Senior IT Service Manager (Asset Management)

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HMRC’s Chief Digital and Information Office (CDIO) is responsible for some of the UK’s most critical digital platforms. Within Tax Benefits & Enterprise Operations (TB&EOPs), we oversee the suppliers delivering the Enterprise Tax Management Platform (ETMP) and Enterprise Operations Services (EOPS) platforms through which over £750bn of tax and benefits flows annually.

We are seeking a Senior IT Service Manager (Asset Management) to lead the governance, control, and assurance of IT assets across this critical estate.

This is a high-impact role where you will ensure HMRC maintains full visibility and control of the assets underpinning national digital services, while driving improvements in asset management capability across a complex, supplier led environment.

This includes governance of software licensing, ensuring compliance, effective utilisation, and value for money across the platform. The role also ensures HMRC maintains a complete, accurate, and audit ready view of assets across the estate, including those provisioned and operated by suppliers, and retains control and visibility of HMRC owned assets within the supply chain.

The role plays a key part in assuring compliance with security, financial, and contractual obligations, while driving continuous improvement in asset governance and control., Asset Management Leadership

• Own and develop the asset management approach for TB&EOPs, ensuring alignment with central CDIO standards, policies, and audit requirements

• Maintain a comprehensive view of all platform assets, including infrastructure, software, tools, licences, certificates, and SaaS solutions

• Ensure full lifecycle management of assets, from provisioning through to retirement, with appropriate governance and controls

Supplier and Cross-Portfolio Asset Oversight

• Maintain robust control and visibility of HMRC-owned assets held or operated by suppliers (e.g. Capgemini), ensuring records are accurate, complete, and regularly reconciled

• Provide assurance that supplier-managed assets are aligned to contractual, financial, and security requirements

• Act as the senior point of oversight for asset-related governance across the supply chain

Licensing and Financial Control

• Provide governance and oversight of software licensing across the platform

• Ensure licence compliance, effective utilisation, and cost optimisation

• Support financial transparency and value-for-money assessments linked to asset usage

Assurance and Governance

• Assure that TB&EOPs services, and the suppliers delivering them, meet required quality, control, and governance standards

• Identify and drive interventions where asset-related risks, gaps, or inefficiencies are identified

• Support audit activity, ensuring asset data and processes are compliant and defensible

Service Assurance Support

• Contribute to wider Live Service Governance and Assurance activities, particularly during Major Incidents, periods of high operational demand and cross-service assurance reviews

• Provide asset insight to support operational decision-making and risk management

Tooling and Platform Change

• Act as the platform-level customer for asset and tooling changes (e.g. ILM, monitoring, or asset discovery tooling)

• Ensure changes deliver consistent, measurable outcomes aligned to platform objectives

• Coordinate with SMEs (e.g. infrastructure teams) while retaining governance ownership

Stakeholder Engagement

• Build strong relationships with CDIO Asset Management profession, commercial, finance, and security stakeholders

Supplier organisations

• Ensure the platform approach leverages existing policies, processes, and tools while influencing continuous improvement

Leadership and Line Management

• Provide line management to an HO IT Service Manager

• Develop professional capability within the asset management discipline

• Promote strong governance culture, accountability, and continuous improvement

Organisational Context

The team operates at a platform level, focusing on governance and oversight rather than direct service delivery, holding suppliers to account for performance, control, and compliance., Whilst asset management is the primary focus of this role, it is expected that the successful candidate will also contribute to the wider activities of the Live Service Governance and Assurance team, supporting resilience, stability, and performance across ETMP and EOPS services.

This role presents an opportunity to shape and mature an increasingly critical capability within CDIO, influencing how HMRC manages, governs, and derives value from its digital assets at scale., The role sits within the Tax, Benefits and EOPs Live Service Governance and Assurance team, part of the Chief Engineering Platform Office (CEPO) within CDIO. The team operates at a platform level, focusing on governance and oversight rather than direct service delivery, holding suppliers to account for performance, control, and compliance., During the panel interview, your experience will be assessed, in order to determine your suitability for the role.

Interviews will take place via video link. Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

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., 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.

Do you have experience in SAP?, We are looking for an ambitious person with a proven track record in IT Service Management with a strong focus in Asset Management. Strong analytical and problem-solving skills, especially under operational pressure. Confidence engaging at senior stakeholder level, including clear written and verbal communication.

• A proactive, accountable mindset with a focus on service governance and an ability to hold suppliers to account for performance, control and compliance.

Essential Criteria Strong experience in IT Service Management and governance, ideally within complex, supplier-led environments

• Demonstrable experience of IT asset management, including lifecycle control, governance, and audit readiness
• Understanding of software licensing, financial controls, and cost optimisation practices
• Experience of working with third-party suppliers and managing cross-organisational accountability
• Ability to operate at both strategic and operational levels, translating governance requirements into practical controls

• Strong stakeholder management and influencing skills across technical, commercial, and senior leadership audiences *

• Experience of assurance, risk management, and continuous improvement in live service environment

Desirable Criteria

• Good experience of SAP solutions and operation of these., 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 criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Pulled from the full job description

• Company pension
• Work from home, 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.

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)., 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.