IT Service Manager - HMRC - HEO

Location

Bristol, Cardiff, East Kilbride, Edinburgh, Glasgow, Leeds, Manchester, Telford .
If you currently work for CDIO and are based at either a transitional site or a site subject to workforce planning constraints, you may be eligible to remain at that site when you apply.

About the job

Job summary

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The Business Developed Applications (BDApp) team is part of the Chief Digital Product Office within HMRC. We provide, maintain and support a portfolio of approximately 140 software products, predominantly for the Customer Service Group, while also supporting opportunities elsewhere in HMRC and internationally.
We review the portfolio to ensure that applications meet legislative, departmental and government standards, and to reduce technical debt and unnecessary complexity. The IT Service Manager will lead the team responsible for the effective support and governance of these applications.

Job description

Who are we looking for?

We are looking for an organised and proactive service manager who takes ownership of issues and works collaboratively to achieve effective outcomes.
You will communicate clearly with technical and non-technical stakeholders, understand user and service needs, and use evidence to support decisions. You should be comfortable working in a technology environment and able to develop your understanding of the applications and technical concepts used by the wider team.
You will demonstrate a commitment to customer service, quality, inclusive leadership and continual improvement.

Person specification

What will the successful candidate be doing?

• Manage the day-to-day delivery of the Business Developed Applications service.
• Lead, coach and develop team members, set priorities and monitor performance across multiple locations.
• Oversee incidents and ensure they are managed through the appropriate HMRC processes and within agreed service levels.
• Work with application teams and the HMRC Business Developed Applications Central Governance team to ensure products meet relevant governance requirements.
• Ensure that service and product documentation is accurate, complete and up to date.
• Produce and interpret management information to monitor performance, risks and trends.
• Build effective relationships with users, customers, technical colleagues and governance partners.
• Identify and implement opportunities to improve service quality, processes and ways of working
• Use Structured Query Language (SQL) to analyse service data, supporting incident investigation and decision-making.

Essential Criteria 

• Experience of leading, managing and developing a team, including setting priorities, monitoring performance and supporting effective service delivery.
• Experience of managing an operational or technology-enabled service, taking ownership of service issues and escalations while ensuring delivery meets agreed standards and governance requirements.
• Strong communication and relationship-management skills, with evidence of working effectively with users, customers, technical teams and other stakeholders to understand needs and achieve shared outcomes.
• Experience of using service information to monitor performance, identify risks or recurring problems, support decision-making and deliver improvements to services, processes or ways of working.

Additional Security Information

The successful candidate will need to hold or be willing to hold Security Check (SC) clearance.