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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Manager - **Company:** HM Revenue & Customs - **Location:** Manchester, UK (Remote available) - **Salary:** £37,682.0 - £40,705.0 - **Contract:** Permanent contract - **Skills:** Amazon Web Services, Microsoft Azure, IBM Service Management Framework, Office Suite, Online Service Provider, Performance Monitor - **Published:** October 16, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=cf87a96503c7f180 ## About the Role * Experience of managing aspects of IT Service Management or Service Delivery, with responsibility for maintaining and improving live IT or digital services within a recognized service management framework, for example ITIL. * Demonstrable knowledge of ITIL practices and possession of an ITIL v3 or ITIL 4 qualification, together with experience of applying and governing processes such as incident management, problem management, change enablement, service level management and continual improvement. * Experience of analysing service performance data, identifying trends, risks and opportunities, and using insight to drive service improvements and inform decision-making. * Experience of managing the coordination and resolution of service issues or incidents, ensuring appropriate escalation, risk management, stakeholder engagement and service restoration. * Ability to work effectively across multidisciplinary teams, suppliers and business stakeholders to deliver service outcomes, influence priorities and drive continuous improvement. * Strong stakeholder management, communication and influencing skills, with the ability to explain complex technical concepts and service impacts to diverse audiences. * Experience of balancing competing priorities, managing risks and making evidence-based decisions to support service performance and business objectives., Relevant ITIL qualification (v3 or v4) at foundation level, * A 750-word personal statement. Your Personal Statement should be used to describe how your skills and experience from your career reflect the essential criteria of the role, using specific examples from your career were you can., 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. People working with government assets must complete baseline personnel security standard (opens in new window) checks. ## 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. Visit our YouTube channel to watch the full series and come and discover your potential. CDPO VO provides digital services and IT support to the Valuation Office (VO), drawing on HMRC's wider digital expertise to ensure our customer receives the right level of service. We build, operate and support both shared HMRC platforms and specialist, bespoke services that are critical to VO's work. 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., An 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. You will oversee the day-to-day operation of CDPO VO key services within a hybrid environment, spanning both cloud and on-premises solutions. 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. The role is cross-cutting across CDPO VO, working collaboratively with resolver, development, build, run and maintenance teams. You will also support projects and programmes during service transition and Early Life Support, ensuring new and changed services are operationally ready and can be safely introduced into live service., * Govern ITSM processes using ITIL 4 best practices. * Manage cloud platforms and subscriptions, for example Azure and AWS. * 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, collaborating across teams and organizational boundaries. * Be pragmatic and persuasive, with strong negotiation skills. * Manage and coordinate the VO IT contract portfolio. * Apply knowledge or experience of Valuation Office applications, services or business processes, including specialist or bespoke services aligned to VO operational needs., 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, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order. 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