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
