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- Tasks: Lead IT service management and ensure top-notch customer experience.
- Company: Join HM Revenue & Customs, a key player in government digital services.
- Benefits: Full-time role with opportunities for professional growth and development.
- Why this job: Make a real impact on IT services that support the public.
- Qualifications: Experience in IT service management and strong communication skills.
- Other info: Collaborative team environment focused on continuous improvement.
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 postâincident review to capture and drive actions and improvements with the operational delivery teams to stop reâoccurrence.
- 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 qualityâassurance 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 teamâplayer â a selfâmotivated, 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 nonâtechnical 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 LiveâService Lifecycle, from design, through transition into Live and then ongoing support.
- Understand how IT can be used to support and addâvalue 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: Fullâtime
- Job function: Information Technology
- Industries: Government Administration
Senior IT Service Manager employer: HM Revenue & Customs
Contact Detail:
HM Revenue & Customs Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Senior IT Service Manager
â¨Tip Number 1
Network like a pro! Reach out to current employees at HMRC or in similar roles on LinkedIn. A friendly chat can give us insider info and might just get your foot in the door.
â¨Tip Number 2
Prepare for the interview by diving deep into ITIL best practices and the specific challenges faced by HMRC. We want to show that weâre not just familiar with the concepts, but that we can apply them effectively.
â¨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. This will help us articulate our experience and skills confidently when it counts.
â¨Tip Number 4
Donât forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and show our enthusiasm for the role. Plus, itâs a great chance to reiterate why weâre the perfect fit!
We think you need these skills to ace Senior IT Service Manager
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in IT Service Management and any relevant ITIL practices. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to our team. Keep it concise but impactful, and donât forget to mention your understanding of customer experience.
Showcase Your Communication Skills: Since this role requires excellent interpersonal skills, make sure your application reflects your ability to communicate effectively. Use clear and accessible language, especially if you're discussing complex IT concepts.
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 get all the updates directly from us. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at HM Revenue & Customs
â¨Know Your ITIL Inside Out
Make sure you brush up on your ITIL best practices and how they apply to service management. Be ready to discuss specific examples of how you've implemented these practices in past roles, especially in relation to incident resolution and data quality.
â¨Showcase Your Communication Skills
As a Senior IT Service Manager, you'll need to communicate effectively with both technical and non-technical stakeholders. Prepare to demonstrate your ability to simplify complex information and build relationships. Think of examples where you've successfully navigated these conversations.
â¨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to major incidents or service delivery challenges. Practice articulating your thought process and decision-making skills in these scenarios, focusing on how you would drive improvements and ensure customer satisfaction.
â¨Familiarise Yourself with ServiceNow
Since operational knowledge of ServiceNow is crucial, make sure you're comfortable discussing how you've used it in the past. Be prepared to talk about creating reports and dashboards, as well as how you've leveraged the platform to enhance service management processes.
