Overview
As IT Service Manager in CDIO at HMRC, you help modernise services by moving from legacy systems to flexible, cloud-based solutions. You’ll influence how live services evolve while improving reliability and user impact in a data-driven, tech-enabled environment. You work on high-volume, mission-critical services and collaborate with cross-functional teams to drive transformation and continuous improvement.
Pay / Benefits
- Flexible and Hybrid Working
- Generous leave starting at 25 days (up to 30)
- Civil Service Pension contributions (Alpha)
- Pension contributions of 28.97% of salary
- Coaching and development
- Family friendly policies
Responsibilities
- Support incident response, change delivery, and service improvement across complex, high-volume services
- Manage governance, risk, and assurance with clear reporting for senior leaders
- Maintain service documentation and manage risks/issues to aid decision making
- Coordinate with suppliers to ensure high availability and performance
- Engage stakeholders at all levels to balance priorities and expectations
- Adapt services through life cycle including implementation, decommissioning, and continuous improvement
Key requirements
- Experience in IT Service Management with risk management, continual improvement, and incident management
- Ability to analyze problems from incidents and understand their impact on information systems
- Understanding of IT service delivery, operation, and decommissioning processes
- Autonomy and resilience in fast-paced, ambiguous environments with competing priorities
- Knowledge of service management tools, methods, procedures, and software
- Stakeholder management across levels and collaboration with external suppliers
- Experience enabling high availability and performance through supplier management
- Structured governance, risk, and assurance practices in a live service environment
- Strong analytical and problem-solving under pressure
- Confident communicator with senior stakeholders (written and verbal)
- Proactive, accountable mindset with focus on service reliability
- IT Service Management (ITSM)
- Incident management and problem management
- Continual service improvement and governance
Senior IT Service Manager in Glasgow employer: United Kingdom Government
At HM Revenue and Customs, we pride ourselves on being an exceptional employer that fosters a culture of inclusivity, collaboration, and continuous professional development. As a Senior Business Analyst, you will have the opportunity to lead transformative projects in a dynamic environment while benefiting from flexible working arrangements and a commitment to employee growth. With a focus on meaningful work and a supportive team atmosphere across various UK locations, HMRC is dedicated to helping you thrive in your career.
