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- Tasks: Manage IT services to ensure top-notch performance and customer satisfaction.
- Company: Join HMRC, a leader in digital innovation for the UK's tax system.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Why this job: Be part of a transformative mission that impacts millions across the UK.
- Qualifications: Experience in IT service management and strong communication skills required.
- Other info: Dynamic role with opportunities to collaborate and innovate in a critical delivery area.
The predicted salary is between 36000 - 60000 £ per year.
Location: Bristol Regional Centre - 3 Glass Wharf, Cardiff Regional Centre - Ty William Morgan, Edinburgh Regional Centre - Queen Elizabeth House, Leeds Regional Centre - Wellington Place, Liverpool Regional Centre - Water Street, Manchester Regional Centre - Three New Bailey, Newcastle Upon Tyne - Benton Park View, Stratford Regional Centre - Westfield Avenue, Telford - Plaza 1 and 2, Worthing - Teville Gate House. Please note that due to workforce controls, Leeds, Newcastle-Upon-Tyne and Stratford are only available to existing HMRC staff in these locations. HMRC staff based in Reading can also apply to move to Stratford in line with Migration path. HMRC staff based in 100PS can also apply to move to Stratford.
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. HMRC is transforming the UK's tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission. We are building high-quality digital services that will enhance the customer experience, enable real-time interactions, and make tax simpler and more intuitive for everyone. By equipping our colleagues with modern tools and technologies, we are also reshaping how we work - allowing HMRC to focus its resources where they can deliver the greatest impact. CDIO Borders and Trade supports the HMRC Borders and Trade group delivering IT projects that enable HMRC's wider customs strategy and policies. We design, manage and maintain the IT services that support customs and international trade activities. Our team is made up of specialists in delivery, business analysis, engineering, and live service support. We work closely with stakeholders across HMRC to ensure our IT systems meet their needs.
Job Description: A Senior 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 focused on the customer needs and HMRC's priorities. Part of this role is the use of monitoring tools which requires Security Check (SC) clearance level. You should either hold SC Clearance or be willing to obtain this prior to taking up duty.
Person Specification:
- Lead on the management of incidents and problems within this very busy and critical delivery area.
- Be responsible for making sure that business relations within the organisation are managed to enable delivery of IT services.
- Provide governance to ensure that service level agreements and operational level agreements are in place with both external and internal teams.
- Ensure all contractors carry out processes to ITIL standards.
- Collaborate with other IT service functions to make sure that services are maintained.
- Support the day-to-day service delivery of the product.
- Support the planning and schedule the testing and deployment of releases.
- Deliver new functionality required by the business while protecting the integrity of existing services.
Essential Criteria:
- Demonstrable experience of delivering Customer satisfaction and focussed delivery of excellent Customer Service.
- Demonstrable 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.
- Understanding of IT concepts and architectures, and the principles and processes of implementing and delivering IT services.
- Must show an aptitude for analysing and managing problems arising from incidents in the operation of IT systems, understanding the significance of service level agreements.
Senior IT Service Manager - HMRC - SEO in Manchester employer: Manchester Digital
Contact Detail:
Manchester Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Manager - HMRC - SEO in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former HMRC employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Senior IT Service Manager role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by diving deep into HMRC's digital transformation projects. Familiarise yourself with their recent initiatives in Borders and Trade. This shows you're genuinely interested and ready to contribute to their mission.
✨Tip Number 3
Practice your STAR technique for answering competency questions. Think of specific examples from your past roles that highlight your customer service skills, stakeholder management, and problem-solving abilities. We want to see how you've made an impact!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the HMRC team. Good luck!
We think you need these skills to ace Senior IT Service Manager - HMRC - SEO in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior IT Service Manager role. Highlight your experience in service management, customer satisfaction, and stakeholder relationships. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background makes you a perfect fit. Don't forget to mention your understanding of IT concepts and your approach to delivering excellent customer service.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to meet KPIs and SLAs. We love numbers, so if you can quantify your successes, do it! It helps us see the impact you've made in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way to ensure your application gets into the right hands. Plus, you'll find all the info you need about the role and our team!
How to prepare for a job interview at Manchester Digital
✨Know Your ITIL Inside Out
As a Senior IT Service Manager, you'll need to demonstrate a solid understanding of ITIL principles. Brush up on your ITIL knowledge and be ready to discuss how you've applied these concepts in previous roles. Think about specific examples where you improved service delivery or managed incidents effectively.
✨Showcase Your Stakeholder Management Skills
Stakeholder management is key in this role. Prepare to share experiences where you've successfully built relationships with stakeholders. Highlight how you’ve navigated challenges and ensured that their needs were met while delivering IT services.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think through potential incidents you might face in the role and how you would handle them. Be ready to explain your thought process and the steps you would take to resolve issues while maintaining service levels.
✨Demonstrate Customer-Centric Thinking
Customer satisfaction is crucial for HMRC. Prepare to discuss how you've prioritised customer needs in your previous roles. Share specific examples of how you’ve gathered feedback and made improvements to enhance the customer experience in IT service delivery.
