At a Glance
- Tasks: Lead IT service management and enhance digital services for HMRC.
- Company: Join HMRC, a leader in transforming the UK's tax system through innovation.
- Benefits: Enjoy competitive salary, career growth, and a supportive work environment.
- Other info: Collaborative culture with opportunities for continuous learning and development.
- Why this job: Make a real impact on digital transformation while leading a dynamic team.
- Qualifications: Proven experience in service management and strong technical skills required.
The predicted salary is between 42787 - 52295 £ per year.
Location: Bristol Regional Centre - 3 Glass Wharf, Edinburgh Regional Centre - Queen Elizabeth House, Leeds Regional Centre - Wellington Place, Manchester Regional Centre - Three New Bailey, Telford - Plaza 1 and 2, Worthing - Teville Gate House
About the job
Discover a career in your hands at HMRC. HMRC is transforming the UK's tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission. We are building high-quality digital services that will enhance the customer experience, enable real-time interactions, and make tax simpler and more intuitive for everyone.
As Head of IT Service Management, you will be responsible for setting the strategic direction, operational leadership and continuous improvement of a portfolio of business-critical testing, assurance, analytics and stakeholder services that support the delivery of major digital services. You will lead the delivery of External Test Services, providing oversight of testing environments, assurance activities, analytics and insight capabilities, governance, communications and stakeholder engagement functions.
The role requires strong technical and operational understanding, including experience of API-based services, service monitoring and analytics platforms, performance reporting, incident management, service assurance and risk-based decision making. You will use data and insights to inform service improvements, support strategic planning and ensure services continue to meet organisational objectives.
We are seeking an experienced operational leader with a strong blend of service management, technical understanding, people leadership, and stakeholder engagement skills. The successful candidate will have a proven track record of leading business-critical digital services within a complex environment, balancing strategic leadership with day-to-day operational delivery.
Key Accountabilities:
- Lead and manage the delivery of External Test Services, ensuring services are stable, resilient, and aligned to business and customer needs.
- Provide leadership and line management for a multidisciplinary team, driving performance, capability development, and employee engagement.
- Maintain operational oversight of testing, assurance, analytics, reporting, governance, communications, and guidance services.
- Ensure effective service performance management through the use of data, monitoring, reporting, and operational insight to support informed decision-making.
- Manage operational risks, incidents, escalations, and service issues, ensuring appropriate mitigation and resolution activities are in place.
- Build and maintain strong relationships with internal and external stakeholders, suppliers, and delivery partners to support service delivery and organisational objectives.
- Drive continuous improvement initiatives to enhance service quality, efficiency, resilience, and customer experience.
Essential Criteria:
- Significant experience managing technical testing, assurance or pre-production services that support the delivery of complex digital platforms.
- Strong technical understanding of APIs, service integrations and operational service management.
- Experience using monitoring and analytics tools (e.g. Kibana/Elastic, Power BI) to drive service performance, incident management and data-led decision making.
- Demonstrable leadership and people management experience, including developing teams and delivering through others.
- Strong stakeholder management skills, with the ability to influence and collaborate across technical teams, suppliers, business stakeholders and external partners.
- Proven track record of managing operational risk, service assurance and continuous improvement to deliver resilient, high-performing services.
Desirable Criteria:
- Experience delivering operational efficiencies through automation, analytics, or process improvement.
- Relevant professional qualifications (e.g. ITIL, Agile, Service Management, Project Management, or Leadership qualifications).
Head of IT Service Management (Service Owner) HM in Edinburgh employer: Government Digital & Data
The Government Digital Service (GDS) is an exceptional employer, offering a unique opportunity to work at the forefront of digital transformation within the UK government. With hubs in vibrant cities like Bristol, London, and Manchester, GDS fosters a collaborative and inclusive work culture that prioritises employee growth and development, ensuring that every team member can thrive while making a meaningful impact on public services. Join us to be part of a dynamic team dedicated to harnessing technology for the public good, where your contributions will help shape the future of digital government.
Contact Details:
Government Digital & Data Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of IT Service Management (Service Owner) HM in Edinburgh
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Government Digital & Data values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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✨Direct Apply to Government Digital & Data
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We think you need these skills to ace Head of IT Service Management (Service Owner) HM in Edinburgh
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Government Digital & Data.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Government Digital & Data. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Government Digital & Data
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
