> Markdown version of [/jobs/ext/1961419-it-service-manager](https://www.wearedevelopers.com/jobs/ext/1961419-it-service-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Manager - **Company:** HMRC - **Location:** Manchester, UK - **Salary:** £37,682.0 - **Contract:** Permanent contract - **Skills:** Information Systems, Information Technology - **Published:** August 7, 2026 - **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2912393883-2 ## About the Role * Demonstrable experience of delivering Customer satisfaction and focussed delivery of excellent Customer Service. * Proven track record of delivering strong KPI performance and managing delivery towards defined SLAs. * Clear understanding of Stakeholder management and the development of strong stakeholder relationships. * Good communication skills with an aptitude for dealing with users, colleagues and suppliers from both a technical and non-technical background. * Understanding of IT concepts and architectures, and the principles and processes of implementing and delivering IT services. * Ability to identify process optimisation opportunities and contribute to the implementation of proposed solutions. * Must show an aptitude for analysing and managing problems arising from incidents in the operation of information systems, understanding the significance of service level agreements and the customer environment. ## Description An IT Service Manager in Borders & Trade is responsible for service management across platforms and multiple channels to ensure availability, performance and process maturity across this landscape. You will work in partnership with teams across IT service operations, HMRC partners and external Trade customers, to deliver a service seeking for operational excellence. You will be responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions. Managing a fully functioning multi-sourced service support team with a customer-centric support approach. These activities will be across multiple locations, focussed on service availability and performance. You will make sure: * All service and support functions remain responsive to HMRC business and external traders need. * The service catalogue and wider IT service operations knowledge library is maintained. * Adequate reporting and service standards are met for their specific service. * All technical change is communicated and managed, with appropriate governance. * That a programme of continual service improvement is put in place across the wider service delivery function. Person specification * Be responsible for making sure that business relations within the organisation are managed to enable delivery of B&T 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. * Liaise with all other IT service functions to make sure that services are maintained. * Manage the day-to-day delivery of the product. * Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed. * Work with Service Owners and projects to ensure projects transition into live service is effective and timely., During the panel interview, your experience will be assessed, in order to determine your suitability for the role. Interviews will take place via video link. Sift and interview dates to be confirmed. Eligibility Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: - Use the subject line to insert appropriate wording for example - 'Please re-open my application - insert vacancy ref & vacancy closing date insert date '. To check that you are eligible to apply for this role, please review the eligibility information before submitting your application. Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. 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