Service Manager - HMRC - SEO

Location

Edinburgh, Glasgow, Leeds, Manchester, 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.

As a Senior IT Service Manager within Chief Digital Information Office (CDIO), Customer Record Management (CRM) Team, you will possess a deep understanding of IT Service Management, with a primary focus on safeguarding the integrity and continuity of Live Services. 

You will deliver targeted assurance on the performance, governance, and compliance of services, ensuring alignment with key performance indicators and ITIL 4 practices. Your role will also involve driving continuous improvement, proactively identifying and mitigating risks to enhance service reliability. 

In addition, you will champion the vision and strategic direction of service management, ensuring that processes are clearly defined, effectively owned, and continuously matured to support evolving business objectives. 

You will serve as a key escalation point for both business and IT stakeholders, ensuring that the expectations of senior leaders within CDIO. Clear and accessible communication will be essential, using terminology that resonates with both technical and non-technical audiences. 

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. 

Job description

• Ensure operational assurance and governance of IT services, with a strong focus on maintaining high standards of data quality. 
• Act as a key liaison within Customer Record Management, building strong stakeholder relationships and developing a deep understanding of CDIO and Enterprise Live Service processes and responsibilities. 
• Coordinate, manage and drive regular technology platform upgrades to maintain evergreen strategy. 
• Oversee incident, problem, change, and request management processes in a DevOps environment. 
• Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs). 
• Manage vendor relationships and third-party service providers. 
• Drive continual service improvement (CSI) initiatives using data and feedback. 
• Ensure compliance with IT governance, risk, and security policies. 
• Produce regular service performance reports and present to senior leadership. 

Person specification

Responsibilities: 

• Build and develop a trusted relationships across CDIO including Product & Platform senior stakeholders. 
• Manage a consistent end-to-end service portfolio of technical services within a defined service quality framework consisting of value streams and practices, technical health hygiene working with a wide group of stakeholders, and other live service colleagues. 
• Maintain an up-to-date understanding of the key ITIL 4 practices and any changes to these. 
• Ensure service data, models, and maps are maintained and controlled within the guidelines set out by Service Catalogue Management and Service Configuration Management. 
• A focus on continually improving services for business outcomes. 
• Support the introduction of new functionality in a DevOps environment while protecting the integrity of existing services. 
• Ensure delivery teams are prioritising technical health by supporting stakeholders with identifying risks, vulnerabilities, and issues. 
• Produce reports to clearly demonstrate and communicate compliance and performance. 
• Work with projects and programmes to feed in requirements and SME knowledge from a live service perspective. 

Essential Criteria: 

• The role is suitable for an individual with extensive knowledge and experience of IT Service Management within large organisations managing multiple services to multiple customers, specifically in ITSM live services activities (Incident, Change, Problem, Risk Management,) and transition in Live. 
• Experienced in developing and maintaining effective relationships with key stakeholders (including suppliers) and working collaboratively in a cross- functional environment including the ability to effectively influence. 
• Has the experience and ability to communicate effectively up to Senior Management including a strong background in documentation creation/review. 
• Has a broad knowledge and understanding of IT concepts and architectures, particularly DevOps, Cloud Technologies and Platform as a Service (PaaS) and Software as a service (SaaS) principles. 
• Has the ability for analysing and managing outcomes related to service availability, reliability, resilience, performance, and security. 
• Has strong knowledge of ITIL4 within large organisations with a disaggregated supply chain. 
• Can use a range of data and analytical skills to support decision making prioritisation and advice to senior stakeholders on operational live service. 
• Able to apply service management activities across integrated, or “end-to-end” IT services (reflecting operational support models and user journeys). 

Desirable Criteria:   

• ITIL4 foundation; Practitioner / Specialist Certification ITIL4. 
• Experience working with ServiceNow (IT Service Management). 
• Experience with service management information and reporting toolsets. 
• Experience of DevOps and Agile ways of working. 
• ITIL Certified at Practitioner / Specialist Level (e.g. ITIL4 Create Deliver Support). 

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office Closures

If your location preference is for the following site, it’s important to note that this is not long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

This site is:

• Telford Plaza, Telford - moving to Parkside Court, Telford

You will be given more information about what this means at the job offer stage.

Leeds Locations

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.