Location
Telford - Plaza 1 and 2
Edinburgh Regional Centre - Queen Elizabeth House
Manchester Regional Centre - Three New Bailey
About The Team
Our role sits within Enterprise Live Services (ELS), Enterprise Service Management (ESM) which forms part of the Chief Digital & Information Group (CDIO). ELS undertakes assurance and governance of IT services and processes delivered as part of HMRC’s Chief Digital & Information Office (CDIO) Group. Our focus is ensuring a consistent, excellent Customer Experience.
Job Description
You would join a team of existing Service Delivery professionals, who are passionately working towards strategic IT goals and objectives to support HMRC to achieve theirs. With your existing Service Management knowledge and understanding you will immerse yourself in all aspects including having the opportunity to collaborate to continue the ongoing success of CDIO.
Responsibilities Include
* The primary focus is through governing the ITSM processes and driving ITIL® best practice is to protect the services consumed by our customers.
* Support the resolution of Major Incidents and chair a post incident review to capture and drive actions and improvements with the operational delivery teams to stop re‑occurrence.
* Own, support and drive data quality, data mapping underpinning the processes consumed by all areas of delivery.
* Support improvements with CMDB data quality and Service Catalogue processes and act as a liaison between ITIL 4 practice managers and CDIO Service Management.
* Monitor and assure the delivery team’s performance against KPI’s, driving a culture of continual improvements through chairing monthly delivery reviews.
* Provide quality‑assurance and approval at changes boards and in addition to being involved with gaining an understanding and supporting the introduction of new services through projects and programmes.
* Undertake trend analysis and create service reports to drive improvement decisions.
* Own customer IT escalations & complex incidents supporting, co‑ordinating, chairing joint calls through to resolution and customer satisfaction.
Person Specification
An Ideal Candidate Will
* Be a credible, influential, and encouraging team‑player: Someone who is self‑motivated, a confident communicator with excellent interpersonal skills and a proven dedication to continuous improvement in self and others.
* Be accountable for the operational assurance and governance of IT services & associated data quality.
* Be a point of contact within Service Management, establish strong relationships with stakeholders and will develop a good understanding of the CDIO & Enterprise Live Services processes and accountabilities.
Essential Criteria
* A background in IT with demonstrable experience in Service Management, have meticulous attention to detail and an understanding of ITSM Processes within an ITIL 4 framework.
* Strong interpersonal skills and a proven ability to communicate effectively at all levels.
* Experience in establishing professional relationships with a range of stakeholders at all levels.
Desirable Criteria
* Ability to simplify complex / technical information by using appropriate and accessible language for non‑technical audiences.
* Understand data models and have a logical approach on how to successfully implement.
* An operational knowledge of ServiceNow with ability to create reports and dashboards.
* Awareness of the Live‑Service Lifecycle, from design, through transition into Live and then ongoing support.
* An understanding of how IT can be used to support and add‑value to the business.
* Experience in developing and governing Data Principles, Policies, Standards, Processes and/ or Procedures.
* Managing services in a digital environment by Agile & DevOps and an understanding of differing project management methodologies; Agile vs Waterfall.
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