Senior IT Service Manager - HMRC - SEO

Location

Bristol, Manchester, Telford

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.

We are seeking experienced Senior IT Service Managers to join the Enterprise Cloud Services team within CDIO.

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

A Senior 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.

We’re looking for experienced Senior IT Service Managers to join HMRC’s Enterprise Cloud Services (ECS) team, working within product teams who design, build, automate, and operate cloud services.

We are redefining our offerings and growing the team of outstanding people to improve the Cloud Centre of Excellence. We are already a diverse team of 90+ technologists, creating a dynamic and inclusive working environment whose skills cover architecture, platform development, service design, platform operations and governance.

You will oversee the day to day operation of key cloud services, playing a key role in delivering secure, resilient, and scalable cloud platform services. 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.

Travel information

Travel to Telford is required as part of this role, and 60% of your working time will need to be office based.

Person specification

Your responsibilities will include, but not be limited to:

• Govern ITSM processes using ITIL 4 best practices.
• 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 with the ability to collaborate across teams and organisational boundaries.
• Be pragmatic and persuasive with strong negotiation skills.

Essential Criteria 

• Experience of working in an IT Service Management or Service Delivery role, contributing to the effective operation of live IT or digital services within a structured service management framework (for example ITIL).
• Working knowledge of either ITIL practices (v3 or v4) at foundation, with practical experience applying service management processes such as incident management, change management, problem management, service level management and continual service improvement in an operational environment.
• Experience of supporting service availability and performance, working to agreed service levels and key performance indicators, and contributing to the identification and delivery of service improvements.
• Experience of responding to and supporting the resolution of service issues and incidents, including assessing and escalating risks and issues appropriately, and ensuring timely and effective communication with stakeholders.
• Ability to work collaboratively with multi disciplinary teams, including technical specialists, product or delivery teams, suppliers and security stakeholders, to support the delivery and continuous improvement of IT services.
• Strong communication and stakeholder engagement skills, with the ability to communicate service information clearly and confidently to both technical and non technical audiences.
• An understanding of how digital and IT services support statutory or operational functions.
• Experience or understanding of Cloud Platforms (AWS, Azure)
• Experience of working in Agile product driven environments and an understanding of how they underpin and change the way service is managed and delivered.