Head of IT Service Management - HMRC - G7 in East Kilbride

Location: Birmingham, Bristol, Cardiff, Edinburgh, East Kilbride, Glasgow, Leeds, Liverpool, Manchester, Newcastle-Upon-Tyne, Portsmouth, Preston, Telford, Worthing.

Please note that due to workforce controls, Birmingham, Cardiff, Glasgow, Newcastle-Upon-Tyne, Portsmouth and Preston are only available to existing HMRC staff in these locations.

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.

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, 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.

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.

Responsibilities:

• 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.

Person specification:

• Demonstrates outstanding communication skills with substantial experience in dealing with internal and external users.
• Demonstrates competence in evaluating and assimilating stakeholders' policy and framework.
• Has the ability to lead teams of staff successfully, when handling complex or high impact problems.
• Has substantial experience of dealing with users, specialists and service providers and is skilled in conducting meetings and team management.
• 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.
• ITIL v4 certification (or willingness to work towards).
• Working knowledge of HMRC Directorates & Business Units, preferably Business Taxes/Corporation Tax.