Senior IT Service Manager

HM REVENUE & CUSTOMS; Worthing; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A government agency in the United Kingdom seeks a Senior IT Service Manager to oversee IT service governance and alignment with ITIL practices. The role involves managing stakeholder relationships, ensuring the performance of IT services, and driving continuous improvements. Candidates should possess ITIL4 certifications and experience managing multiple IT services within large organizations. The position offers a salary of £45,544 plus government pension contributions, with flexible working arrangements available.

Benefits

Generous pension contributions

Flexible working arrangements

25-30 days of annual leave

Family-friendly policies

Coaching and development support

Qualifications

• Extensive knowledge and experience of IT Service Management in large organizations.
• Ability to communicate effectively with senior management.
• Strong knowledge of ITIL4 principles.

Responsibilities

• Ensure governance of IT services and high data quality.
• Lead the ITSM function for quality service delivery.
• Manage vendor relationships and compliance with policies.

Skills

IT Service Management

Stakeholder Relationship Management

Continuous Improvement

Risk Management

Team Leadership

Education

ITIL4 Foundation Certification

ITIL4 Practitioner/Specialist Certification

Tools

ServiceNow

Job description

As a Senior IT Service Manager within Chief Digital Information Office (CDIO), Debt Management and Liabilities, you will possess a deep understanding of IT Service Management, with a primary focus on safeguarding the integrity and continuity of Live Services. You will deliver targeted assurance on the performance, governance, and compliance of services, ensuring alignment with key performance indicators and ITIL 4 practices. Your role will also involve driving continuous improvement, proactively identifying and mitigating risks to enhance service reliability. In addition, you will champion the vision and strategic direction of service management, ensuring that processes are clearly defined, effectively owned, and continuously matured to support evolving business objectives. You will serve as a key escalation point for both business and IT stakeholders, ensuring that the expectations of senior leaders within CDIO and Enterprise Live Services (ELS) are consistently met. Clear and accessible communication will be essential, using terminology that resonates with both technical and non-technical audiences.,

• Ensure operational assurance and governance of IT services, with a strong focus on maintaining high standards of data quality.
• Act as a key liaison within Debt Management and Liabilities, building strong stakeholder relationships and developing a deep understanding of CDIO and ELS processes and responsibilities.
• Lead the IT Service Management (ITSM) function, ensuring high-quality service delivery and user satisfaction.
• Oversee incident, problem, change, and request management processes.
• Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs).
• Collaborate with stakeholders to understand service requirements and ensure alignment with business goals.
• Manage vendor relationships and third-party service providers.
• Drive continual service improvement (CSI) initiatives using data and feedback.
• Ensure compliance with IT governance, risk, and security policies.
• Produce regular service performance reports and present to senior leadership.

Person Specification

• Build and develop trusted relationships across CDIO including Product & Platform senior stakeholders.
• Manage a consistent end-to-end service portfolio of technical services within a defined service quality framework consisting of value streams and practices, technical health hygiene working with a wide group of stakeholders, and other live service colleagues.
• Maintain an up-to-date understanding of the key ITIL 4 practices and any changes to these.
• Ensure service data, models, and maps are maintained and controlled within the guidelines set out by Service Catalogue Management and Service Configuration Management.
• A focus on continually improving services for business outcomes.
• Support the introduction of new functionality while protecting the integrity of existing services.
• Ensure delivery teams are prioritising technical health by supporting stakeholders with identifying risks, vulnerabilities, and issues.
• Produce reports to clearly demonstrate and communicate compliance and performance.
• 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. The role is suitable for an individual with extensive knowledge and experience of IT Service Management within large organisations managing multiple services to multiple customers, specifically in ITSM live services activities (Incident, Change, Problem, Risk Management,) and transition in Live.
• Experienced in developing and maintaining effective relationships with key stakeholders (including suppliers) and working collaboratively in a cross‑functional environment including the ability to effectively influence.
• Has the experience and ability to communicate effectively up to Senior Management including a strong background in documentation creation/review.
• Has a broad knowledge and understanding of IT concepts and architectures.
• Has the ability for analysing and managing outcomes related to service availability, reliability, resilience, performance, and security.
• Has strong knowledge of ITIL4 within large organisations with a disaggregated supply chain.
• Can use a range of data and analytical skills to support decision making prioritisation and advice to senior stakeholders on operational live service.
• Able to apply service management activities across integrated, or "end‑to‑end" IT services (reflecting operational support models and user journeys).
• ITIL4 foundation (mandatory); Practitioner / Specialist Certification ITIL4 (preferred).
• Experience working with ServiceNow (IT Service Management).
• Experience with service management information and reporting toolsets.
• ITIL Certified at Practitioner / Specialist Level (e.g. ITIL4 Create Deliver Support).

Benefits

• Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
• HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
• Pension – We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.