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Apprentice Service Manager

DWP Digital
Newcastle Upon Tyne, Tyne and Wear
Closing date
7 Dec 2022

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Public Sector / Government, Technology
Role Type
Start Date
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Job Details

Do you have an appetite for learning?

Do you want to apply and further develop your IT technical skills in an Organisation that makes a difference to UK citizens lives?

Service Operations, within Digital Tech Services is developing a learning programme to support a new cohort of apprentices.

As an apprentice, you will gain exposure and hands on experience in several of the Service Operations teams. A structured learning path will allow apprentices to rotate between teams, developing skills along the way, giving them the opportunity to gain a balanced view of what a career in Service Management consists of.

The overall objective is to ensure that we develop our future Service Operations workforce into roles can be considered challenging, rewarding and have clear career paths of progression.

Job description

This is an exciting opportunity to earn as you learn and get hands on practice while you study towards a Level 3 qualification. You’ll receive formal learning to develop crucial skills, knowledge and behaviours for your career and be part of a great team. 

As well as being given 20% off the job training to allow you to complete your apprenticeship within your working hours, you’ll be supported by your line manager, skills coach and the service management community, as well as fellow apprentices on the programme, so you will have plenty of sources of encouragement to help you succeed. There’s a lot to learn and do, so you need to be ready to be proactive, work hard and participate in the many opportunities you’ll be given to showcase your skills.

As indicated, apprentices can expect to rotate between a number of the Service Operations teams, gaining exposure and experience to a multitude of industry recognised disciplines, those of which are detailed below. If apprentices are placed in the Intelligent Automation Garage they may remain in that area throughout the apprenticeship.

Service Operations Design and Transition

This is one team with two distinct capabilities. In Service Ops Design you can expect to help shape DWPs new or enhanced IT Services, ensuring that the right “Service” characteristics are considered and captured. This team is in the thick of it during the design phase of a project and their main artefact enables the Service Transition team to carry out their role. Service Transition take the Service Ops Design and add the right level of governance and assurance to ensure that the service behaves and performs in the way it was designed. Service Transition also ensure that services have the right support wrap in place.

Change Management

As a Change Manager you can expect to be involved in the planning of Changes and coordinating the resources that are required to make that change a success. Change Managers control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to Digital products and services.

Configuration Management

As a Config Manager you will work to ensure that the attributes of a service or system are established, recorded and managed throughout its lifecycle. This is a key enabling role for teams right across the lifecycle, such as Change Management. Effective config management helps to speed up delivery of changes, reduce outages and improve security.

IT Asset Management

Working within IT Asset Management, you will learn the defined procedures to identify, track, control and report on IT hardware and software assets and associated data. You will work on 'Low Risk' tier publishers, ensuring renewals are challenged and present value for money.

You will audit IT Asset management data to check for accuracy and address / recommend any corrective actions as may be necessary.

Service Operate

The ethos of Service Operate is to protect live service, there are three functions within Service Operate and you will learn aspects of all three. IT Service Continuity Management - you will understand the evolving nature of risks affecting services and product support in line with our overall Disaster Recovery and Digital Service Management processes and policies. Capacity Management – you will be involved in managing the delivery of capacity and performance related preventative measures and the production of regular capacity reports. Operations Technical Service Management – you will be involved in coordinating preventative measures and/or the restoration of services and live product support as well as resolving incidents impacting day to day operations.

Intelligent Automation Garage

Working within the Intelligent Automation Garage (IAG) you will get to experience a wide range of service management activities. This apprenticeship is only available based in our Newcastle hub and there is one role available.

Within the service management team, we support all Live Robotic Process Automations (RPA) and cover a range if ITIL disciplines including: Service Operations, Design and Transition, Change Management, IT Asset Management, Service Operate.

We have a heavy focus on incident, problem, knowledge and change management to ensure the smooth running of our services and the expected outcomes for our colleagues and citizens that the automations support.

We work alongside our delivery teams from the very start of a new automation ensuring that services are transitioned to Live running in a smooth and safe manner and that all required service management steps are completed along the way.

Person specification

To be eligible for the apprenticeship you are required to hold the following minimum eligibility criteria:

  • Hold a valid passport/birth certificate or residence permit.
  • Have the right to live and work in the UK.
  • Must have lived in the UK and/or EEA for 3 years prior to apprenticeship start date.
  • Not be in full-time education or be undertaking another apprenticeship by the apprenticeship start date.
  • You must not hold an existing qualification at the same or higher level in a similar subject. – we reserve the right to withdraw applications who are deemed ineligible due to existing qualifications.
  • You must hold GCSEs in Maths and English at Grade C or above or complete functional skills tests at the beginning of the apprenticeship programme.

Essential Criteria

• Stakeholder Management

• Enjoys getting into the detail as well as working holistically

• Passionate about service and customers

• Not afraid to challenge the norm

• Team player

• Motivated to complete an apprenticeship and become a Service Manager



For full job advert click here


Digital With Purpose.

We’re finding new ways to use our technology, expertise and innovation to help those who need it most. We’re changing how we work, transforming digital services for millions of citizens, and their needs are at the heart of everything we do.

We work in co-located, multidisciplinary teams, delivering ‘digital by default’ government services for the UK’s largest public service department, DWP.

The large-scale digital transformation we’re undergoing has created a wealth of new and exciting job opportunities. Our talented people are encouraged to grow and thrive in their profession. We’re using technology and innovation to drive the government’s vision. We find solutions to complex challenges to create faster, simpler, user-centred services for more than 20 million people.

We’re building a reputation for pushing the digital agenda by delivering some of the largest tech projects in Europe. Our teams and projects are regularly recognised at an industry level. Our Intelligent Automation Garage was named as Tech Team of the Year in the National Technology Awards, where we’ve also won the Best Public Sector Project award two years running. We were awarded Best Automation Project at the Computing Digital Technology Leaders Awards 2019 and our Find a Job service was named in the Digital Leaders 100 list.

DWP has also been listed in The Times Top 50 Employers for Women 2022, and we won 2 awards for our Digital Voices programme, which helps women build confidence and skills, in the Civil Service Diversity & Inclusion Award in 2019 and Diversity Initiative of the Year 2020.

Where every person matters

Our wide range of work requires a diverse mix of cultures, perspectives and ideas. For us to succeed, we need our people to be at their best and feel comfortable being themselves at work. Well-being is important to us.

With our teams located across six different digital hubs, we’re offering more opportunities to work flexibly, when and where you want. And lots of us are working from home during the Covid-19 pandemic, with some of our teams located in our Covid-safe digital hubs.

We’re becoming a place where talented people can grow and thrive at the cutting-edge of their industry. If you’re looking for a digital or technology job with lots of opportunity and real social impact, you’ll find a stimulating and fulfilling career with us.

Visit our DWP Digital Careers site today. 

To keep up to date with us the latest roles subscribe to DWP Digital newsletter.

Do you love social media? Follow us on TwitterLinkedIn and Instagram @DWPDigital. 

Find Us
DWP Digital
Caxton House
Tothill St Westminster
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