Live Digital Services Manager

HM Revenue & Customs; Manchester; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Civil Service Pension

Flexible / Hybrid working

Leave allowance 25–30 days

Coaching and development

Job summary

HM Revenue & Customs is seeking a Service Manager to oversee the live operation, performance, and continual improvement of digital services. You will work with Product Managers, Delivery Managers, architects and operational colleagues to ensure services are stable, compliant and delivering value.

You will contribute to governance, risk management and the use of metrics and user insight to drive improvements, while supporting release and change activities to minimise disruption.

Qualifications

• Experience in supporting or managing live digital or IT services, including monitoring performance and reporting on service metrics.
• Strong stakeholder engagement and communication skills across multidisciplinary teams.
• Familiarity with service management frameworks such as ITIL4 and ITIL.

Responsibilities

• Manage and maintain live service performance, including monitoring KPIs and SLAs.
• Manage incidents, problems and risks, ensuring timely resolution and mitigation.
• Support service governance and assurance processes.
• Collaborate with product, delivery and technical teams to maintain service quality.
• Engage with stakeholders to ensure alignment with business and policy outcomes.
• Drive continuous improvement using service data and user feedback.
• Support release and change management, minimizing service disruption.
• Contribute to service lifecycle decisions, including readiness and transition.

Skills

Incident management

Risk management

Stakeholder communication

Data-driven improvements

Job description

HM Revenue & Customs is seeking a Service Manager to oversee the live operation, performance, and continual improvement of digital services. You will work with Product Managers, Delivery Managers, architects and operational colleagues to ensure services are stable, compliant and delivering value.

You will contribute to governance, risk management and the use of metrics and user insight to drive improvements, while supporting release and change activities to minimise disruption.