Connecting Talent to opportunity

Connecting Talent to opportunity

IT Service Manager


Job Description:

This role is also available in Southend-on-Sea Closing date for applications: 26th October 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.

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 an exciting time to join an organisation that probably doesn’t work how you’d envisage 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.

Chief Digital and Information Office (CDIO) set the technology direction for HMRC and deliver the high-level design for all IT solutions. We build and run HMRC IT services along with providing IT change and operational support.

The Customs Borders and International Delivery Group (CB & I) are responsible for the end to end service management and development of over 100 separate services from the generation of Trade Statistics, to the administration of Customs and Excise duties. Job description A Senior IT Service Manager, within CB&I is accountable for service management across platforms and multiple channels to ensure availability, performance and process maturity across this landscape.

You will be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services and be a champion for the end customer.

You will work in partnership with teams across IT service operations, HMRC partners and external Trade customers, to deliver a service seeking for operational excellence.

Responsibilities As a Senior IT service manager, you will:
• Be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services
• Represent the Technology team to the partners across the various platforms through regular communication and training sessions.
• Provide cover and assistance for the other leaders when required.
• Own and maintain the overall Service Catalogue.
• Lead and develop teams to make sure that service level agreements and operational level agreements are in place with both external and internal teams
• Ensure all contractors carry out processes to ITIL standards
• Collaborate with other IT service functions to make sure that services are maintained
• Lead the day to day service delivery of the product
• Plan and schedule the testing and deployment of releases
• Deliver new functionality required by the business while protecting the integrity of existing services
• Ensure service asset and configuration items are controlled, and that accurate and reliable information about these assets is available when needed
You will be dynamic and proactive, able to navigate through areas of ambiguity/challenge and work well with a range of partners.

You will be able to work using your own initiative, making decisions on service management issues, sometimes with limited information, or work within a team environment.

You will have experience, or some understanding of service management and have a good understanding of incident; problem; change release and configuration management, and of how services are run within HMRC.

Essential Criteria:
You must be able to demonstrate experience and knowledge of:
• Involvement in one of the stages of the development life cycle and/or in a service management support activity.
• Meticulous attention to detail along with the ability to be a highly effective communicator.
• Excellent social skills, with an aptitude for dealing with users, colleagues, customers and suppliers.
• The ability and confidence to make appropriate technical decisions, initiating action to resolve operational problems.
• Handling and dealing with problems arising from incidents in the operation of information systems.

Desirable Criteria:
Ideally you will also have:
• A good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services.
• Familiarity with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services.
• Experience of using ITIL Framework processes to run IT Services.