Sr Group Operations Manager

Job Summary

The Service Delivery Manager (SDM) is accountable for ensuring end-to-end delivery of digital and IT services within DWP, driving service performance, user experience, and continuous improvement aligned to business and citizen outcomes.

Key Responsibilities

1. Service Delivery & Operations Ensure consistent delivery of IT services against agreed SLAs, KPIs, and operational targets Oversee incident, problem, and change management processes Maintain service stability, availability, and performance across environments 2. Stakeholder & Customer Management Act as the primary interface between business, users, and delivery teams Manage relationships with internal stakeholders, suppliers, and cross-functional teams Ensure services meet end-user and departmental needs 3. Agile Delivery & Team Enablement (DWP-specific) Enable agile delivery using Scrum/Kanban practices Remove blockers, protect teams from disruptions, and maintain delivery momentum Drive high-performing, empowered, multidisciplinary teams 4. Performance & Governance Monitor and report service metrics, risks, and delivery status Provide transparency to senior stakeholders and governance forums Ensure compliance with policies, regulatory requirements, and ITIL practices 5. Continuous Improvement & Transformation Lead service improvements and optimization initiatives Identify automation, cost optimization, and efficiency opportunities Support onboarding of new digital services and transitions into live operations 6. Commercial & Financial Management Manage budgets, vendor performance, and supplier contracts Ensure cost-effective delivery aligned with value outcomes

Skill Requirements

Service Management (ITIL) – strong understanding of ITIL processes and lifecycle Agile Delivery Leadership – Scrum, Kanban, Lean practices Stakeholder Management – ability to bridge business and technical teams Data-driven Decision Making – use metrics to improve service performance Risk & Issue Management – proactive escalation and resolution Communication & Influence – executive-level reporting and engagement

Other Requirements

SLA compliance & service availability Incident resolution time (MTTR) Customer satisfaction (CSAT) Delivery predictability & velocity Cost optimization & efficiency gains