Senior IT Service Manager - HMRC - SEO

Manchester Digital; Manchester; On-site; GBP 65,000 - 85,000; Full time

Job summary

HMRC is seeking an IT Service Manager within CDIO to help modernise services and move from legacy systems to flexible, cloud-based solutions. You will work in a data-led, technology-driven environment, with exposure to automation and new ways of working.

You will support incident response, change delivery and service improvement across complex, high-volume services, engaging with stakeholders to ensure reliability and user impact while operating in a dynamic, transformation-focused team.

Qualifications

• Experience in IT Service Management Function, incl. risk, continual improvement, incident mgmt and impact.
• Ability to analyse and manage problems arising from incidents in operations.
• Understanding principles and processes of implementing, delivering and decommissioning IT services.
• Autonomy and resilience in ambiguous, fast-paced settings, prioritising services and stakeholders.
• Experience of managing stakeholders at all levels and aligning roles/responsibilities.
• Experience of governance, risk and assurance, reporting, and providing clear management information to leaders.

Responsibilities

• Support incident response, change delivery and service improvement across high-volume services.
• Contribute to live service evolution while maintaining reliability and performance.
• Collaborate with suppliers to ensure high availability and robust service delivery.

Skills

Analytical thinking

Problem solving

Stakeholder mgmt

Senior stakeholder comms

Autonomy under pressure

ITSM experience

Legacy to cloud

Job description

Location

Bristol, Cardiff, East Kilbride, Edinburgh, Glasgow, Leeds, Manchester, Telford, Worthing

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.

As an IT Service Manager within CDIO, you will be working on services that are actively being modernised, including moving away from legacy systems towards more flexible, cloud-based solutions. There is real opportunity to be involved in improving live services while they are evolving, not just maintaining them. The environment is increasingly data-led and technology-driven, giving you exposure to modern tools, automation, and new ways of working.

You’ll gain experience in complex, high-volume services (like Corporation Tax) that have a direct impact on HMRC operations. CDIO offers the chance to develop service management skills in a large-scale, nationally critical environment.

You’ll be part of a culture that encourages continuous improvement, innovation, and learning as transformation progresses.

Job Description

Working as part of the Business Tax team, you will operate within CDIO’s Live Service function, supporting incident response, change delivery, and service improvement activities across complex, high-volume services.

Person specification

• Strong analytical and problem solving skills, especially under operational pressure.
• Confidence engaging at senior stakeholder level, including clear written and verbal communication.
• A proactive, accountable mindset with a focus on service reliability and user impact.
• Ability to operate effectively in environments with legacy technology, complex dependencies and external suppliers.

Essential Criteria

• Experience working in an IT Service Management Function, in particular practical knowledge of managing risks, continual improvement, incident management including business critical issues, and understanding their impact.
• Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems.
• Experience of understanding the principles and processes of implementing, delivering and decommissioning of IT services.
• Ability to work with a high degree of autonomy and resilience, under ambiguous and fast paced circumstances, with the ability to manage the priorities of services, stakeholders and suppliers.
• Shows experience of understanding services and products, and the tools, methods, procedures, equipment and software used in the operation and management of the service.
• Experience of managing stakeholders at all levels, clear understanding of roles and responsibilities within a service management function. Dealing with competing priorities, resource constraints, and managing expectations.
• Experience of using your expertise to manage your services through suppliers enabling high availability and performance.
• Demonstrable experience of applying structured governance, risk and assurance, reporting practices, within a live service and delivery environment. Including maintaining service documentation, managing risks and issues, producing clear management information, and supporting senior leaders in effective decision making across service, delivery and commercial stakeholders.

Desirable Criteria

• ITIL v4 certification (or willingness to work towards).