Application closing date: 20th September 2021   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. Job description Mobility and Workplace Services (MWPS) is a key interface between Chief Digital Information Office (CDIO) and the wider HMRC estate.

We innovate, design and build IT services and ensure they are implemented across HMRC at the right time and that they are monitored effectively. We enable/support customers to utilise tools which contributes to HMRC achieving the ambition to become one of the most digitally advanced tax administrations in the world.

We resolve issues (detected and reported) and strive to maintain our high standard of customer service. Our focus is on ensuring consistent and excellent employee experience, putting our customers ‘at the heart of everything we do.

As a Service Manager within User Services, you will be part of a team that manages the Office 365 suite of applications and a number of other key services used across HMRC.

Responsibilities Carry out basic administration of services within the remit of the team including Office 365 (O365) platform (including Teams, SharePoint, Exchange).

Work collaboratively with the Office 365 Senior Service Managers to support Change/Service Request activity across Services the team are responsible for.

Production of metrics using Power BI reports for services within the responsibility of the team.

Work with Projects and colleagues in User Services Evergreen team (Microsoft initiated changes) on live service processes/guidance for changes to services.

Working with the Senior IT service managers on production of Monthly Service performance data.

Maintaining asset/service configuration data.

Work with key stakeholders both within HMRC and external IT suppliers on the progression of issues.

Work with HMRC colleagues where business impacting issues arise, ensuring continuation and availability of our services.

Support Senior Service Managers with incident, change and problem management for services.

Identify opportunities for Continual Service Improvement (CSI).


Essential Criteria -

The successful candidate will either hold an ITIL Foundation certificate or gain this accreditation within 12 months.


Desirable Criteria Knowledge of -

ITIL/IT Service Management · Microsoft Office 365 / O365 Administration functions · Analysis of IT Service performance (e.g incidents/problems/service performance).