At a Glance
- Tasks: Manage IT services to ensure top-notch performance and customer satisfaction.
- Company: Join HMRC, a leading organisation focused on operational excellence.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Opportunities for growth and a chance to make a real impact.
- Why this job: Be part of a dynamic team improving IT services for traders and businesses.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 56250 - 68750 £ per year.
Location: Leeds Regional Centre - Wellington Place, Manchester Regional Centre - Three New Bailey, Telford - Plaza 1 and 2, Nottingham Regional Centre - Unity Square. Please note, due to workforce controls, Nottingham is only available to existing HMRC employees already based in this location.
An IT Service Manager in Borders & Trade is responsible for service management across platforms and multiple channels to ensure availability, performance and process maturity across this landscape. You will work in partnership with teams across IT service operations, HMRC partners and external Trade customers, to deliver a service seeking operational excellence. You will be responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions, managing a fully functioning multi-sourced service support team with a customer-centric support approach. These activities will be across multiple locations, focused on service availability and performance.
You Will Make Sure:
- All service and support functions remain responsive to HMRC business and external traders' needs.
- The service catalogue and wider IT service operations knowledge library is maintained.
- Adequate reporting and service standards are met for their specific service.
- All technical change is communicated and managed, with appropriate governance.
- A programme of continual service improvement is put in place across the wider service delivery function.
Person specification:
- Be responsible for making sure that business relations within the organisation are managed to enable delivery of B&T services.
- Lead and direct teams to ensure that SLAs and OLAs are in place with both external and internal teams.
- Ensure all contractors carry out processes to ITIL standards.
- Liaise with all other IT service functions to ensure that services are maintained.
- Manage the day-to-day delivery of the product.
- Ensure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.
- Work with Service Owners and projects to ensure projects transition into live service is effective and timely.
Essential Criteria:
- Demonstrable experience of delivering customer satisfaction and focused delivery of excellent customer service.
- Proven track record of delivering strong KPI performance and managing delivery towards defined SLAs.
- Clear understanding of stakeholder management and the development of strong stakeholder relationships.
- Good communication skills with an aptitude for dealing with users, colleagues and suppliers from both a technical and non-technical background.
- Understanding of IT concepts and architectures, and the principles and processes of implementing and delivering IT services.
- Ability to identify process optimisation opportunities and contribute to the implementation of proposed solutions.
- Aptitude for analysing and managing problems arising from incidents in the operation of information systems, understanding the significance of service level agreements and the customer environment.
Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form will not be considered. Please be aware that you cannot change your location preference after submitting your application.
If your location preference is for the following site, it’s important to note that this is not a long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
This Site Is: Telford Plaza, Telford - moving to Parkside Court, Telford. You will be given more information about what this means at the job offer stage. Leeds Location Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.
IT Service Manager - HMRC - HEO in Manchester employer: Manchester Digital
At Manchester Digital, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. As a Chief Software Engineering Leader, you will not only lead a talented team but also enjoy flexible working arrangements, competitive pension contributions, and generous annual leave that grows with your tenure, making it an ideal environment for personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Manager - HMRC - HEO in Manchester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Manchester Digital values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges Manchester Digital 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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We think you need these skills to ace IT Service Manager - HMRC - HEO in Manchester
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 Manchester Digital.
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 Manchester Digital. 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 Manchester Digital
✨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.
