HM Revenue & Customs
IT Service Manager
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Leeds Regional Centre - Wellington Place
Manchester Regional Centre - Three New Bailey
Telford - Plaza 1 and 2
Nottingham Regional Centre - Unity Square
Please note, due to workforce controls, Nottingham is only available to existing HMRC employees already based in this location.
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
An 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 seeking for operational excellence.
You will be responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions. Managing a fully functioning multi-sourced service support team with a customer-centric support approach. These activities will be across multiple locations, focussed on service availability and performance.
You Will Make Sure:
- All service and support functions remain responsive to HMRC business and external traders need.
- The service catalogue and wider IT service operations knowledge library is maintained.
- Adequate reporting and service standards are met for their specific service.
- All technical change is communicated and managed, with appropriate governance.
- That a programme of continual service improvement is put in place across the wider service delivery function.
Person specification
- Be responsible for making sure that business relations within the organisation are managed to enable delivery of B&T services.
- Lead and direct teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.
- Make sure all contractors carry out processes to ITIL standards.
- Liaise with all other IT service functions to make sure that services are maintained.
- Manage the day-to-day delivery of the product.
- Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.
- Work with Service Owners and projects to ensure projects transition into live service is effective and timely.
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Essential Criteria
- Demonstrable experience of delivering Customer satisfaction and focussed delivery of excellent Customer Service.
- 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 from both a technical and non-technical background.
- Understanding of IT concepts and architectures, and the principles and processes of implementing and delivering IT services.
- Ability to identify process optimisation opportunities and contribute to the implementation of proposed solutions.
- Must show an aptitude for analysing and managing problems arising from incidents in the operation of information systems, understanding the significance of service level agreements and the customer environment.
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 Location
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.
Salary and Benefits
Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
Family friendly policies.
Personal support.
Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service.
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Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
Selection process details
How To Apply
As part of the application process, you will be asked to provide the following:
- A name-blind CV including your job history and previous experiences. Your CV should cover up to your last 5 roles, detailing your responsibilities and key achievements (max 100 words per role).
- A 750-word Personal Statement. Your Personal Statement should clearly demonstrate how your skills and experience meet the essential criteria.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV.
At full sift your CV and Personal Statement will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview, your experience will be assessed, in order to determine your suitability for the role.
Interviews will take place via video link. Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.
Sponsorship
We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.
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