Connecting Talent to opportunity

Connecting Talent to opportunity

Senior IT Service Manager


Job Description:

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 are going through an exciting time as we undertake a major transformation to modernise our organisation and deliver even better services for our customers. We are embracing new technology to deliver cutting-edge digital services, to make our jobs easier and to make us feel more connected. We can only achieve this with the help and support of our people.

We offer challenging, interesting work and fulfilling, rewarding careers. We're working hard to make sure that we include people regardless of difference and that each and every colleague in HMRC works in a fully inclusive environment, where they feel respected and safe to speak up if they need to. This is a key priority for HMRC, and it's everyone's responsibility to contribute to it.

Our purpose

HM Revenue and Customs (HMRC) is one of the UK’s largest organisations, with around 66,000 employees, collecting over £605 billion in tax revenue.

At HMRC we are committed to helping our customers get their tax right. By making it easy for people to get tax right, hard for them to get it wrong and robustly tackling those who cheat the system, we run a fair and effective tax system, collecting the money for the UK’s public services, and giving financial support to people. Job description A Senior IT Service Manager is responsible for service management across platforms, multiple channels, and services to ensure service availability, performance, and process maturity across this landscape. Responsibilities • Lead and develop a team of service managers and analysts, role modelling HMRC behaviours and values.

• Being an enabler of change, working across suppliers to ensure service change is fully understood and impacted.

• You will be responsible for a mix of legacy and digital front facing services, ensuring the successful end to end journey of HMRC customers.

• You will be responsible for your assets including hardware, software, licenses, and certificates ensuring value for money and identifying savings opportunities.

• Building an understanding of services and maintain relevant documentation.

• Working with and managing multiple suppliers and their provision of data to support services.

• Ensure service performance meets SLAs, take actions to address noncompliance of commercial targets.

• Drive reduction of problems and incidents to ensure optimum service performance.

• Support development of service roadmaps ensuring they comply with business and CDIO strategy.

• Proactively manage service reliability, resilience, and security

Essential criteria:

• Has had previous involvement in one of the stages of the development life cycle or in a service management support activity .

• Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems.

• Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software, and services in use for delivering information services.

• Has good communication and presentation skills. Has the ability to make appropriate technical decisions, initiating action to resolve operational problems.

• Demonstrates above average communication skills with an aptitude for dealing with users, colleagues, and suppliers.