IT Service Manager

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At HMRC, we are already one of the most digital advanced tax authorities in the world and have one of the largest IT infrastructures and data sources in the UK. With 50 million customers to serve, over 60 thousand colleagues to support, and £600 billion to collect to fund UK Plc, our IT operation is huge! For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.

HMRC is made up of Customer Groups which are working independently towards one common goal. Our role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our digital delivery centres are hi-tech, state-of-the-art facilities that allow our teams to maximise their capabilities.

The IT Operations profession is made up of various IT professionals, paramount to our digital services. Our vision for the future is to attract people to work and progress in a fast paced, exciting environment whilst ensuring consistency in your training and upskilling.

We are working to have clear career pathways and succession planning, to enable people to see our area as a long-term career with prospects and development opportunities for all roles.

We encourage people to interact and fully understand their role and responsibilities in your own area and wider areas to encourage development and knowledge sharing.

Data Platform Service (DPS) was set up 4 years ago as a result of our desire to take control of building and running our critical data capabilities, doubling in size to 600 people in the last 18 months, we’re targeting further growth driven by increased demand for our services., We are recruiting a Service Delivery Manager to work withing our live service team, acting as subject matter experts on the products and live services owned by DPS.

This is a fast-paced area that provides an exciting opportunity for applicants who want to stretch their development.

As a Service Delivery Manager, you will be a key member of our Live Service Team and responsible for the management of live services within your area. This requires excellent interpersonal skills, building and maintaining solid working relationships, and confidence when dealing with both internal, external customers and suppliers.

We are looking for individuals who are self-motivated with a good sense of personal responsibility and accountability for delivering high quality work.

You will be expected to:

• Remain calm under pressure
• Be able to manage conflicting demands
• Proactively engage with and lead major incident management when required
• Lead and assist with continuous service delivery improvement initiatives
• Be confident working in an Agile environment
• Follow standard processes to manage problems and changes within DPS
• Work well within a team, * Support the Lead Service Delivery Manager in the continuous improvement of IT services.
• Manage a portfolio of key DPS services, providing expert support to business stakeholders.
• Provide day-to-day leadership, guidance and support to Service Analysts, fostering a high-performing and collaborative team environment.
• Monitor service performance and respond proactively to alerts, incidents and service issues to minimise business impact.
• Act as a key escalation point for the resolution of incidents and problems, ensuring timely investigation and resolution.
• Produce and present service performance, operational and management information reports to support informed decision-making.
• work closely with stakeholders to successfully transition new and changed services into Business as Usual (BAU) support.
• Oversee and manage service risks, incidents, problems, changes and continual service improvement activities in line with ITIL best practice.
• Provide clear, timely and accurate service status updates and communications to the Head of Service Delivery and other senior stakeholders.
• Build and maintain effective working relationships with internal teams, suppliers and business partners to drive service excellence and customer satisfaction., 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.

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.

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.

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., HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK. Feedback will only be provided if you attend an interview or assessment.

Security

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 .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * 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

• Recent experience working in an IT service Management role, with responsibility for the delivery, support and continuous improvement of IT services. • Demonstrable knowledge and practical application of ITIL processes, particularly Incident Management and Change Management. • Experience of managing and/or supporting multiple IT services within an ITIL-based service management environment. • Excellent verbal and written communications skills, with the ability to communicate effectively with a range of technical and non-technical stakeholders. • Experience using IT Service Management (ITSM) tools to manage incidents, changes, requests and service performance. • Good understanding of Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and service reporting frameworks. • Proven ability to build and maintain effective working relationships with customers, suppliers and internal stakeholders. • Experience working collaboratively within a multi-disciplinary IT team to deliver service outcomes.

Desirable Criteria: •

Working knowledge of ITIL v4. • Experience of DevOps/Agile working. • Experience in varied ITIL support teams., * A name-blind CV including your job history, previous experience and key responsibilities for each role.

• A 500-word Personal Statement. Your Personal Statement (max 500 words) should be used to describe how your skills and experience would be suitable for the advertised role, addressing the responsibilities and essential criteria as outlined in the person specification part of the advert.

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview., 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.

Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

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.

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk.

Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.