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- Tasks: Lead IT service management for the Unity programme, ensuring top-notch service delivery.
- Company: Join a dynamic team at HMRC, driving innovation in Enterprise Operations.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Why this job: Be a key player in transforming IT services and making a real impact.
- Qualifications: Proven experience in service management and strong communication skills.
- Other info: Opportunity to work with senior leaders and shape future operations.
The predicted salary is between 72000 - 108000 £ per year.
The Head of IT Service Management (ITSM) will lead end-to-end service management for the Unity programme through Go-Live and into Business-as-Usual (BAU) across the Enterprise Operations Platform (EOP). You will ensure service availability, performance, and process maturity across a complex, cross-departmental landscape.
The EOP team oversees the Unity service on behalf of HMRC, covering Human Capital, Finance, Payroll Services, Procurement, Expenses, Invoicing and Corporate Travel Management. This is a pivotal time to join the Senior Leadership Team as we implement the future CDIO operating model. You will partner with suppliers who provide complementary functional and platform support while we build in-house capabilities to deliver outstanding platform solutions and services. We foster a strong team ethos of continual improvement, open knowledge sharing and collaborative problem-solving. As this senior role evolves into BAU operations, leadership and line-management responsibilities will grow accordingly.
Key Accountabilities
- Service Excellence: Own service availability and performance for the Unity (EOP) platform; establish and drive a disciplined programme of service assurance and continuous improvement.
- Governance & Stakeholder Management: Lead governance for operational activities across the Enterprise Operations Platform; represent the platform at operational performance boards and senior forums.
- Transition & Change: Ensure smooth transition of change into live services with robust planning, risk control and stakeholder communications.
- Standards & Reporting: Deliver accurate, timely reporting; ensure service standards, SLAs and KPIs are met and continuously improved.
- Outage Management: Proactively manage planned outages with clear, timely customer communications and appropriate governance to minimise disruption.
- Incident & Problem Management: Lead and participate in major incident resolution, post-incident reviews and problem management, ensuring root-cause analysis and lasting fixes.
- Resource Management: Plan and allocate resources across all strands of service operations, balancing capacity, capability and priority.
- Risk & Assurance: Own risk management, audit readiness and continual improvement activities, including value-for-money (VfM) initiatives.
- Representation & Leadership: Represent the wider team at steering groups, governance boards and SLT forums; deputise for the Head of Unity Service Operations when required.
- Collaboration: Build and maintain strategic relationships across CDIO, other government departments and IT suppliers to enable seamless service delivery.
Proven experience in commercial and supplier management, with a track record of meeting or exceeding SLA targets. Strong, engaging presentation and communication skills for a broad range of stakeholders, including senior leaders and external partners. Substantial background in Service Management within a large organisation. Hands-on experience of live service operations, Incident Management and Problem Management. SAP experience, including SaaS; operational knowledge of Ariba and SuccessFactors. Resilience and professionalism in a fast-paced, changing environment with multiple shifting priorities. Ability to investigate, analyse, visualise, articulate and solve complex problems; make disciplined, evidence-based decisions. Excellent organisation and stakeholder engagement skills; confidence to influence and challenge at all levels. Thorough understanding of the ITIL service lifecycle. Experience implementing new services into a live environment. Experience transitioning products or services between platforms or systems.
Head of IT Service Management for EOPS (Unity Operations) in England employer: HM Revenue & Customs
Contact Detail:
HM Revenue & Customs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of IT Service Management for EOPS (Unity Operations) in England
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Head of IT Service Management role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in service management, incident resolution, and stakeholder engagement. When you get the chance to chat with potential employers, let them see what you can bring to the table.
✨Tip Number 3
Practice makes perfect! Before any interviews, do some mock sessions with friends or mentors. Focus on articulating your experience with ITIL, service excellence, and governance. The more comfortable you are, the more confident you'll come across.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. It shows you're genuinely interested in joining our team and contributing to the Unity programme. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Head of IT Service Management for EOPS (Unity Operations) in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in IT Service Management and any relevant achievements that align with the key accountabilities listed. We want to see how you can bring service excellence to the Unity programme!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for the Head of IT Service Management role. Share specific examples of your leadership in service management and how you've driven continuous improvement in past roles.
Showcase Your Communication Skills: Since this role involves engaging with various stakeholders, make sure your application reflects your strong communication skills. Whether it's through your CV or cover letter, demonstrate how you've effectively communicated with senior leaders and external partners in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at HM Revenue & Customs
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL service lifecycle knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in service management and incident resolution. This will show that you understand the framework and can lead effectively.
✨Demonstrate Leadership Skills
Prepare examples of how you've led teams through change and managed stakeholder relationships. Think about specific instances where your leadership made a difference in service delivery or performance. This role is all about collaboration and influence, so highlight your experience in these areas.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss complex problems you've faced in live service operations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, focusing on how you identified issues, implemented solutions, and ensured continuous improvement.
✨Understand the Business Context
Familiarise yourself with the Unity programme and the Enterprise Operations Platform. Research HMRC's goals and challenges, and think about how your skills can contribute to their success. This will demonstrate your genuine interest in the role and the organisation.
