At a Glance
- Tasks: Lead IT service management and ensure top-notch service delivery at HMRC.
- Company: Join HMRC, a dynamic workplace focused on growth and belonging.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme.
- Other info: Great opportunities for personal development and career progression.
- Why this job: Make a real impact in public service while developing your career.
- Qualifications: Experience in IT service management and strong communication skills required.
The predicted salary is between 45544 - 45544 £ per year.
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.
As a Senior IT Service Manager within Chief Digital Information Office (CDIO), Customer Record Management (CRM) Team, you will possess a deep understanding of IT Service Management, with a primary focus on safeguarding the integrity and continuity of Live Services. You will deliver targeted assurance on the performance, governance, and compliance of services, ensuring alignment with key performance indicators and ITIL 4 practices. Your role will also involve driving continuous improvement, proactively identifying and mitigating risks to enhance service reliability. In addition, you will champion the vision and strategic direction of service management, ensuring that processes are clearly defined, effectively owned, and continuously matured to support evolving business objectives. You will serve as a key escalation point for both business and IT stakeholders, ensuring that the expectations of senior leaders within CDIO. Clear and accessible communication will be essential, using terminology that resonates with both technical and non-technical audiences.
An ideal candidate will be a credible, influential, and encouraging team-player: Someone who is self-motivated, a confident communicator with excellent interpersonal skills and a proven dedication to continuous improvement in self and others.
Job description
- Ensure operational assurance and governance of IT services, with a strong focus on maintaining high standards of data quality.
- Act as a key liaison within Customer Record Management, building strong stakeholder relationships and developing a deep understanding of CDIO and Enterprise Live Service processes and responsibilities.
- Coordinate, manage and drive regular technology platform upgrades to maintain evergreen strategy.
- Oversee incident, problem, change, and request management processes in a DevOps environment.
- Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs).
- Manage vendor relationships and third-party service providers.
- Drive continual service improvement (CSI) initiatives using data and feedback.
- Ensure compliance with IT governance, risk, and security policies.
- Produce regular service performance reports and present to senior leadership.
Person specification Responsibilities:
- Build and develop trusted relationships across CDIO including Product & Platform senior stakeholders.
- Manage a consistent end-to-end service portfolio of technical services within a defined service quality framework consisting of value streams and practices, technical health hygiene working with a wide group of stakeholders, and other live service colleagues.
- Maintain an up-to-date understanding of the key ITIL 4 practices and any changes to these.
- Ensure service data, models, and maps are maintained and controlled within the guidelines set out by Service Catalogue Management and Service Configuration Management.
- A focus on continually improving services for business outcomes.
- Support the introduction of new functionality in a DevOps environment while protecting the integrity of existing services.
- Ensure delivery teams are prioritising technical health by supporting stakeholders with identifying risks, vulnerabilities, and issues.
- Produce reports to clearly demonstrate and communicate compliance and performance.
- Work with projects and programmes to feed in requirements and SME knowledge from a live service perspective.
Essential Criteria:
- The role is suitable for an individual with extensive knowledge and experience of IT Service Management within large organisations managing multiple services to multiple customers, specifically in ITSM live services activities (Incident, Change, Problem, Risk Management,) and transition in Live.
- Experienced in developing and maintaining effective relationships with key stakeholders (including suppliers) and working collaboratively in a cross-functional environment including the ability to effectively influence.
- Has the experience and ability to communicate effectively up to Senior Management including a strong background in documentation creation/review.
- Has a broad knowledge and understanding of IT concepts and architectures, particularly DevOps, Cloud Technologies and Platform as a Service (PaaS) and Software as a service (SaaS) principles.
- Has the ability for analysing and managing outcomes related to service availability, reliability, resilience, performance, and security.
- Has strong knowledge of ITIL4 within large organisations with a disaggregated supply chain.
- Can use a range of data and analytical skills to support decision making prioritisation and advice to senior stakeholders on operational live service.
- Able to apply service management activities across integrated, or "end-to-end" IT services (reflecting operational support models and user journeys).
Desirable Criteria:
- ITIL4 foundation; Practitioner / Specialist Certification ITIL4.
- Experience working with ServiceNow (IT Service Management).
- Experience with service management information and reporting toolsets.
- Experience of DevOps and Agile ways of working.
- ITIL Certified at Practitioner / Specialist Level (e.g. ITIL4 Create Deliver Support).
Benefits
- 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.
- HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.
- 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.
Service Manager - Edinburgh employer: HMRC
HMRC is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where innovation and collaboration thrive. With flexible and hybrid working policies, generous leave allowances, and a commitment to continuous improvement, employees can achieve a healthy work-life balance while contributing to meaningful public service. Located in Birmingham's vibrant Arena Central, this role as an Operating Model Manager provides the opportunity to lead impactful change within a large organisation, making a real difference in how technology services are delivered.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager - Edinburgh
✨Join the IT Consultancy Buzz
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Create a personal project or case study relevant to the challenges HMRC might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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✨Direct Apply to HMRC
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We think you need these skills to ace Service Manager - Edinburgh
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at HMRC.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at HMRC. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at HMRC
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
