Senior IT Service Manager

Job summary

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As an IT Service Manager within CDIO, you will be working on services that are actively being modernised, including moving away from legacy systems towards more flexible, cloud-based solutions. There is real opportunity to be involved in improving live services while they are evolving, not just maintaining them. The environment is increasingly data-led and technology-driven, giving you exposure to modern tools, automation, and new ways of working.

You’ll gain experience in complex, high-volume services (like Corporation Tax) that have a direct impact on HMRC operations. CDIO offers the chance to develop service management skills in a large-scale, nationally critical environment.

You’ll be part of a culture that encourages continuous improvement, innovation, and learning as transformation progresses.

Job description

Working as part of the Business Tax team, you will operate within CDIO’s Live Service function, supporting incident response, change delivery, and service improvement activities across complex, high-volume services.

Person specification

• Strong analytical and problem solving skills, especially under operational pressure.
• Confidence engaging at senior stakeholder level, including clear written and verbal communication.
• A proactive, accountable mindset with a focus on service reliability and user impact.
• Ability to operate effectively in environments with legacy technology, complex dependencies and external suppliers.

Essential Criteria:

• Experience working in an IT Service Management Function, in particular practical knowledge of managing risks, continual improvement, incident management including business critical issues, and understanding their impact.
• Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems.
• Experience of understanding the principles and processes of implementing, delivering and decommissioning of IT services.
• Ability to work with a high degree of autonomy and resilience, under ambiguous and fast paced circumstances, with the ability to manage the priorities of services, stakeholders and suppliers.
• Shows experience of understanding services and products, and the tools, methods, procedures, equipment and software used in the operation and management of the service.
• Experience of managing stakeholders at all levels, clear understanding of roles and responsibilities within a service management function. Dealing with competing priorities, resource constraints, and managing expectations.
• Experience of using your expertise to manage your services through suppliers enabling high availability and performance.
• Demonstrable experience of applying structured governance, risk and assurance, reporting practices, within a live service and delivery environment. Including maintaining service documentation, managing risks and issues, producing clear management information, and supporting senior leaders in effective decision making across service, delivery and commercial stakeholders.

Desirable Criteria:

• ITIL v4 certification (or willingness to work towards).

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.

This site is:

• Telford Plaza, Telford - moving to Parkside Court, Telford

You will be given more information about what this means at the job offer stage.

Leeds Locations

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing

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 HMRChear from our insiders or visitThinking of joining the Civil Service

Things you need to know

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 t