Head of IT Service Management

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., As Head of IT Service Management, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing.

You will lead a team ensuring adequate resources and capacity and represent the IT service management function at a senior level and act as an escalation point for business stakeholders., * Be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services.

• Lead and direct teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.
• Make sure all contractors carry out processes to ITIL standards.
• Management of Live Service contract.
• Liaise with all other IT service functions to make sure that services are maintained.
• Manage the day-to-day Live Services including incident, risk and problem management, continuous improvement and continuous development.
• Plan and schedule the testing and deployment of releases.
• Deliver new functionality required by the business while protecting the integrity of existing services., We’ll assess you against these behaviours during the selection process:
• Managing a Quality Service
• Working Together
• Changing and Improving
• Communicating and Influencing, 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of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.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

Do you have experience in Team management?, Have you got the skills and experience to set the vision and strategy for service management, within a large complex organisation?, * Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.

• Demonstrate outstanding communication skills with substantial experience in dealing with internal and external users.
• Demonstrate competence in evaluating and assimilating stakeholders’ policy and framework.
• Have the ability to lead teams of staff successfully, when handling complex or high impact problems.
• Have substantial experience of dealing with users, specialists and service providers and are skilled in conducting meetings and team management., * Has had previous involvement the stages of the development life cycle, including risk management, and service management activities.
• Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services.
• Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems.
• Has general awareness of the nature of business-critical incidents, and of their implications for the business.
• Is thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service.
• Has a comprehensive understanding of the selection and use of monitoring tools and an extensive understanding of relevant financial principles and procedures including cross charging both internal and external to the organisation.

Desirable Criteria

• ITIL v4 certification (or willingness to work towards).
• Working knowledge of HMRC Directorates & Business Units, preferably Business Taxes/Corporation Tax., * A 750-word personal statement. Your Personal Statement should show how you meet the Essential Criteria listed in the person specification.

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., 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 £58,541, HM Revenue and Customs contributes £16,959 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.

Bristol, Cardiff, Edinburgh, Glasgow, Leeds, Liverpool, Manchester Regional Centre - Three New Bailey, Newcastle Upon Tyne - Benton Park View, Telford - Plaza 1 and 2 & Worthing., CDIO values and empowers the growth of its people and offers the “CDIO University”. This is a one stop shop for all things learning and development. The comprehensive offer encompassing academic, personal and career related opportunity and learning, ensuring all receive a consistent approach to technical learning. This includes access to subject matter experts, technical learning, professional communities, academies, apprenticeships, talent schemes as well as providing, delivering, encouraging and supporting activities for personal growth and wellbeing., 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 . 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.