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.

• 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.

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 (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.

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