HM Revenue & Customs
Senior IT Service Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Bristol, Manchester, Telford
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Additional Security Information
This role requires the successful candidates to hold or be willing to hold Security Check (SC) clearance.
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
For more information on where you might be working, review this information on our locations.
If your location preference is for one of the following sites, it’s important to note that these are not long-term sites 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.
These Sites Are
- Waterview Park, Washington - moving to Pilgrims Quarter, Newcastle
- Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
- Centenary Court, Bradford - moving to 7 and 8 Wellington Place, Leeds
- Telford Plaza, Telford - moving to Parkside Court, Telford
- Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford
- Lynx House, Portsmouth – moving to an alternative office in Portsmouth
You will be given more information about what this means at the job offer stage.
Salary and Benefits
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 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
Artificial Intelligence
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 (opens in a new window) for more information on appropriate and inappropriate use.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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, qualifications and previous experiences.
- A 750-word personal statement. Your personal statement should show how you meet the person specification and essential criteria.
Further details around what this will entail are listed on the application form.
Sift
At full sift your CV and your 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, you will be assessed on Experience.
Interviews will take place face to face at Telford Regional office.
Sift and interview dates to be confirmed. Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.
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.
The HMRC App
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
- Download the free HMRC app from the App Store or Google Play store.
- If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
- You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.
Reserve List
A reserve list may be held for up to 12 months from
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location