Service Transition Manager - HMRC - SEO
Government Digital & Data -
Location
Manchester, Telford, Worthing
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 Lifecycle Management (ESLM) 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 across the whole service lifecycle. Our focus is ensuring we understand and mitigate the risk of going live for all IT change and support for go-live to ultimately protect HMRC live services.
Job description
You would join a team of Service Transition Managers who are passionately working towards strategic IT goals and objectives to support HMRC to achieve theirs.
In this role you will deliver Service Transition assurance for IT changes across the HMRC estate. Working closely with your Service Transition manager counterparts, Project Delivery and Live Service teams, you will enable a safe transition into Live by driving early engagement, applying appropriate governance, assessing live service readiness and proactively mitigating risks to live service. You will be a key player in the Service Transition team, contributing to the development of a positive team culture, delivering an excellent standard of service, developing effective relationships with stakeholders, and providing advice, guidance and best practice on Service Transition processes.
Person specification
An ideal candidate will:
- Be a champion of service design and transition, strongly focused on enabling the safe introduction of new or changed IT services through collaboration with, and across HMRC teams.
- Have experience of working with ITIL aligned Service Transition services, including impacting for IT change, an ability to successfully manage application and infrastructure engagements under high pressure and to short, demanding time scales, with exposure to the management of IT services.
Responsibilities include:
- Assuring appropriate service design is incorporated into delivery activities and plans to feed into assessment of live service readiness.
- Ensuring new or changed end-to-end services meet agreed live service readiness criteria ahead of live implementation date, to ensure they are supportable, predictable and reliable, in the aim to ultimately protect the live service.
- Identifying, assessing and managing risks and issues associated with service transition and potential risks of project changes to Live Service, ensuring they are communicated, mitigated, or accepted.
- Providing clear, concise reporting on service transition progress, risks, and readiness to key stakeholders.
- Navigating complex stakeholder environments, influence decision-making, and resolve conflicts effectively.
- Proactively identifying and delivering Continual Improvement initiatives across the Service Transition process, technology and people ensuring alignment to business objectives and contributing to transformation activities.
Essential Criteria:
- Demonstrable experience in Service Management or Service Transition, ideally within large scale public sector or regulated environments.
- Understanding of ITSM processes within an ITIL framework, particularly knowledge or exposure to Service Design and Service Transition.
- Excellent self-organisational and time management skills enabling management of multiple transitions often under high pressure and to short/aggressive time scales.
- Proven ability to manage complex stakeholder relationships and communicate effectively at all levels.
Desirable Criteria:
- ITIL4 Foundation or higher (or a willingness to achieve within 3 months), preferably also with ITIL v3 Service Design and/or Service Transition.
- Awareness of the end-to-end to Service Lifecycle, from design, through transition into Live and then ongoing support.
- Experience working across complex, largescale, multi-supplier, enterprise IT landscapes.
- Familiarity with DevOps and Agile.
