IT Service Manager - HMRC - HEO

Location

Bristol, Edinburgh, Salford- Trinity Bridge House, 2 Dearmans Place, Salford, M3 5BS, Telford, Worthing

About the job

Job summary

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CDPO VO provides digital services and IT support to the Valuation Office (VO), drawing on HMRC's wider digital expertise to ensure our customer receives the right level of service. We build, operate and support both shared HMRC platforms and specialist, bespoke services that are critical to VO's work.  

We are looking for people who demonstrate a collaborative and inclusive approach, with a strong ability to communicate clearly and effectively with a wide range of stakeholders. You will take accountability and ownership for your work and be committed to continuous improvement, with the ability to coach, mentor, reflect, and give and receive feedback.  

You will be flexible and adaptable, able to work with appropriate urgency in a live service environment, and passionate about keeping the customer at the heart of everything you do.

Job description

An IT Service Manager is responsible for delivering robust service management across multiple platforms, channels and cloud-based services, ensuring service availability, performance and process maturity.  

You will oversee the day-to-day operation of CDPO VO key services within a hybrid environment, spanning both cloud and on-premises solutions. This includes building and maintaining strong working relationships with other CDIO teams and third-party suppliers to ensure services are effectively supported and continuously improved.  

The role is cross-cutting across CDPO VO, working collaboratively with resolver, development, build, run and maintenance teams. You will also support projects and programmes during service transition and Early Life Support, ensuring new and changed services are operationally ready and can be safely introduced into live service. 

Person specification

Key Responsibilities

• Govern ITSM processes using ITIL 4 best practices.
• Manage cloud platforms and subscriptions, for example Azure and AWS.
• Oversee incident and problem management.
• Maintain accurate configuration and asset data.
• Provide change and release governance.
• Monitor performance and report on KPIs.
• Engage stakeholders across service teams.
• Drive continual service improvement initiatives.
• Ensure compliance with security and usage policies.
• Communicate and influence effectively, collaborating across teams and organizational boundaries.
• Be pragmatic and persuasive, with strong negotiation skills.
• Manage and coordinate the VO IT contract portfolio.
• Apply knowledge or experience of Valuation Office applications, services or business processes, including specialist or bespoke services aligned to VO operational needs.

Essential Criteria

• Experience of managing aspects of IT Service Management or Service Delivery, with responsibility for maintaining and improving live IT or digital services within a recognized service management framework, for example ITIL. 
• Demonstrable knowledge of ITIL practices and possession of an ITIL v3 or ITIL 4 qualification, together with experience of applying and governing processes such as incident management, problem management, change enablement, service level management and continual improvement. 
• Experience of analysing service performance data, identifying trends, risks and opportunities, and using insight to drive service improvements and inform decision-making. 
• Experience of managing the coordination and resolution of service issues or incidents, ensuring appropriate escalation, risk management, stakeholder engagement and service restoration. 
• Ability to work effectively across multidisciplinary teams, suppliers and business stakeholders to deliver service outcomes, influence priorities and drive continuous improvement. 
• Strong stakeholder management, communication and influencing skills, with the ability to explain complex technical concepts and service impacts to diverse audiences. 
• Experience of balancing competing priorities, managing risks and making evidence-based decisions to support service performance and business objectives.