Senior IT Service Manager

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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., We’ll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing

• 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 reliability and user impact.
• Ability to operate effectively in environments with legacy technology, complex dependencies and external suppliers., * Experience working in an IT Service Management Function, in particular practical knowledge of managing risks, continual improvement, incident management including business critical issues, and understanding their impact.
• Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems.
• Experience of understanding the principles and processes of implementing, delivering and decommissioning of IT services.
• Ability to work with a high degree of autonomy and resilience, under ambiguous and fast paced circumstances, with the ability to manage the priorities of services, stakeholders and suppliers.
• Shows experience of understanding services and products, and the tools, methods, procedures, equipment and software used in the operation and management of the service.
• Experience of managing stakeholders at all levels, clear understanding of roles and responsibilities within a service management function. Dealing with competing priorities, resource constraints, and managing expectations.
• Experience of using your expertise to manage your services through suppliers enabling high availability and performance.
• Demonstrable experience of applying structured governance, risk and assurance, reporting practices, within a live service and delivery environment. Including maintaining service documentation, managing risks and issues, producing clear management information, and supporting senior leaders in effective decision making across service, delivery and commercial stakeholders.

Desirable Criteria:

• ITIL v4 certification (or willingness to work towards).

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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