Senior IT Service Manager - HMRC - SEO
Government Digital & Data -
Location
Telford - Plaza 1 and 2
About the job
Job summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
HMRC is transforming the UK’s tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission.
We are building high-quality digital services that will enhance the customer experience, enable real-time interactions, and make tax simpler and more intuitive for everyone. By equipping our colleagues with modern tools and technologies, we are also reshaping how we work — allowing HMRC to focus its resources where they can deliver the greatest impact.
The Chief Engineering and Platform Office (CEPO) is leading the transformation of HMRC’s technology landscape — simplifying systems and modernising IT delivery across the organisation. Our aim is to reduce complexity by consolidating applications and increasing the use of scalable, service-based solutions from trusted commercial partners.
CEPO sets the strategic direction for platform provision, ensuring HMRC’s business groups, products, and services are supported by robust, future-ready infrastructure.
We lead governance, oversee platform management, and ensure every live service meets the highest standards — enabling secure, efficient, and user-focused digital experiences.
Modern Workplace Platform is a key interface between Chief Digital Information Office (CDIO) and the wider HMRC estate.
We innovate, design and build IT services and ensure they are implemented across HMRC at the right time and that they are monitored effectively. We enable/support customers to utilise tools which contributes to HMRC achieving the ambition to become one of the most digitally advanced tax administrations in the world.
We resolve issues (detected and reported) and strive to maintain our high standard of customer service. Our focus is on ensuring consistent and excellent employee experience, putting our customers ‘at the heart of everything we do.
Job description
This role will primarily involve the Service Management of IT Services alongside managing a multi-functional team that oversees the governance of identities and access management on the HMRC estate. This includes the planning of activities to ensure the delivery of successful Service Management, along with service performance, operational reporting, managing risks and problem solving.
Person specification
- Providing leadership to a multifunctional team.
- Planning activities to ensure the delivery of successful Service Management.
- Service performance and operational reporting.
- Managing risks and problem solving.
- Working with stakeholders to transition new services into Business as Usual (BAU) live support and deliver changes.
- Representing the IT service managers at a senior level and acting as an escalation point for business stakeholders.
- Continually making improvements to IT processes and services.
- Improving user experience and increasing customer satisfaction.
Essential Criteria:
- IT service delivery skills and an understanding of Microsoft Office 365.
- Excellent communication skills (verbal and written).
- Experience of collaborating with internal and external stakeholders/users/suppliers.
- Ability to learn quickly and master new concepts.
- Analytical skills.
Desirable Criteria:
- Understanding of successful delivery of end user IT services and continuous improvement.
- Understanding of ITIL processes.
- Commercial contract renewals and licensing of services.
- Problem solving.
