Are you passionate about delivering exceptional IT service management?

Are you an expert in ITL framework and best practices for IT Service Management?

Do you have experience in leading and mentoring a team of IT service management professionals?

If this sounds like you, continue reading to find out more about this fantastic opportunity to join HMRC.

HMRC is building a modern, digital tax administration. Our digital transformation programme is ambitious, exciting and award winning. This programme is the envy of other government organisations and it will make HMRC one of the most digitally sophisticated tax authorities in the world.

Now is a fantastic time to start building your career in our exciting, creative and world-class IT team. If you want to learn a lot, help others do the same and be part of delivering public service that makes a real difference, HMRC is a great place to do that.

Enterprise Integration Services (EIS) are at the heart of the HMRC Chief Digital Information Officer (CDIO) group. EIS handle HMRC's core integration/middleware services, taking care of over a billion transactions every year and connecting hundreds of HMRC services.

We provide platforms for delivering Application Programming Interface (API) access to HMRC systems. We also provide artefacts and support for API customers (software developers and other Government Departments) to build and manage authorised software that seamlessly integrates with HMRC digital services.

We use modern open-source products and work in an Agile way to deliver flexible, effective integration solutions.

The EIS Service & Support (S&S) Team manage IT services across platforms and multiple channels, ensuring service availability, performance and process maturity across this landscape.

You will lead a team of IT Service Managers and the focus will be on the Governance and Assurance aspects of Service Management for the integration services and platforms within HMRC, assuring performance and delivering continuous improvement.

You will have a track record of using your own initiative to good effect and making fact-based decisions on service management and support issues. You will have a reputation for achieving the highest performance standards.

You will be a credible, influential and encouraging team-player. You will also be proactive, a confident communicator with good interpersonal skills and a dedication to continuous improvement in self and others.

This is an exciting opportunity if you have recent experience in a similar role and enjoy working in a multifaceted environment. You will have a track record of using your own initiative to good effect and have a reputation for achieving the highest performance standards.

Specific responsibilities will include:

• Strategic leadership and the management of a team of specialists, coaching and mentoring them to improve their development;
• All aspects of IT service management;
• Improving processes, procedures and service performance;  
• Improving reporting and dashboards for service reviews / impacting and live service costs;
• Performance management of EIS services;
• Environments Management, understanding Cloud based costs and cost optimization;
• All aspects of change management;  
• Assisting with the transition of services from existing suppliers.

Essential Criteria

You will need to demonstrate practical knowledge and experience in the following:

• Enterprise-level Live Operations/Service Management (ITIL qualified);
• Improving internal processes, procedures and performance;
• Live support costs / impacts and recharging;
• Strong written and verbal communication.

Desirable Criteria

Ideally, the successful candidate will also demonstrate experience in the following desirable disciplines:

• Familiarity with Service Now
• Present data in dashboards, charts and reports;
• Driving effective delivery of processes and procedures.