Annual Package Total = £58,738 - Salary - £45,544+ Pension - circa (STC) - £13,194.
60% Flex/Hybrid working per month from Telford hub.
25 days holiday + 1 day per year in service.
Cycle to work scheme + Family friendly policies +
Retail Discounts, Schemes and free entry
to most Heritage England sites + more.
further guidance on how to craft a competitive application is mentioned at this part.
As a Senior IT Service Manager within Chief Digital Information Office (CDIO), Debt Management and Liabilities, you will possess a deep understanding of IT Service Management, with a primary focus on safeguarding the integrity and continuity of Live Services.
You will deliver targeted assurance on the performance, governance, and compliance of services, ensuring alignment with key performance indicators and ITIL 4 practices. Your role will also involve driving continuous improvement, proactively identifying and mitigating risks to enhance service reliability.
You will serve as a key escalation point for both business and IT stakeholders, ensuring that the expectations of senior leaders within CDIO and Enterprise Live Services (ELS) are consistently met. Ensure operational assurance and governance of IT services, with a strong focus on maintaining high standards of data quality.
Act as a key liaison within Debt Management and Liabilities, building strong stakeholder relationships and developing a deep understanding of CDIO and ELS processes and responsibilities.
Lead the IT Service Management (ITSM) function, ensuring high-quality service delivery and user satisfaction.
Drive continual service improvement (CSI) initiatives using data and feedback.
Ensure compliance with IT governance, risk, and security policies.
Produce regular service performance reports and present to senior leadership.
Manage a consistent end-to-end service portfolio of technical services within a defined service quality framework consisting of value streams and practices, technical health hygiene working with a wide group of stakeholders, and other live service colleagues.
Maintain an up-to-date understanding of the key ITIL 4 practices and any changes to these.
Ensure service data, models, and maps are maintained and controlled within the guidelines set out by Service Catalogue Management and Service Configuration Management.
Ensure delivery teams are prioritising technical health by supporting stakeholders with identifying risks, vulnerabilities, and issues.
Produce reports to clearly demonstrate and communicate compliance and performance.
The role is suitable for an individual with extensive knowledge and experience of IT Service Management within large organisations managing multiple services to multiple customers, specifically in ITSM live services activities (Incident, Change, Problem, Risk Management,) and transition in Live.
Has a broad knowledge and understanding of IT concepts and architectures.
Has the ability for analysing and managing outcomes related to service availability, reliability, resilience, performance, and security.
Can use a range of data and analytical skills to support decision making prioritisation and advice to senior stakeholders on operational live service.
Able to apply service management activities across integrated, or “end-to-end” IT services (reflecting operational support models and user journeys).
ITIL4 foundation (mandatory); Experience working with ServiceNow (IT Service Management).
ITIL Certified at Practitioner / Specialist Level (e.g. If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
Family friendly policies.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service
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Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.