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Senior IT Service Manager
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About The Job
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We're looking for a collaborative and people-focused leader to help ensure our IT services deliver excellent outcomes for customers. You'll build strong relationships with a wide range of stakeholders and partners, while creating an inclusive environment where individuals and teams can thrive and perform at their best.
Join HMRC at a time of significant digital transformation and play a key role in delivering reliable, customer-focused IT services that support millions of users. You'll lead service performance, drive continuous improvement and work with senior stakeholders and suppliers to ensure critical digital services remain available, secure and effective.
Job Description
This is an exciting opportunity to lead the delivery and continuous improvement of critical IT services during a period of significant transformation.
You'll play a key role in managing supplier transitions, driving service performance and ensuring our services continue to meet the needs of both internal and external customers.
HMRC operates the largest digital estate in Government, supporting millions of customers and enabling the delivery of vital public services. As we modernise our technology landscape and transform how services are delivered, you'll help shape the future of IT service management within one of the UK's most complex digital environments.
Joining a diverse and collaborative team, you'll work with senior stakeholders, suppliers and technical specialists to deliver resilient, customer-focused services that support HMRC's vision for a modern digital tax administration.
Responsibilities
- Take ownership of the performance and health of assigned IT services, using service data, customer feedback and operational insight to identify risks, resolve weaknesses and improve service outcomes.
- Lead the response to major incidents and complex service problems, bringing together technical teams, suppliers and stakeholders to restore service quickly, address underlying causes and reduce the likelihood of recurrence.
- Build effective, trusted relationships across organisational and supplier boundaries, using strong communication, collaboration and influencing skills to maintain shared ownership of service performance and priorities.
- Provide constructive challenge and sound judgement during service and technology change, ensuring operational risks, customer impacts, support requirements and service readiness are understood before changes are introduced.
- Maintain a clear understanding of the service landscape, including assets, costs, dependencies, risks and planned change, ensuring information is accurate and supports informed decisions about service performance and investment.
- Champion continuous improvement, translating analysis of live-service performance into practical improvements that strengthen resilience, efficiency and the experience of internal and external customers.
- Work confidently and autonomously in a complex environment, balancing competing service, supplier and stakeholder priorities while escalating significant risks and decisions appropriately.
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Essential Criteria
- Experience of managing and improving live IT services, including service performance, major incidents and continuous improvement activities.
- The ability to analyse and present insight on where services are poor, inefficient or fail to reach desired outcomes.
- A high degree of autonomy and resilience, with the ability to manage competing priorities in a fast-paced operational environment.
- Strong stakeholder and supplier management skills, with experience of building effective relationships to deliver successful service outcomes.
- Strong risk management and operational problem-solving skills within an IT environment.
- The ability to collaborate, communicate and influence effectively across teams and organisational boundaries.
- The ability to lead complex activities involving multiple stakeholders to a successful outcome.
- Experience/ Awareness of digital services, and Agile delivery
- IT Service Management experience.
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Desirable Criteria
- Experience/qualifications in Service Management.
- IT qualification(s) such as ITIL.
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.
- HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.
- 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.
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, previous experiences and qualifications.
- A 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Essential Criteria and Person Specification outlined in the advert.
Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.
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.
Contact point for applicants
Job Contact
- Name: Mark Wooton
- Email: mark.wooton@hmrc.gov.uk
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