save up to £450m by 2023.

You'll join our award-winning Intelligent Automation Garage team.

IAG is dedicated to pioneering applications of artificial intelligence, such as robotic automation, virtual assistants, machine learning and data analytics. We're creating a best-of-breed toolset for emerging technologies, to build in-house capability, standardise practices and scale deployments.

We're building a virtual workforce, including deployment of computer vision technology, attended RPA, natural language processing, deep learning, optical character recognition and cognitive tools. We want to remove repetitive, mundane and error-prone tasks to free up our brilliant frontline DWP colleagues for the work that they really love and which AI is not (yet) equipped for.

We're very proud to have picked up Tech Team of the Year at the National Technology Awards 2019 and Best Automation Project at the Digital Technology Leaders Awards 2019.You and your role

IAG has a central role in DWP Digital utilising the evolving areas of Automation, Machine Learning and Robotics. As a Service Manager working within the Intelligent Automation Garage, you will oversee and manage the running of all Live Automations developed using the latest in RPA, AI and Machine Learning. You will be a Service Champion and passionate about continual process improvement, ultimately providing a great user experience!

You''ll be responsible for ensuring value and quality is achieved for the end-to-end technology solution, support service and/or user experience of a digital products/services.

You'll liaise with business stakeholders, aftercare teams and manage supplier relationships to ensure products and services are delivering the best value for money and that they meet business and customer requirements You'll be involved in Service Design activities and testing to inform new and develop existing Service Delivery governance processes.

What skills and experience are we looking for?

  • A good understanding of Service Management framework and tools ideally ServiceNow
  • Application of ITIL Service Management Lifecycles in a large organisation
  • Risk Management
  • A proven track record in managing projects
  • Relationship & Supplier Management
  • Sound knowledge and understanding of Digital Products and Services
  • Driving analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions
  • Undertaking standard service management duties including reporting, incident management, problem management, service level agreement (SLA) and operational level agreement (OLA) management and providing on call support

Please note this role may require being part of an on call rota, for which an additional allowance is available.

Where will you work?

You'll join our team in Newcastle. We're just a short walk from Longbenton Metro, and we have great facilities including great coffee shops, snack bars and restaurants as well as gym and team sports facilities. It's a massive site and a hub for tech talent in the North East, hosting regular events and meet-ups across government and beyond.In Channels we believe in giving you a working experience that meets your needs and expectations and that means a focus on work-life balance, flexible hours, team-based working and the ability to work from multiple locations.

We are an equal opportunity employer and we welcome applications regardless of age, disability, gender, race or sexuality.

Our Offer

In return for your skills we offer competitive salary up to £39,087, a brilliant civil service pension, and a generous leave package. We also have a broad benefits package built around your work-life balance which includes:

  • Flexible working and 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, progression opportunities and guaranteed 5-days formal learning per year.

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 via