IT Service Manager - HMRC - HEO

Manchester Digital; Manchester; On-site; GBP 52,000 - 72,000; Full time

Job summary

HMRC, part of the CDIO Group, is building high-quality digital services. An IT Service Manager in Borders & Trade oversees service across platforms to ensure availability and performance, defining SLAs/OLAs and guiding a multi-sourced team for operational excellence.

You will work with IT service operations, HMRC partners and external traders to drive continual service improvement and stakeholder engagement across multiple locations.

Qualifications

• Experience delivering customer-focused IT services.
• Understanding IT architectures and service management principles.
• Ability to analyze problems from incidents within IT operations.
• Working knowledge of ITIL processes and standards.
• Identify process optimisation opportunities and take initiative.

Responsibilities

• Oversee service management across platforms to ensure availability and performance.
• Define SLAs and OLAs for multiple business functions and manage a multi-sourced service team.
• Collaborate with IT service operations, HMRC partners and external traders to deliver operational excellence.
• Ensure reporting, governance and continual service improvement across the service delivery function.

Skills

Customer satisfaction

IT service management

Stakeholder management

ITIL awareness

Problem management

Communication skills

Tools

ITIL

Job description

Location

• Cardiff Regional Centre - Ty William Morgan


• Leeds Regional Centre - Wellington Place


• Manchester Regional Centre - Three New Bailey


• Telford - Plaza 1 and 2

About The Job

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

HMRC is transforming the UK’s tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission.

We are building high-quality digital services that will enhance the customer experience, enable real-time interactions, and make tax simpler and more intuitive for everyone. By equipping our colleagues with modern tools and technologies, we are also reshaping how we work — allowing HMRC to focus its resources where they can deliver the greatest impact.

CDIO Borders and Trade supports the HMRC Borders andTrade group delivering IT projects that enable HMRC’s wider customs strategy and policies. We design, manage and maintain the IT services that support customs and international trade activities.

Our team is made up of specialists in delivery, business analysis, engineering, and live service support. We work closely with stakeholders across HMRC to ensure our IT systems meet their needs.

Job Description

An IT Service Manager in Borders & Trade (B&T) is responsible for service management across platforms and multiple channels to ensure availability, performance and process maturity across this landscape.

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.

You will be responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions. Managing a fully functioning multi-sourced service support team with a customer-centric support approach. These activities will be across multiple locations, focussed on service availability and performance.

You Will Ensure

• All service and support functions remain responsive to HMRC business and external traders need.


• The service catalogue and wider IT service operations knowledge library is maintained.


• Adequate reporting and service standards are met for their specific service.


• All technical change is communicated and managed, with appropriate governance.


• That a programme of continual service improvement is put in place across the wider service delivery function.

Person specification

• Be responsible for making sure that business relations within the organisation are managed to enable delivery of B&T services.


• Lead and direct teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.


• Make sure all contractors carry out processes to ITIL standards.


• Liaise with all other IT service functions to make sure that services are maintained.


• Manage the day-to-day delivery of the product.


• Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.


• Work with Service Owners and projects to ensure projects transition into live service is effective and timely.

Essential Criteria

• Demonstrable experience of delivering Customer satisfaction and focussed delivery of excellent Customer Service, within an IT environment.


• Experience of IT concepts and architectures, and the principles and processes of implementing and delivering IT services.


• Ability to show aptitude for analysing and managing problems arising from incidents in the operation of information systems, specifically around problem and incident management.


• Working knowledge of ITIL Processes and Standards.


• Ability to identify process optimisation opportunities and contribute to the implementation of proposed solutions, being able to take initiative and work independently.


• Clear understanding and experience of Stakeholder management and the development of strong stakeholder relationships.


• Good communication skills with an aptitude for dealing with users, colleagues and suppliers from both a technical and non-technical background.