Connecting Talent to opportunity

Connecting Talent to opportunity

IT Service Manager (DataOps Analyst)


Job Description:

Location Leeds, Manchester, Telford   Job summary

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. 

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.
This is a positive time to join an organisation that probably doesn’t work how you’d imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it!

We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.

HMRC has one of the UK’s largest IT estates ranging from ‘state of the art’ data analytics platforms to complex legacy systems. The breadth, variety and complexity of these systems and the business processes they support are on a scale rarely seen in other global organisations. With the right people on-board, we will deliver some of the most exciting technological change programmes ever undertaken in the UK.

This is a great opportunity to join a growing and fast paced delivery team within HMRC’s Data Platform Service Delivery Group as a DataOps Analyst.


Job description

Our Data Operations analysts work in small, focused teams, delivering quality user experience-led solutions for our customers. We are truly Agile and this is reflected in the co-location of our product owners with the delivery teams, our small iterative releases, modern development techniques and our culture of openness, participation and ownership.

You will be expected to:

  • Support service delivery and service improvements.
  • Take ownership of service issues.
  • Have excellent communication and stakeholder management skills.
  • Assist in alerting, reporting and monitoring of live services.
  • Report against SLA and KPI’s, produce timely, accurate management information.
  • Proactively engage with major incident management.
  • Assist with continuous service delivery improvement initiatives.
  • Confident working in an Agile environment.
  • Doesn't have a hierarchical mind set but enjoys being part of a flat culture.
  • Contribute to organisational development by involving yourself and others in co-curricular activities like 'lunch and learns'.
  • Be enthusiastic about sharing and receiving constructive feedback with your team members.
  • Own ITIL functions such as running Change Boards, Problem Management, Reporting etc as required.
  • Provide guidance and training on processes eg. Change management.

The Team:

The Data Platform Services Group is building an engineering capability to help run, maintain, and evolve its strategic Data Analytics platforms and services.
We are at the heart of HMRC’s ambitious digital transformation and cutting-edge innovation. The team was set up just over 3 years ago in response to HMRC's desire to take control of building and running its critical data capabilities in complex and multi-sourced environments. This is a fantastic time to get involved and join us on our mission.

The Data Platform Services Delivery Group provides cradle to grave services supporting agile project delivery and provides live service support to all analytical services, including HMRC’s next generation data analytics platform. The Delivery Group has grown significantly over the last 24 months from little over a dozen people to nearly 200 people, but the Delivery Group is yet to see its biggest growth in 21/22, driven by a maturing operating model, increased demands for services, and a focus on building internal capability.


  • Monitor service performance and respond appropriately to alerts.
  • Trend service performance, assist with capacity management and longer term planning, data analysis and presentation.
  • Assist Service Delivery and DevOps functions, ensure key processes are adhered to and efficiently handled.
  • Be subject matter experts in HMRC Service Management processes such as Incident, Problem & Change.
  • Clearly capture detail and communicate issues concisely.
  • Provide status communications to Service Delivery Managers.
  • Manage twice weekly Data Platform Services change review.
  • Organise and facilitate patching of DPS servers.
  • System Admin responsibilities.
  • Work within and across multiple Product orientated delivery (POD) teams.
Person specification

Essential Criteria

  • Exposure of varied ITIL disciplines – especially Incident, Problem & Change.
  • ITIL knowledge and understanding.
  • Proficient with MS Office, Service Management toolsets (Assyst or Service Now).
  • Travel to other locations may be required.

Desirable Criteria:

  • 3 years’ experience in Service Analyst Role.
  • ITIL V3 Certified.