Overview
In this role, you will help shape HMRC’s Service Catalogue across a large IT operations landscape. You’ll ensure data completeness, quality, and governance to support consistent customer experience and strategic digital goals. Working with cross-functional stakeholders, you will drive improvements to catalogue records and documentation, enabling effective audits and ongoing service delivery. This is a hands-on, collaborative opportunity to advance ITIL4 practices within a leading public sector IT organization.
Pay / Benefits
- Civil Service Pension scheme
- Flexible and Hybrid Working policies
- Generous leave starting at 25 days
- Alpha pension contributions
- Coaching and development
- Employee support programs
Responsibilities
- Maintain completeness, correctness, and compliance of service catalogue data
- Review and approve new or changed service catalogue records per standards
- Support audit and compliance activities requiring catalogue data
- Coordinate with stakeholders to drive improvements ensuring catalogue meets organisational needs
- Serve as primary operational contact for catalogue updates and queries
- Perform trend analysis to identify data gaps, duplicates, or inconsistencies and track remediation
- Create and manage knowledge articles to ensure user guidance is accessible
- Balance user requirements with CSDM framework and operational needs to support HMRC’s digital services
Key requirements
- Experience governing Service Catalogue data
- Experience with IT Service Management processes
- Operational knowledge of using ServiceNow
- Strong stakeholder management, communication, and influencing skills
- Ability to analyse data quality issues and drive continual improvement
- Understanding of CMDB concepts and service relationships
- ITIL4 Foundation certification or strong ITSM experience in ITIL4 environment
- team player
- effective communicator
- relationship builder
- ServiceNow
- ITIL4 practices
- CMDB concepts
Senior IT Service Manager (Service Catalogue Manager) in Worthing 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.
