IT Service Manager Analyst

Our IT Service Managers work in small, focused teams, delivering quality user experience-led solutions for our customers. We are truly Agile and this is reflected in the co-location of our product owners with the delivery teams, our small iterative releases, modern development techniques and our culture of openness, participation and ownership.

You will be expected to:

Support service delivery and service improvements.

Take ownership of service issues.

Have excellent communication and stakeholder management skills.

Assist in alerting, reporting and monitoring of live services.

Report against SLA and KPI's, produce timely, accurate management information.

Proactively engage with major incident management.

Assist with continuous service delivery improvement initiatives.

Confident working in an Agile environment.

Doesn't have a hierarchical mind set but enjoys being part of a flat culture.

Contribute to organisational development by involving yourself and others in co-curricular activities like 'lunch and learns'.

Be enthusiastic about sharing and receiving constructive feedback with your team members.

Own ITIL functions such as running Change Boards, Problem Management, Reporting etc as required.

Provide guidance and training on processes eg. Change management.

Person specification

Monitor service performance and respond appropriately to alerts.

Trend service performance, assist with capacity management and longer term planning, data analysis and presentation.

Assist Service Delivery and DevOps functions, ensure key processes are adhered to and efficiently handled.

Be subject matter experts in HMRC Service Management processes such as Incident, Problem & Change.

Clearly capture detail and communicate issues concisely.

Provide status communications to Service Delivery Managers.

Manage twice weekly Data Platform Services change review.

Organise and facilitate patching of DPS servers.

System Admin responsibilities.

Work within and across multiple Product orientated delivery (POD) teams., 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., HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK. Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Do you have experience in ServiceNow?, * Exposure of varied ITIL disciplines - especially Incident, Problem & Change.

• ITIL knowledge and understanding.
• Proficient with MS Office, Service Management toolsets (Jira or Service Now).

Desirable Criteria:

• Relevant extended experience in a IT Service Manager Role.
• ITIL V3 Certified., Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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 hear from our insiders or visit Thinking of joining the Civil Service

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. Visit our YouTube channel to watch the full series and come and discover your potential. HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations. This is a positive time to join an organisation that probably doesn't work how you'd imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it! We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services. HMRC has one of the UK's largest IT estates ranging from 'state of the art' data analytics platforms to complex legacy systems. The breadth, variety and complexity of these systems and the business processes they support are on a scale rarely seen in other global organisations. With the right people on-board, we will deliver some of the most exciting technological change programmes ever undertaken in the UK. This is a great opportunity to join a growing and fast paced delivery team within HMRC's Data Platform Service Delivery Group., 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)., Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk.