At a Glance
- Tasks: Lead IT service management and ensure top-notch service delivery across platforms.
- 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 career progression opportunities in a supportive team.
- Why this job: Make a real impact in a collaborative environment while developing your skills.
- Qualifications: Experience in IT Service Management and strong communication skills required.
The predicted salary is between 45544 - 45544 £ per year.
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.
CDPO VOA provides digital services and IT support to the Valuation Office Agency (VOA), drawing on HMRC's wider digital expertise to ensure our customer receives the right level of service. We build, operate and support both shared HMRC platforms and specialist, bespoke services that are critical to VOA's work.
We are looking for people who demonstrate a collaborative and inclusive approach, with a strong ability to communicate clearly and effectively with a wide range of stakeholders. You will take accountability and ownership for your work and be committed to continuous improvement, with the ability to coach, mentor, reflect, and give and receive feedback. You will be flexible and adaptable, able to work with appropriate urgency in a live service environment, and passionate about keeping the customer at the heart of everything you do.
A Senior IT Service Manager is responsible for delivering robust service management across multiple platforms, channels and cloud-based services, ensuring service availability, performance and process maturity. You will oversee the day-to-day operation of CDPO VOA key services within a hybrid environment, spanning both cloud and on-premises solutions. This includes building and maintaining strong working relationships with other CDIO teams and third-party suppliers to ensure services are effectively supported and continuously improved.
The role is cross-cutting across CDPO VOA, working collaboratively with resolver, development, build, run and maintenance teams. You will also support projects and programmes during service transition and Early Life Support, ensuring new and changed services are operationally ready and can be safely introduced into live service.
Person specification
- Govern ITSM processes using ITIL 4 best practices.
- Manage cloud platforms and subscriptions (e.g., Azure, AWS).
- Oversee incident and problem management.
- Maintain accurate configuration and asset data.
- Provide change and release governance.
- Monitor performance and report on KPIs.
- Engage stakeholders across service teams.
- Drive continual service improvement initiatives.
- Ensure compliance with security and usage policies.
- Communicate and influence effectively with the ability to collaborate across teams and organisational boundaries.
- Be pragmatic and persuasive with strong negotiation skills.
- Knowledge or experience of Valuation Office (VO) applications, services or business processes, including supporting specialist or bespoke services aligned to VO operational needs.
Essential Criteria
- Experience of working in an IT Service Management or Service Delivery role, contributing to the effective operation of live IT or digital services within a structured service management framework (for example ITIL).
- Working knowledge of either ITIL practices (v3 or v4) at foundation, with practical experience applying service management processes such as incident management, change management, problem management, service level management and continual service improvement in an operational environment.
- Experience of supporting service availability and performance, working to agreed service levels and key performance indicators, and contributing to the identification and delivery of service improvements.
- Experience of responding to and supporting the resolution of service issues and incidents, including assessing and escalating risks and issues appropriately, and ensuring timely and effective communication with stakeholders.
- Ability to work collaboratively with multidisciplinary teams, including technical specialists, product or delivery teams, suppliers and security stakeholders, to support the delivery and continuous improvement of IT services.
- Strong communication and stakeholder engagement skills, with the ability to communicate service information clearly and confidently to both technical and non-technical audiences.
- An understanding of how digital and IT services support statutory or operational functions.
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.
IT Service Manager - Bristol Regional Centre - 3 Glass Wharf employer: HMRC
At HMRC, we pride ourselves on being an exceptional employer, offering a collaborative and inclusive work culture that prioritises employee growth and development. Located in the vibrant Bristol Regional Centre, our IT Service Manager role provides opportunities for flexible and hybrid working arrangements, generous leave allowances, and a commitment to continuous improvement, ensuring that you can thrive both personally and professionally while making a meaningful impact in public service.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Manager - Bristol Regional Centre - 3 Glass Wharf
✨Tip Number 1
Network like a pro! Reach out to current or former employees at HMRC on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. Personal connections can give you insights that you won't find anywhere else.
✨Tip Number 2
Prepare for those competency-based questions! Think of specific examples from your past roles that showcase your skills in IT Service Management, especially around incident management and stakeholder engagement. We want to hear your stories!
✨Tip Number 3
Practice makes perfect! Set up mock interviews with friends or family. This will help you get comfortable talking about your experience and answering questions clearly. Plus, it’s a great way to refine your communication skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll find all the latest job openings there, so keep checking back for new opportunities!
We think you need these skills to ace IT Service Manager - Bristol Regional Centre - 3 Glass Wharf
Some tips for your application 🫡
Craft a Stellar CV:Your CV is your first impression, so make it count! Keep it concise and focused on your last three roles, highlighting key responsibilities and achievements. Remember, we want to see how your experience aligns with the IT Service Manager role.
Nail Your Personal Statement:This is your chance to shine! Use the 750-word limit to showcase how your skills and experiences meet the essential criteria. Be specific and relate your past experiences to the job description – we love a good story!
Be Honest and Authentic:We value integrity, so make sure everything you include in your application is true to your own experiences. Avoid using AI-generated content or copying from others; we want to hear your unique voice and perspective.
Apply Through Our Website:To ensure your application gets the attention it deserves, apply directly through our website. It’s straightforward and helps us keep track of all applications efficiently. Plus, you’ll be one step closer to joining our awesome team!
How to prepare for a job interview at HMRC
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL practices, especially v3 and v4. Be ready to discuss how you've applied these principles in real-world scenarios, particularly in incident and change management. This will show that you not only understand the theory but can also implement it effectively.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've engaged with various stakeholders in past roles. Highlight your ability to communicate complex IT concepts clearly to both technical and non-technical audiences. This is crucial for the IT Service Manager role, so be ready to demonstrate your collaborative approach.
✨Demonstrate Continuous Improvement Mindset
Think of specific instances where you've driven service improvements or optimised processes. Be prepared to discuss how you assess performance against KPIs and what steps you took to enhance service delivery. This will illustrate your commitment to ongoing development and excellence.
✨Be Ready for Scenario-Based Questions
Expect experience-based questions that require you to think on your feet. Practice responding to hypothetical situations related to service management challenges. This will help you articulate your problem-solving skills and adaptability in a live service environment.
