Senior IT Service Manager - HMRC - SEO

Location

Bristol Regional Centre - 3 Glass Wharf, Cardiff Regional Centre - Ty William Morgan, Edinburgh Regional Centre - Queen Elizabeth House, Leeds Regional Centre - Wellington Place, Liverpool Regional Centre - Water Street, Manchester Regional Centre - Three New Bailey, Newcastle Upon Tyne - Benton Park View, Stratford Regional Centre - Westfield Avenue, Telford - Plaza 1 and 2, Worthing - Teville Gate House

Please note that due to workforce controls, Leeds, Newcastle-Upon-Tyne and Stratford are only available to existing HMRC staff in these locations. HMRC staff based in Reading can also apply to move to Stratford in line with Migration path. HMRC staff based in 100PS can also apply to move to Stratford.

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.

CDIO Borders and Trade supports the HMRC Borders and Trade group delivering IT projects that enable HMRC’s wider customs strategy and policies. We design, manage and maintain the IT services that support customs and international trade activities.

Our team is made up of specialists in delivery, business analysis, engineering, and live service support. We work closely with stakeholders across HMRC to ensure our IT systems meet their needs.

Job description

A Senior IT Service Manager in Borders & Trade is responsible for service management across platforms and multiple channels to ensure availability, performance, and process maturity across this landscape. You will work in partnership with teams across IT service operations, HMRC partners and external Trade customers, to deliver a service focused on the customer needs and HMRC’s priorities.

Part of this role is the use of monitoring tools which requires Security Check (SC) clearance level. You should either hold SC Clearance or be willing to obtain this prior to taking up duty.

Person specification

Role responsibilities can include any or all the following disciplines across the full range of duties:

• Lead on the management of incidents and problems within this very busy and critical delivery area.
• Be responsible for making sure that business relations within the organisation are managed to enable delivery of IT services.
• Provide governance to ensure that service level agreements and operational level agreements are in place with both external and internal teams.
• Ensure all contractors carry out processes to ITIL standards.
• Collaborate with other IT service functions to make sure that services are maintained.
• Support the day-to-day service delivery of the product.
• Support the planning and schedule the testing and deployment of releases.
• Deliver new functionality required by the business while protecting the integrity of existing services.

Essential Criteria 

• Demonstrable experience of delivering Customer satisfaction and focussed delivery of excellent Customer Service
• Demonstrable proven track record of delivering strong KPI performance and managing delivery towards defined SLAs
• Clear understanding of Stakeholder management and the development of strong stakeholder relationships
• Good communication skills with an aptitude for dealing with users, colleagues, and suppliers
• Understanding of IT concepts and architectures, and the principles and processes of implementing and delivering IT services
• Must show an aptitude for analysing and managing problems arising from incidents in the operation of IT systems, understanding the
significance of service level agreements.