> Markdown version of [/jobs/ext/2244137-it-service-manager](https://www.wearedevelopers.com/jobs/ext/2244137-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:** East Kilbride, UK - **Salary:** £37,682.0 - **Contract:** Permanent contract - **Skills:** Live Connect (Windows), Legacy Systems - **Published:** August 26, 2026 - **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2941842607-2 ## About the Role * 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. ## Description 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. Visit our YouTube channel to watch the full series and come and discover your potential. 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. 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