IT Service Manager

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As an IT Service Manager within CDIO, you will be working on services that are actively being modernised, including moving away from legacy systems towards more flexible, cloud-based solutions. There is real opportunity to be involved in improving live services while they are evolving, not just maintaining them. The environment is increasingly data-led and technology-driven, giving you exposure to modern tools, automation, and new ways of working.

You’ll gain experience in complex, high-volume services (like Corporation Tax) that have a direct impact on HMRC operations. CDIO offers the chance to develop service management skills in a large-scale, nationally critical environment.

You’ll be part of a culture that encourages continuous improvement, innovation, and learning as transformation progresses., Working as part of the Business Tax team, you will operate within CDIO’s Live Service function, supporting incident response, change delivery, and service improvement activities across complex, high-volume services., * Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas.

• Investigate problems and opportunities in existing processes and contribute to recommending solutions.
• Work with stakeholders to identify objectives and potential benefits.
• Identify process optimisation opportunities with stakeholders and guidance to contribute to the implementation of proposed solutions.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Produce relevant reports in a standard format and agreed timeframe.
• Work with important stakeholders to discuss any changes in the reporting processes.
• Understand how to work with stakeholders and contribute to improving these relationships.
• Understand the core technical concepts related to the role, and apply them with guidance., We’ll assess you against these behaviours during the selection process:
• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing, 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. If this applies, we will contact you directly.

• Strong analytical and problem-solving skills, especially under operational pressure.
• Confidence engaging with stakeholders, including clear written and verbal communication.
• A proactive, accountable mindset with a focus on service reliability and user impact.
• Ability to operate effectively in environments with legacy technology, complex dependencies and external suppliers., * ITIL v4 certification (or willingness to work towards)., During the panel interview, your Experience will be assessed and you will be asked Behaviour-based questions on Managing a Quality Service, Making Effective Decisions and Communicating to explore in detail what you are capable of.

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.

To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service