Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead IT service management, ensuring top-notch customer experience and driving continuous improvement.
- Company: Join HM Revenue & Customs, a key player in government digital services.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Why this job: Make a real impact on IT services that support millions of users.
- Qualifications: Experience in IT service management and strong communication skills required.
- Other info: Collaborative environment focused on innovation and excellence.
The predicted salary is between 48000 - 72000 ÂŁ per year.
Our role sits within Enterprise Live Services (ELS), Enterprise Service Management (ESM) which forms part of the Chief Digital & Information Group (CDIO). ELS undertakes assurance and governance of IT services and processes delivered as part of HMRC’s Chief Digital & Information Office (CDIO) Group. Our focus is ensuring a consistent, excellent Customer Experience.
You will join a team of existing Service Delivery professionals, who are passionately working towards strategic IT goals and objectives to support HMRC in achieving them. With your Service Management knowledge you will immerse yourself in all aspects, collaborating to continue the ongoing success of CDIO.
Responsibilities- The primary focus is through governing the ITSM processes and driving ITIL® best practice to protect the services consumed by our customers.
- Support the resolution of Major Incidents and chair a post‑incident review to capture and drive actions and improvements with the operational delivery teams to stop re‑occurrence.
- Own, support and drive data quality, data mapping underpinning the processes consumed by all areas of delivery.
- Support improvements with CMDB data quality and Service Catalogue processes and act as a liaison between ITIL 4 practice managers and CDIO Service Management.
- Monitor and assure the delivery team’s performance against KPI’s, driving a culture of continual improvement through chairing monthly delivery reviews.
- Provide quality‑assurance and approval at changes boards and in addition to being involved with gaining an understanding and supporting the introduction of new services through projects and programmes.
- Undertake trend analysis and create service reports to drive improvement decisions.
- Own customer IT escalations & complex incidents supporting, coordinating, chairing joint calls through to resolution and customer satisfaction.
- Be a credible, influential, and encouraging team‑player – a self‑motivated, confident communicator with excellent interpersonal skills and a proven dedication to continuous improvement in self and others.
- Be accountable for the operational assurance and governance of IT services & associated data quality.
- Be a point of contact within Service Management, establishing strong relationships with stakeholders and developing a good understanding of the CDIO & Enterprise Live Services processes and accountabilities.
- Have a background in IT with demonstrable experience in Service Management, meticulous attention to detail and an understanding of ITSM Processes within an ITIL 4 framework.
- Have strong interpersonal skills and a proven ability to communicate effectively at all levels.
- Have experience in establishing professional relationships with a range of stakeholders at all levels.
- Have the ability to simplify complex/technical information by using appropriate and accessible language for non‑technical audiences.
- Understand data models and have a logical approach to successfully implement them.
- Have an operational knowledge of ServiceNow with ability to create reports and dashboards.
- Be aware of the Live‑Service Lifecycle, from design, through transition into Live and then ongoing support.
- Understand how IT can be used to support and add‑value to the business.
- Have experience in developing and governing Data Principles, Policies, Standards, Processes and/or Procedures.
- Have an awareness of managing services in a digital environment by Agile & DevOps and an understanding of differing project management methodologies; Agile vs Waterfall.
- Seniority level: Associate
- Employment type: Full‑time
- Job function: Information Technology
- Industries: Government Administration
Senior IT Service Manager in England employer: HM Revenue & Customs
Contact Detail:
HM Revenue & Customs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Manager in England
✨Tip Number 1
Network like a pro! Reach out to current or former employees at HMRC on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into ITIL best practices. We want to show that we’re not just familiar with the concepts but can apply them in real-world scenarios. Practice makes perfect!
✨Tip Number 3
Showcase our problem-solving skills! Be ready to discuss past incidents we've managed and how we drove improvements. Real examples will make us stand out as a candidate who can handle major incidents.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our submission to highlight our fit for the Senior IT Service Manager role.
We think you need these skills to ace Senior IT Service Manager in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior IT Service Manager role. Highlight your experience with ITIL best practices and any relevant service management achievements. We want to see how your skills align with our focus on excellent customer experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service management and how you can contribute to our team at HMRC. Be sure to mention specific examples of your past successes in similar roles.
Showcase Your Communication Skills: As a Senior IT Service Manager, strong communication is key. In your application, demonstrate your ability to simplify complex information for non-technical audiences. We love seeing candidates who can bridge the gap between tech and business!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our 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® best practices before the interview. Be ready to discuss how you've applied these principles in past roles, especially in relation to service management and incident resolution. This will show that you’re not just familiar with the framework but can also implement it effectively.
✨Showcase Your Communication Skills
As a Senior IT Service Manager, you'll need to communicate complex information clearly. Prepare examples of how you've simplified technical jargon for non-technical stakeholders. This will demonstrate your ability to build strong relationships and ensure everyone is on the same page.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, like major incidents or data quality issues. Think through your past experiences and be ready to explain your thought process and the outcomes. This will highlight your problem-solving skills and your proactive approach to service management.
✨Understand the Bigger Picture
Familiarise yourself with HMRC’s goals and how the Chief Digital & Information Office fits into them. Be prepared to discuss how your role as a Senior IT Service Manager can contribute to achieving these objectives. This shows that you’re not just looking for a job, but are genuinely interested in being part of their mission.
