IT Service Manager

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The Employment Products and Personal Assets Team within Personal Tax supports several tax regimes including Inheritance Tax, Construction Industry Scheme, Student Loans and Employment Services.

Our small team ensures stability and resilience across a suite of Personal Tax IT services. We manage end-to-end service operations, including Incident, Change, Problem, and Risk Management, working to maintain availability and performance while proactively mitigating risks.

Our team leads major incident resolution, service mapping, and capacity planning to minimise business and customer impact. We also oversee service transition activities and smooth onboarding of new services.

We work with a wide range of stakeholders, acting as a key escalation point for both business and technical teams. Clear and accessible communication is essential, using terminology that resonates with both technical and non-technical audiences., * You will lead the IT Service Management function for a suite of services, overseeing incident, problem, change, and request management processes.

• You will act as a key liaison within Personal Tax, building strong stakeholder relationships and developing a deep understanding of CDIO processes and responsibilities.
• You will work alongside projects to ensure change lands safely minimising any live service impact.
• You will collaborate with stakeholders to understand service requirements and ensure alignment with business goals.
• You will manage vendor relationships and third-party service providers, driving for continual service improvement using data and feedback.
• You will develop and maintain service level agreements (SLAs) and operational level agreements (OLAs).
• You will ensure compliance with IT governance, risk, and security policies.
• You will produce regular service performance reports and present to senior leadership where required., * Ensure service data, models, and maps are maintained and controlled within the guidelines set out by Service Catalogue Management and Service Configuration Management.
• Ensure teams are prioritising technical health by supporting stakeholders with identifying risks, vulnerabilities, and issues.
• Maintain an up-to-date understanding of key practices, policies and processes and any changes to these.
• Support the introduction of new functionality while protecting the integrity of existing services.
• Build and develop trusted relationships across CDIO and the business including senior stakeholders., If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Merit List

After interview, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Hybrid working at HMRC

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).

Reasonable Adjustments

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, 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 ServiceNow?, The ideal candidate will 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., * Extensive knowledge and experience of IT Service Management (Incident, Change, Problem, Risk Management) within a large organisation managing multiple services to multiple customers.

• Experienced in developing and maintaining effective relationships with key stakeholders (including suppliers), with the ability to challenge and influence.
• Excellent communication skills, tailoring reports to different audiences including Senior Management. The ability to understand technical information, translating messages into easily understood language for a business audience.
• Ability to identify, analyse and present a range of data to support prioritisation and decision making.
• Experience of dealing with service transition into live service.
• Experience of working collaboratively in a cross-functional environment.
• Understanding of how to apply service management skills across different operational support models.
• Has a broad knowledge and understanding of IT concepts including ITIL4 and architectures.

Desirable Criteria:

• ITIL4 qualifications.
• Experience working with ServiceNow (IT Service Management)., 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 £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.