Senior IT Service Manager

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Contract – Until end of March 2026, with possibility of extension.

Location – Based at the nearest HMRC regional offices, primary office location is Telford.

We are looking for a candidate with knowledge of ITIL4 frameworks, customer focused with the ability to build long‑lasting relationships with stakeholders.

You will be part of one of the largest public sector organisations in the UK, with a commitment to achieving our digital transformation goals to provide better services to the public and to create a digital tax system that is simpler, clearer and faster. We are looking for people like you to help us deliver on this mission.

Responsibilities

• Work within IT Service Level Agreements.
• Support functions and remain responsive to customer needs, being aware of the business needs and impact on service.
• Highlight and elevate issues and risks as appropriate to Service Management leads.
• Ensure all technical change is communicated and managed, with appropriate governance.

Person specification

You will be working in the Service Management Team within Enterprise Cloud Services where you will work closely with Architects, Product Owners, Analysts, Security and Supplier Managers, supporting the Service Owners in performance of their duties, instilling industry‑standard best practices within the team.

You’ll play a key part in ensuring the Service can be delivered effectively, ensuring availability, performance and process maturity across the technical landscape.

As the Senior IT Service Manager you will support the tasks for service management across our Public Cloud platforms and products.

This role encapsulates the IT Service Manager responsibilities for Platform and Product based delivery. The role will be focused on delivering a service that meets all SLAs in place for the services in a defined area including all associated KPIs, alongside taking accountability for the Service Management functions.

Key experience and skills

• Experience in an IT Service Management/Service Delivery Management role.
• Experience and understanding of operational processes involved in running and maintaining a Digital product or service, in an IT service management framework (e.g., ITIL v4) context.
• Experience of engaging and communicating information to various stakeholders across the business.
• Experience of delivering operational / service improvements.
• Experience of building and managing third parties to deliver services / products.
• Experience of managing Incidents, Problems & Change management.
• Experience of working in a cloud development team and be able to demonstrate a good understanding of cloud technologies, principles, and methodologies.
• Experience of agile working practices and principles – in particular, working closely with or within a product team to lead on the service.
• Good understanding of CI/CD principles.

Qualifications

Missing specific qualifications, but keep placeholder.

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