Overview
As a Service Delivery Manager in the Data Platform Service (DPS), you will lead live services within a fast-paced, Agile IT environment. You will manage a portfolio of DPS services, drive continuous service improvement, and act as a trusted escalation and performance reporting point for stakeholders. You’ll collaborate across internal teams and suppliers to ensure service excellence and timely incident resolution. This role offers exposure to state-of-the-art digital delivery and significant impact on government IT services. You will work with cross-functional teams to transition new and changed services into BAU, shaping service outcomes at scale.
Pay / Benefits
- Flexible and Hybrid Working
- Generous leave (25–30 days)
- Civil Service Defined Benefit Pension
- Pension contributions of ~28.97%
- Coaching and development
- Family friendly policies
Responsibilities
- Manage live DPS services and act as SME for live products and services
- Lead major incident management when required and maintain calm under pressure
- Drive continuous service delivery improvement initiatives
- Coordinate with Agile teams and follow ITIL processes for problems and changes
- Monitor service performance, respond to alerts, incidents and issues
- Provide service status updates and management information to senior stakeholders
- Facilitate transition of new/changed services into BAU with stakeholders
- Build strong relationships with customers, suppliers and internal teams to drive service excellence
Key requirements
- Recent experience in IT service management with delivery, support and improvement of IT services
- Practical knowledge of ITIL processes, especially Incident Management and Change Management
- Experience managing or supporting multiple IT services in an ITIL-based environment
- Excellent written and verbal communication with diverse stakeholders
- Experience using ITSM tools for incidents, changes and service performance
- Understanding of SLAs, KPIs and service reporting frameworks
- Proven ability to build relationships with customers, suppliers and internal stakeholders
- Experience working in a multi-disciplinary IT team to deliver service outcomes
- clear communication
- stakeholder management
- collaborative team spirit
- ITIL (v4 preferred) and ITSM tooling
- Incident Management
- Change Management
IT Service Manager 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.
