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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Service Manager - **Company:** HM Revenue & Customs - **Location:** Bristol, UK (Remote available) - **Experience:** Expert - **Salary:** £45,544.0 - £49,523.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Amazon Web Services, Microsoft Azure, Cloud Computing, IBM Service Management Framework, Online Service Provider, Cloud Services, Service Design, HybridCloud, Information Technology, Performance Monitor - **Published:** September 7, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5d77e65f3c6b155b ## About the Role We are seeking experienced Senior IT Service Managers to join the Enterprise Cloud Services team within CDIO. We are looking for people who demonstrate a collaborative and inclusive approach, with a strong ability to communicate clearly and effectively with a wide range of stakeholders. You will take accountability and ownership for your work and be committed to continuous improvement, with the ability to coach, mentor, reflect, and give and receive feedback. You will be flexible and adaptable, able to work with appropriate urgency in a live service environment, and passionate about keeping the customer at the heart of everything you do., * Experience of working in an IT Service Management or Service Delivery role, contributing to the effective operation of live IT or digital services within a structured service management framework (for example ITIL). * Working knowledge of either ITIL practices (v3 or v4) at foundation, with practical experience applying service management processes such as incident management, change management, problem management, service level management and continual service improvement in an operational environment. * Experience of supporting service availability and performance, working to agreed service levels and key performance indicators, and contributing to the identification and delivery of service improvements. * Experience of responding to and supporting the resolution of service issues and incidents, including assessing and escalating risks and issues appropriately, and ensuring timely and effective communication with stakeholders. * Ability to work collaboratively with multi disciplinary teams, including technical specialists, product or delivery teams, suppliers and security stakeholders, to support the delivery and continuous improvement of IT services. * Strong communication and stakeholder engagement skills, with the ability to communicate service information clearly and confidently to both technical and non technical audiences. * An understanding of how digital and IT services support statutory or operational functions. * Experience or understanding of Cloud Platforms (AWS, Azure) * Experience of working in Agile product driven environments and an understanding of how they underpin and change the way service is managed and delivered., * A 750-word personal statement. Your personal statement should show how you meet the person specification and essential criteria., 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 standard (or equivalent) criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check . ## 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., A Senior IT Service Manager is responsible for delivering robust service management across multiple platforms, channels and cloud based services, ensuring service availability, performance and process maturity. We’re looking for experienced Senior IT Service Managers to join HMRC’s Enterprise Cloud Services (ECS) team, working within product teams who design, build, automate, and operate cloud services. We are redefining our offerings and growing the team of outstanding people to improve the Cloud Centre of Excellence. We are already a diverse team of 90+ technologists, creating a dynamic and inclusive working environment whose skills cover architecture, platform development, service design, platform operations and governance. You will oversee the day to day operation of key cloud services, playing a key role in delivering secure, resilient, and scalable cloud platform services. This includes building and maintaining strong working relationships with other CDIO teams and third party suppliers to ensure services are effectively supported and continuously improved., * Govern ITSM processes using ITIL 4 best practices. * Oversee incident and problem management. * Maintain accurate configuration and asset data. * Provide change and release governance. * Monitor performance and report on KPIs. * Engage stakeholders across service teams. * Drive continual service improvement initiatives. * Ensure compliance with security and usage policies. * Communicate and influence effectively with the ability to collaborate across teams and organisational boundaries. * Be pragmatic and persuasive with strong negotiation skills., 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., If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID. You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition. You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services. Reserve List A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account. Criminal Record Check Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy. Merit List After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location. Hybrid working at HMRC 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). Reasonable Adjustments 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., * 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 ## Related Videos - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Design as an algorithm, not as a feature](https://www.wearedevelopers.com/videos/471-design-as-an-algorithm-not-as-a-feature) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023)