At a Glance
- Tasks: Manage and improve digital services, ensuring they meet user needs and performance standards.
- Company: Join HMRC, a key player in delivering essential government services across the UK.
- Benefits: Enjoy a competitive salary, generous leave, and a strong pension scheme.
- Other info: Flexible and hybrid working options available to support your work-life balance.
- Why this job: Make a real impact on public services while working in a dynamic, collaborative environment.
- Qualifications: Experience in managing live digital services and strong communication skills required.
The predicted salary is between 59877 - 68231 £ per year.
HMRC is one of the UK's largest government organisations, delivering critical services that support millions of customers and businesses.
Our digital services and technology platforms enable the effective collection of revenues that fund public services across the UK.
As a Service Manager, you will play a key role in ensuring that digital services remain secure, resilient, user-focused and aligned to business objectives.
You will work across multidisciplinary teams and suppliers to support and improve live services, helping ensure they meet customer needs and performance expectations.
Job Description
This is an exciting opportunity to join HMRC CDIO Business Tax as a Service Manager, responsible for the live operation, performance, and continuous improvement of digital services.
Working in a multi-disciplinary environment, you will collaborate with Product Managers, Delivery Managers, architects and operational colleagues to ensure services are stable, compliant and delivering value.
You will contribute to the effective running of services across the lifecycle, supporting governance, managing risk, and embedding continuous improvement based on user insight and data.
Key Responsibilities
- Manage and maintain live service performance, including monitoring KPIs and SLAs.
- Manage incidents, problems, and risks, ensuring timely resolution and mitigation.
- Support service governance and assurance processes.
- Collaborate with product, delivery and technical teams to maintain service quality.
- Engage with stakeholders to ensure alignment with business and policy outcomes.
- Drive continuous improvement using service data and user feedback.
- Support release and change management, minimising service disruption.
- Contribute to service lifecycle decisions, including readiness and transition.
Person specification
- Proven experience in managing or supporting live digital or IT services, including handling incidents, risks, and service issues, with familiarity in service management frameworks such as ITIL.
- Strong stakeholder engagement and communication abilities, with experience collaborating in multidisciplinary teams.
- Skilled in leveraging data and metrics to drive improvements in service performance.
Applicants must demonstrate
- Demonstrated experience in supporting or managing live operational, business, or digital services, including monitoring performance and reporting on service metrics.
- Proven ability to identify, track, and manage risks, issues, and actions, while driving service improvements and operational efficiencies.
- Strong stakeholder engagement and communication skills, alongside collaborative working across multiple teams.
- Skilled in prioritising tasks and consistently delivering outcomes within fast-paced environments.
It would be beneficial if you have
- Experience in government or regulated sectors, with knowledge of service standards and the service lifecycle.
- Proven ability in continuous improvement and service optimisation, including familiarity with Agile, Dev Ops, and ITIL4 practices.
- Understanding of modern service management methodologies and approaches within regulated environments.
- Further Location Information
Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment.
Any additional notes included in a ' Further Location Preferences (optional)' field within the application form, will not be considered.
Please be aware that you cannot change your location preference after submitting your application.
- Behaviours
- We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Communicating and Influencing
- Making Effective Decisions
- Managing a Quality Service
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides (opens in a new window).
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.
We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
- Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
To find out more about HMRC benefits and find out what it's really like to work for HMRChear from our insiders or visit Thinking of joining the Civil Service
Things you need to know
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience.
Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.
Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
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Service Manager in Manchester employer: HM Revenue & Customs
HM Revenue & Customs is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As an Agile Delivery Manager, you will benefit from a strong focus on professional development, with ample opportunities for growth and advancement within the public sector. Located in a supportive atmosphere that values transparency and teamwork, you will play a vital role in shaping digital services that make a real difference to users across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager in Manchester
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like HM Revenue & Customs, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like HM Revenue & Customs and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Service Manager in Manchester
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for HM Revenue & Customs and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at HM Revenue & Customs
✨Get to Know Public Sector Values
Before your interview with HM Revenue & Customs, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for HM Revenue & Customs.
