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- Tasks: Lead IT service management for the Unity programme, ensuring top-notch service delivery.
- Company: Join a pivotal role in a dynamic government operations team.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Why this job: Make a real impact on service excellence and operational performance.
- Qualifications: Proven experience in service management and strong stakeholder engagement skills.
- Other info: Be part of a forward-thinking team focused on continuous improvement.
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 London 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 London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on articulating your experience in service management and how it relates to the role you’re applying for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our platform. Let’s get you that dream job!
We think you need these skills to ace Head of IT Service Management for EOPS (Unity Operations) in London
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 our 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 how you've led service management initiatives and improved performance in previous roles.
Showcase Your Leadership Skills: Since this is a senior role, we’re keen to see your leadership style. Include examples of how you've managed teams, influenced stakeholders, and driven change in complex environments. We love a good story about collaboration and problem-solving!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at StudySmarter!
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 Stakeholder Engagement Skills
Prepare examples of how you've successfully managed stakeholders in previous positions. Think about times when you had to influence decisions or communicate complex information clearly. This role requires strong communication skills, so showcasing your experience here is key.
✨Showcase Your Change Management Experience
Be ready to talk about your experience with transitioning services into live environments. Highlight specific projects where you managed change effectively, focusing on planning, risk control, and stakeholder communication. This will demonstrate your capability to handle the responsibilities of this role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving abilities. Think through potential incidents or outages you might face in this role and how you would manage them. This will help you illustrate your analytical skills and resilience in a fast-paced environment.
