IT Service Manager

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 needs.
• 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.

• 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.

Desirable Criteria

• Experience in budgeting, with strong spreadsheet skills to analyse financial data and produce clear, accurate reports.

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 (opens in a new window).

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.

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HMRC is transforming the UK’s tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission.

We are building high-quality digital services that will enhance the customer experience, enable real-time interactions, and make tax simpler and more intuitive for everyone. By equipping our colleagues with modern tools and technologies, we are also reshaping how we work - allowing HMRC to focus its resources where they can deliver the greatest impact.

CDIO Borders and Trade supports the HMRC Borders and Trade group delivering IT projects that enable HMRC’s wider customs strategy and policies. We design, manage and maintain the IT services that support customs and international trade activities.

Our team is made up of specialists in delivery, business analysis, engineering, and live service support. We work closely with stakeholders across HMRC to ensure our IT systems meet their needs.