IT Service Manager - Newcastle Upon Tyne - Benton Park View

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. At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government. With our 50 million customers at the heart of everything we do the scope and impact of our work is limitless.

Within CDIO Chief Digital Product Office, the Finance & Corporate Services team delivers critical services to UK Customers including support of HMRC's critical Banking, Finance, Debt Management and Corporate IT services. We are transforming our IT and building trusted, modern taxation systems fit for the challenges and opportunities of the 21st Century.

Working closely with business stakeholders, contractors, and suppliers - the aim of the role is to manage the IT services that we provide to our customers both internal and external users.

This is a critical role supporting the management of our IT services. Working with multiple IT suppliers, you will be responsible for service performance, customer and supplier relationships, service transition, risk management and continuous improvement on a day to day basis. You will support our Service management team while we go through supplier changes and a host of other transformational activity, whilst ensuring the services we provide to both internal and external customers continuously improves.

The Ideal Candidate:

You will have excellent interpersonal skills and experience in working closely with a wide range of stakeholders to understand, influence and help manage our IT services ensuring it provides the right outcomes to our customers. You will be a credible, knowledgeable, enthusiastic, and supportive leader demonstrating strong communication skills.

Responsibilities

• Work with multiple suppliers to ensure service change is fully understood and impacted.
• Ensure service requirements are fully considered and implemented in projects.
• Ensure changes are safe and successful, causing no business impact.
• Build an understanding of services and maintain relevant documentation.
• Manage the resolution of problems and major incidents.
• Complete trending and analysis of incident, change and problem.
• Maintain and regularly update the Risk and Continuous Improvement Registers, ensuring risks, mitigations, and improvement actions are accurately recorded and reviewed.

Essential Criteria:

• Previous experience of managing an IT service.
• Ability to liaise with stakeholders at all levels, including senior business and IT Leaders.
• Clear risk management and operational problem-solving skills in an IT environment.
• Communicate and influence effectively with the ability to collaborate across teams and organisational boundaries.
• Be pragmatic and persuasive with strong negotiation skills.
• Ability to proactively complete trending analysis and suggest appropriate follow on actions.

Desirable Criteria:

• Experience or qualifications in Service Management.
• Experience or Awareness of digital services, and Agile and/or 'Waterfall' delivery would be beneficial.
• IT Service Management experience.
• IT qualification(s) such as; ITIL4 or 5.
• Experience in using ITSM tooling, such as ServiceNow.

Benefits

Alongside your salary of 37,682, HM Revenue and Customs contributes 10,916 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.