Live Digital Services Manager (Hybrid)

HM Revenue & Customs; Worthing; Hybrid; GBP 42,000 - 49,000; Full time

Benefits offered by this job

Flexible working

Civil Service Pension

Generous leave

Job summary

HM Revenue & Customs is seeking a Service Manager to oversee the live operation, performance, and continuous improvement of digital services. You will work across multidisciplinary teams to ensure services remain stable, compliant and delivering value, aligning with business objectives.

You will collaborate with Product Managers, Delivery Managers, architects and operational colleagues, driving improvements based on user insight and data, while supporting governance, risk management, and release

Qualifications

• Proven experience in managing or supporting live digital or IT services, including monitoring performance and reporting on service metrics.
• Strong stakeholder engagement and communication abilities, with experience collaborating in multidisciplinary teams.
• Skilled in leveraging data and metrics to drive improvements in service performance.

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, minimising service disruption.
• Contribute to service lifecycle decisions, including readiness and transition.

Skills

Live service management

Stakeholder engagement

Data-driven improvements

Education

ITIL familiarity

Tools

ITIL4 practices

Job description

HM Revenue & Customs is seeking a Service Manager to oversee the live operation, performance, and continuous improvement of digital services. You will work across multidisciplinary teams to ensure services remain stable, compliant and delivering value, aligning with business objectives.

You will collaborate with Product Managers, Delivery Managers, architects and operational colleagues, driving improvements based on user insight and data, while supporting governance, risk management, and release