IT Service Manager

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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Do you thrive in a collaborate environment and are great at building and maintaining positive relationships?

At HMRC, we are already one of the most digital advanced tax authorities in the world and have one of the largest IT infrastructures and data sources in the UK. With 50 million customers to serve, over 60 thousand colleagues to support, and £600 billion to collect to fund UK Plc, our IT operation is huge! For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.

HMRC is made up of Customer Groups which are working independently towards one common goal. Our role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our digital delivery centres are hi-tech, state-of-the-art facilities that allow our teams to maximise their capabilities.

The IT Operations profession is made up of various IT professionals, paramount to our digital services. Our vision for the future is to attract people to work and progress in a fast paced, exciting environment whilst ensuring consistency in your training and upskilling.

We are working to have clear career pathways and succession planning, to enable people to see our area as a long-term career with prospects and development opportunities for all roles.

We encourage people to interact and fully understand their role and responsibilities in your own area and wider areas to encourage development and knowledge sharing.

Data Platform Service (DPS) was set up 4 years ago as a result of our desire to take control of building and running our critical data capabilities, doubling in size to 600 people in the last 18 months, we’re targeting further growth driven by increased demand for our services.

Job description

We are recruiting a Service Delivery Manager to work withing our live service team, acting as subject matter experts on the products and live services owned by DPS.

This is a fast-paced area that provides an exciting opportunity for applicants who want to stretch their development.

As a Service Delivery Manager, you will be a key member of our Live Service Team and responsible for the management of live services within your area. This requires excellent interpersonal skills, building and maintaining solid working relationships, and confidence when dealing with both internal, external customers and suppliers.

We are looking for individuals who are self-motivated with a good sense of personal responsibility and accountability for delivering high quality work.

You will be expected to:

• Remain calm under pressure
• Be able to manage conflicting demands
• Proactively engage with and lead major incident management when required
• Lead and assist with continuous service delivery improvement initiatives
• Be confident working in an Agile environment
• Follow standard processes to manage problems and changes within DPS
• Work well within a team

Further Information

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post. This could take up to 6 months to clear.

Person specification

Responsibilities:

• Support the Lead Service Delivery Manager in the continuous improvement of IT services.
• Manage a portfolio of key DPS services, providing expert support to business stakeholders.
• Provide day-to-day leadership, guidance and support to Service Analysts, fostering a high-performing and collaborative team environment.
• Monitor service performance and respond proactively to alerts, incidents and service issues to minimise business impact.
• Act as a key escalation point for the resolution of incidents and problems, ensuring timely investigation and resolution.
• Produce and present service performance, operational and management information reports to support informed decision-making.
• work closely with stakeholders to successfully transition new and changed services into Business as Usual (BAU) support.
• Oversee and manage service risks, incidents, problems, changes and continual service improvement activities in line with ITIL best practice.
• Provide clear, timely and accurate service status updates and communications to the Head of Service Delivery and other senior stakeholders.
• Build and maintain effective working relationships with internal teams, suppliers and business partners to drive service excellence and customer satisfaction.

Essential Criteria:

• Recent experience working in an IT service Management role, with responsibility for the delivery, support and continuous improvement of IT services.
• Demonstrable knowledge and practical application of ITIL processes, particularly Incident Management and Change Management.
• Experience of managing and/or supporting multiple IT services within an ITIL-based service management environment.
• Excellent verbal and written communications skills, with the ability to communicate effectively with a range of technical and non-technical stakeholders.
• Experience using IT Service Management (ITSM) tools to manage incidents, changes, requests and service performance.
• Good understanding of Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and service reporting frameworks.
• Proven ability to build and maintain effective working relationships with customers, suppliers and internal stakeholders.
• Experience working collaboratively within a multi-disciplinary IT team to deliver service outcomes.

Desirable Criteria:

• Working knowledge of ITIL v4.
• Experience of DevOps/Agile working.
• Experience in varied ITIL support teams.

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 include:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Trinity Bridge Hou