IT Service Delivery Manager — DPS Live Services

Manchester Digital; Manchester; On-site; GBP 50,000 - 75,000; Full time

Job summary

HMRC is recruiting a Service Delivery Manager to lead the Live Service Team for the DPS portfolio. You will ensure high quality IT services, manage incidents, and coordinate changes in line with ITIL practices, working with internal teams, suppliers and business partners.

Join a fast-paced, collaborative environment within the Chief Digital & Information Office (CDIO) and help shape continuous service improvement across multiple DPS services while maintaining strong relationships with

Qualifications

• Recent experience in an IT service management role
• Strong knowledge of ITIL processes, especially Incident and Change Management
• Experience delivering and supporting multiple IT services in an ITIL environment
• Excellent verbal and written communication with technical and non-technical stakeholders
• Experience using IT service management tools to manage incidents, changes, requests and service performance
• Understanding of SLAs, KPIs and service reporting frameworks
• Ability to build and maintain relationships with customers, suppliers and internal teams
• Experience working in cross-functional IT teams to deliver service outcomes

Responsibilities

• Support the Lead Service Delivery Manager in continuous service improvement of IT services.
• Manage a portfolio of DPS services and provide expert support to business stakeholders.
• Provide day-to-day leadership and guidance to the Live Service Team.
• Monitor service performance and respond to alerts, incidents and issues to minimise impact.
• Escalate and coordinate resolution of incidents and problems.
• Produce service performance and management information reports for decision making.
• Collaborate with stakeholders to transition new/changed services into BAU support.

Skills

ITIL

Incident Management

Change Management

SLA/KPI management

ITSM tools

Stakeholder management

Communications skills

Team leadership

Tools

ITSM tools

Job description

HMRC is recruiting a Service Delivery Manager to lead the Live Service Team for the DPS portfolio. You will ensure high quality IT services, manage incidents, and coordinate changes in line with ITIL practices, working with internal teams, suppliers and business partners.

Join a fast-paced, collaborative environment within the Chief Digital & Information Office (CDIO) and help shape continuous service improvement across multiple DPS services while maintaining strong relationships with