Senior IT Service Manager

Job summary

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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.

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.

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<