At a Glance
- Tasks: Manage and improve digital services, ensuring they meet user needs and performance goals.
- Company: Join HM Revenue and Customs, a leading UK government organisation.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme.
- Other info: Dynamic work environment with opportunities for growth and collaboration.
- Why this job: Make a real difference in public service while developing your career.
- Qualifications: Experience in managing digital services and strong communication skills required.
The predicted salary is between 45544 - 49523 £ per year.
Location: Edinburgh, UK; Glasgow City, Glasgow, UK; Manchester, UK; Worthing, UK
Salary: 45,544 - 49,523 per year
Employment: Flexible
Category: Management
Posted: 2026-07-31
Valid to: 2026-08-14
Employer: HM Revenue and Customs
Job summary
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 one of the UK's largest government organisations, delivering critical services that support millions of customers and businesses. Our digital services and technology platforms enable the effective collection of revenues that fund public services across the UK.
As a Service Manager, you will play a key role in ensuring that digital services remain secure, resilient, user-focused and aligned to business objectives. You will work across multidisciplinary teams and suppliers to support and improve live services, helping ensure they meet customer needs and performance expectations.
This is an exciting opportunity to join HMRC CDIO Business Tax as a Service Manager, responsible for the live operation, performance, and continuous improvement of digital services.
Working in a multi-disciplinary environment, you will collaborate with Product Managers, Delivery Managers, architects and operational colleagues to ensure services are stable, compliant and delivering value.
You will contribute to the effective running of services across the lifecycle, supporting governance, managing risk, and embedding continuous improvement based on user insight and data.
Key Responsibilities:
- Manage and maintain live service performance, including monitoring KPIs and SLAs.
- Manage incidents, problems, and risks, ensuring timely resolution and mitigation.
- Support service governance and assurance processes.
- Collaborate with product, delivery and technical teams to maintain service quality.
- Engage with stakeholders to ensure alignment with business and policy outcomes.
- Drive continuous improvement using service data and user feedback.
- Support release and change management, minimising service disruption.
- Contribute to service lifecycle decisions, including readiness and transition.
Person specification
Proven experience in managing or supporting live digital or IT services, including handling incidents, risks, and service issues, with familiarity in service management frameworks such as ITIL.
Strong stakeholder engagement and communication abilities, with experience collaborating in multidisciplinary teams.
Skilled in leveraging data and metrics to drive improvements in service performance.
Essential Criteria
Applicants must demonstrate:
- Demonstrated experience in supporting or managing live operational, business, or digital services, including monitoring performance and reporting on service metrics.
- Proven ability to identify, track, and manage risks, issues, and actions, while driving service improvements and operational efficiencies.
- Strong stakeholder engagement and communication skills, alongside collaborative working across multiple teams.
- Skilled in prioritising tasks and consistently delivering outcomes within fast-paced environments.
Desirable Criteria
It would be beneficial if you have:
- Experience in government or regulated sectors, with knowledge of service standards and the service lifecycle.
- Proven ability in continuous improvement and service optimisation, including familiarity with Agile, DevOps, and ITIL4 practices.
- Understanding of modern service management methodologies and approaches within regulated environments.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Communicating and Influencing
- Making Effective Decisions
- Managing a Quality Service
Benefits
Alongside your salary of 45,544, HM Revenue and Customs contributes 13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
Family friendly policies.
Personal support.
Coaching and development.
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