Senior IT Service Manager

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.
Job description
This is a great opportunity to join the Business Service Management Team within Chief Digital Information Office (CDIO) Corporates and HMRC Strategy and Policy Area and help us deliver excellent customer service.
A major part of this role is the responsibility of live service performance of the Government Departments that currently sit on our estate throughout England, Northern Ireland, Scotland, and Wales. Your role will be to update and engage with various CDIO contacts, Suppliers, Government Department key contacts and HMRC Business contacts and improve the existing relationships and process we currently have.
We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.
The IT Service Manager within Business Service Management (BSM) is responsible for the breadth of the live service IT experience of our customers, ensuring that service targets are met or exceeded, and where they are not, driving a culture of Continual Service Improvement from our Delivery Groups (DGs).
Person specification
This role involves working collaboratively to ensure a quality service is provided to all our customers and internal contacts, acting as a trusted partner and representing their interests to the IT community. Taking clear ownership and accountability for issues; being proactive in their approach; able to achieve excellent outcomes and ability to build long term effective relationships with stakeholders of all levels.
As the responsible BSM for the government departments on our estate and those who we share information with, you will quicky identify key contacts via various channels to build successful relationships ensuring both parties are fully engaged on live service issues through to resolution.
Essential Criteria

• A strong background in IT Live Service, with demonstrable experience of Service Management and a good understanding of ITSM processes within an ITIL framework, combined with excellent attention to detail.

• Strong interpersonal and communication skills, with the ability to build effective professional relationships and engage confidently with stakeholders at all levels.

• Ability to manage competing priorities, organise workloads effectively and reprioritise at short notice.

• Strong written communication skills with experience of producing clear well-structured reports that inform stakeholders, address concerns and communicate findings from investigations into underlying issues.

• Willingness and ability to travel occasionally to regional sites across the UK, with approximately 6 to 7 trips per year, subject to reasonable notice.

Desirable Criteria

• ITIL 4 or 5 Qualification.
• Business Engagement qualification.
• Working knowledge of MS Co-Pilot or MS Co. Pilot Agent
• Experience working with Service Now.

Further Location Information
Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a 'Further Location Preferences (optional)' field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.
Leeds Locations
Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC's Moves Adjustment Payment guidance.
Behaviours
We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Communicating and Influencing
• Delivering at Pace

Benefits
Alongside your salary of £47,047, HM Revenue and Customs contributes £13,629 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
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.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
How to Apply
As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history, previous skills and experiences and qualifications.
• A 750-word Personal Statement to demonstrate how you would fit the role with your experience which demonstrates the Essential Criteria.

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV.
At full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview, you will be assessed on Behaviour-based and Experience-based questions.
Interviews will take place via video link. Sift and interview dates to be confirmed.
Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: - Use the subject line to insert appropriate wording for example - 'Please re-open my application - insert vacancy ref & vacancy closing date insert date '.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint . click apply for full job details