HM Revenue & Customs
Senior IT Service Manager
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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.
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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.
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 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.
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 details around what this will entail are listed on the application form.
Selection process details
In the event of a large number of applications being received, an initial sift may be held on your Personal Statement.
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.
During the panel interview, your experience will be assessed via a 5 minute presentation. Candidates invited to interview will be asked to deliver a presentation of up to 5 minutes on their approach to managing supplier relationships and ensuring the successful delivery of IT service outcomes. Further details will be provided in advance of the interview. You will also be asked experience based questions.
Interviews will take place via video link. 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.
Important Information
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.
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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.
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.
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.
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.
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.
After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the "Assistance required" section in the "Additional requirements" page of your application
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