Head of IT Service Management - Bristol

About the job

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.

Have you got the skills and experience to set the vision and strategy for service management, within a large complex organisation? If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.

The Team

HMRC is made up of Customer Groups which are working independently towards one common goal. This role sits within HMRC's Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our Live Service teams mitigate operation risks and respond to incidents as well as coordinating, planning, testing and implementing releases.

CDIO values and empowers the growth of its people and offers the "CDIO University". This is a one stop shop for all things learning and development. The comprehensive offer encompassing academic, personal and career related opportunity and learning, ensuring all receive a consistent approach to technical learning. This includes access to subject matter experts, technical learning, professional communities, academies, apprenticeships, talent schemes as well as providing, delivering, encouraging and supporting activities for personal growth and wellbeing.

The Role

As Head of IT Service Management, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. You will lead a team ensuring adequate resources and capacity and represent the IT service management function at a senior level and act as an escalation point for business stakeholders.

Person specification

• Be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services.
• Lead and direct teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.
• Make sure all contractors carry out processes to ITIL standards.
• Management of Live Service contract.
• Liaise with all other IT service functions to make sure that services are maintained.
• Manage the day-to-day Live Services including incident, risk and problem management, continuous improvement and continuous development.
• Plan and schedule the testing and deployment of releases.
• Deliver new functionality required by the business while protecting the integrity of existing services.
• Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.
• Demonstrate outstanding communication skills with substantial experience in dealing with internal and external users.
• Demonstrate competence in evaluating and assimilating stakeholders' policy and framework.
• Have the ability to lead teams of staff successfully, when handling complex or high impact problems.
• Have substantial experience of dealing with users, specialists and service providers and are skilled in conducting meetings and team management.

Essential Criteria

• Has had previous involvement in the stages of the development life cycle, including risk management, and service management activities.
• Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services.
• Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems.
• Has general awareness of the nature of business-critical incidents, and of their implications for the business.
• Is thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service.
• Has a comprehensive understanding of the selection and use of monitoring tools and an extensive understanding of relevant financial principles and procedures including cross charging both internal and external to the organisation.

Desirable Criteria

• ITIL v4 certification (or willingness to work towards).
• Working knowledge of HMRC Directorates & Business Units, preferably Business Taxes/Corporation Tax.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together
• Changing and Improving
• Communicating and Influencing

Benefits

Alongside your salary of 58,541, HM Revenue and Customs contributes 16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. 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 HMRC hear from our insiders or visit Thinking of joining the Civil Service.