Senior IT Service Manager

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., Do you thrive in a collaborative environment and are great at building and maintaining positive relationships?

If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.

The IT Operations profession is made up of professionals, paramount to our digital services. Our vision for the future is to attract people to work and progress in a challenging and 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

The Team Our role sits within Enterprise Live Services (ELS), Enterprise Service Management (ESM) which forms part of the Chief Digital & Information Group (CDIO). ELS undertakes assurance and governance of IT services and processes delivered as part of HMRC’s Chief Digital & Information Office (CDIO) Group. Our focus is ensuring a consistent, excellent Customer Experience, You would join a team of existing Service Delivery professionals, who are passionately working towards strategic IT goals and objectives to support HMRC to achieve theirs.

With your existing Service Management knowledge and understanding you will immerse yourself in all aspects including having the opportunity to collaborate to continue the ongoing success of CDIO.

Responsibilities include:

• The primary focus is through governing the ITSM processes and driving ITIL® best practice is to protect the services consumed by our customers.
• Support the resolution of Major Incidents and chair a post incident review to capture and drive actions and improvements with the operational delivery teams to stop re-occurrence.
• Own, support and drive data quality, data mapping underpinning the processes consumed by all areas of delivery.
• Support improvements with CMDB data quality and Service Catalogue processes and act as a liaison between ITIL 4 practice managers and CDIO Service Management.
• Monitor and assure the delivery team’s performance against KPI’s, driving a culture of continual improvements through chairing monthly delivery reviews
• Provide quality-assurance and approval at changes boards and in addition to being involved with gaining an understanding and supporting the introduction of new services through projects and programmes
• Undertake trend analysis and create service reports to drive improvement decisions Own customer IT escalations & complex incidents supporting, co-ordinating, chairing joint calls through to resolution and customer satisfaction., 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., * 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, 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. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

Do you have experience in Waterfall?, Do you have a good awareness of IT, service management and have good communication skills?, * Be a credible, influential, and encouraging team-player: Someone who is self-motivated, a confident communicator with excellent interpersonal skills and a proven dedication to continuous improvement in self and others.

• Be accountable for the operational assurance and governance of IT services & associated data quality.
• Be a point of contact within Service Management, establish strong relationships with stakeholders and will develop a good understanding of the CDIO & Enterprise Live Services processes and accountabilities., * A background in IT with demonstrable experience in Service Management, have meticulous attention to detail and an understanding of ITSM Processes within an ITIL 4 framework.
• Strong interpersonal skills and a proven ability to communicate effectively at all levels.
• Experience in establishing professional relationships with a range of stakeholders at all levels.

Desirable Criteria

• Ability to simplify complex / technical information by using appropriate and accessible language for non-technical audiences.
• Understand data models and have a logical approach on how to successfully implement.
• An operational knowledge of ServiceNow with ability to create reports and dashboards.
• Awareness of the Live-Service Lifecycle, from design, through transition into Live and then ongoing support.
• An understanding of how IT can be used to support and add-value to the business.
• Experience in developing and governing Data Principles, Policies, Standards, Processes and/ or Procedures.
• Managing services in a digital environment by Agile & DevOps and an understanding of differing project management methodologies; Agile vs Waterfall., 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., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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.

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.

* A name-blind CV including your job history. Your CV should be for no more than your last 3 roles. * A 500-word personal statement. Your Personal statement should show how you meet the Person Specification and essential criteria. 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., 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).