Connecting Talent to opportunity

Connecting Talent to opportunity

Senior IT Services Manager


Job Description:

Locations - Edinburgh, Leeds, Newcastle-upon-Tyne, Telford, Worthing Job description

As a Senior IT service manager, you will provide guidance to multi-disciplined scrum teams to meet or exceed HMRC’s customer and user needs. As the point of contact for senior partners you will balance user needs with technical necessities to safely land changes, prioritise conflicting demands of internal and external customers and manage service issue resolutions.

Using your digital knowledge, agile and service management expertise, you will lead on prioritising the team’s workloads, handling service changes, acting as an escalation route to remove blockers, communicate effectively to positively influence senior stakeholders and collaborate across teams.

You will be expected to:

  • Take responsibility for managing service issues, ensuring any technical solution meet customer needs.
  • Work closely and forge productive working relationships with internal and supplier colleagues, embracing our ‘one team ethos’.
  • Utilise those business, customer and technical relationships to get work done, prioritising where necessary.
  • Manage and prioritise conflicting demands of internal/external customers v backlog items to address user needs.
  • Know and manage the financial and operational cost of your services.
  • Apply effective asset management of your services.
  • Absorb large amounts of information, taking ownership of it, to produce resolutions for incidents and problems.
  • Strive for continual improvement.
Person specification

Essential Criteria:

You will be able to demonstrate the following:

  • Proven live service Agile leadership experience, mentoring/leading scrum teams to ensure efficient delivery.
  • Effective at prioritising and establishing suitable goals for your team.
  • Experience of supporting change, including the impact and management of a budget.
  • Evidence of taking accountability of service issues, owning and resolving them whilst ensuring technical solutions continue to meet user needs.
  • Pragmatic and persuasive with strong negotiation skills to challenge stakeholders for prioritisation activity.


  • Experience of managing internal and external suppliers. ITIL v4

We'll assess you against these behaviours during the selection process:

  • Leadership
  • Delivering at Pace
  • Communicating and Influencing
  • Managing a Quality Service
Technical skills

We'll assess you against these technical skills during the selection process:

  • Proven Agile Live Service Leadership
  • Taking Accountability for service issues
  • Strong Negotiation and prioritisation
  • Effective Prioritisation and establishing goals for team
  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension 
  • Job Type

    Permanent, Full Time

  • Work Authorisation


  • Industry Sector IT & Internet