Senior IT Service Manager - HMRC - SEO

Location

Telford - Plaza 1 and 2
Edinburgh Regional Centre - Queen Elizabeth House
Manchester Regional Centre - Three New Bailey

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.

Do you have a good awareness of IT, service management and have good communication skills?

Do you thrive in a collaborative environment and are great at building and maintaining positive relationships?

If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.

The IT Operations profession is made up of professionals, paramount to our digital services. Our vision for the future is to attract people to work and progress in a challenging and exciting environment whilst ensuring consistency in your training and upskilling.

We are working to have clear career pathways and succession planning, to enable people to see our area as a long-term career with prospects and development opportunities for all roles

The Team

Our role sits within Enterprise Live Services (ELS), Enterprise Service Management (ESM) which forms part of the Chief Digital & Information Group (CDIO).

ELS undertakes assurance and governance of IT services and processes delivered as part of HMRC’s Chief Digital & Information Office (CDIO) Group. Our focus is ensuring a consistent, excellent Customer Experience.

Job description

You would join a team of existing Service Delivery professionals, who are passionately working towards strategic IT goals and objectives to support HMRC to achieve theirs.

With your existing Service Management knowledge and understanding you will immerse yourself in all aspects including having the opportunity to collaborate to continue the ongoing success of CDIO.

Responsibilities include:

• The primary focus is through governing the ITSM processes and driving ITIL® best practice is to protect the services consumed by our customers.
• Support the resolution of Major Incidents and chair a post incident review to capture and drive actions and improvements with the operational delivery teams to stop re-occurrence.
• Own, support and drive data quality, data mapping underpinning the processes consumed by all areas of delivery.
• Support improvements with CMDB data quality and Service Catalogue processes and act as a liaison between ITIL 4 practice managers and CDIO Service Management.
• Monitor and assure the delivery team’s performance against KPI’s, driving a culture of continual improvements through chairing monthly delivery reviews.
• Provide quality-assurance and approval at changes boards and in addition to being involved with gaining an understanding and supporting the introduction of new services through projects and programmes.
• Undertake trend analysis and create service reports to drive improvement decisions.
• Own customer IT escalations & complex incidents supporting, co-ordinating, chairing joint calls through to resolution and customer satisfaction.

Person specification

An ideal candidate will:

• Be a credible, influential, and encouraging team-player: Someone who is self-motivated, a confident communicator with excellent interpersonal skills and a proven dedication to continuous improvement in self and others.
• Be accountable for the operational assurance and governance of IT services & associated data quality.
• Be a point of contact within Service Management, establish strong relationships with stakeholders and will develop a good understanding of the CDIO & Enterprise Live Services processes and accountabilities.

Essential Criteria

• A background in IT with demonstrable experience in Service Management, have meticulous attention to detail and an understanding of ITSM Processes within an ITIL 4 framework.
• Strong interpersonal skills and a proven ability to communicate effectively at all levels.
• Experience in establishing professional relationships with a range of stakeholders at all levels.

Desirable Criteria

• Ability to simplify complex / technical information by using appropriate and accessible language for non-technical audiences.
• Understand data models and have a logical approach on how to successfully implement.
• An operational knowledge of ServiceNow with ability to create reports and dashboards.
• Awareness of the Live-Service Lifecycle, from design, through transition into Live and then ongoing support.
• An understanding of how IT can be used to support and add-value to the business.
• Experience in developing and governing Data Principles, Policies, Standards, Processes and/ or Procedures.
• Managing services in a digital environment by Agile & DevOps and an understanding of differing project management methodologies; Agile vs Waterfall.