Senior IT Service Manager

About the job
Job summary
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Telford Tooling & Automation supports shared live tooling services used by product teams across HMRC, including GitLab, Jenkins, AWX, Nexus, HashiCorp Vault and bastion services.
As Senior IT Service Manager, you will provide end-to-end operational management and service control for CMDG Tooling, a production Technical Service comprising several service offerings and complex internal, supplier and consumer dependencies.
You will ensure that service and support functions remain responsive to customer needs while maintaining service availability, reliability, resilience and performance. You will work with the Product Manager, architect, infrastructure engineers, suppliers, shared-platform teams and service consumers to manage incidents, problems, changes, service risks, performance and continual improvement.
The service is also undergoing modernisation and transition. You will help protect live service while coordinating improvements, legacy-tooling transition and evidence-led decommissioning.
Job description
In this role, you will:

• Own service availability, reliability, resilience, performance and service reporting for CMDG Tooling and its service offerings.
• Ensure that service and support functions remain responsive to customer and service-consumer needs.
• Establish meaningful service measures and use service data, demand trends and customer feedback to identify risks and improvement priorities.
• Participate in major and lower-priority incidents and coordinate problem management, post-incident reviews, root-cause actions and follow-through.
• Maintain the consolidated service-risk, issue and dependency position, ensuring clear ownership and timely escalation.
• Govern the service-management aspects of technical change, including impact, communications, readiness, approvals and closure evidence.
• Maintain relevant Technical Service, Service Offering, support and service-knowledge records.
• Own and deliver a prioritised programme of measurable continual service improvement.
• Coordinate technical teams, suppliers, shared-platform teams and service consumers across complex operational dependencies.
• Support the safe introduction of service improvements and new functionality while protecting the integrity of existing live services.
• Coordinate consumer readiness and service evidence supporting modernisation, legacy transition and controlled decommissioning.
• Provide clear service-performance, risk and decision information to the Product Manager and senior stakeholders.

Person specification
You will be an experienced IT service-management professional who can operate independently across a complex live-service environment.
You will use service information and professional judgement to maintain reliable services, understand customer needs, identify weaknesses and coordinate improvements. You will be comfortable working with engineers, suppliers, service consumers and senior stakeholders while maintaining clear boundaries between service management, product decisions and technical engineering.
You will communicate clearly under operational pressure, provide evidence-based advice and ensure that risks, dependencies and service decisions remain visible and controlled.
Essential Criteria

• Substantial experience of managing complex live IT services, with responsibility for availability, reliability, resilience, performance and customer impact.
• Practical experience of core IT service-management practices, including incident management, problem management, change governance and service-risk management.
• Demonstrable experience of ensuring service and support functions remain responsive to customer needs, using service data, demand trends and feedback to improve support arrangements, communications and outcomes.
• Demonstrable experience of owning and delivering continual service improvements, using performance data, incident and problem trends, customer feedback, risks and technical-health evidence, with clear measures of improvement achieved.
• Experience of coordinating technical teams, suppliers and service consumers across complex dependencies, competing priorities, operational risks and service change.
• Experience of managing services through transition, modernisation or controlled decommissioning, while protecting live-service continuity and customer outcomes.
• Strong senior stakeholder-management and communication skills, including explaining technical service information, performance, risks and decisions clearly to technical and non-technical audiences.
• Experience of maintaining effective service governance and operational knowledge, including service records, ownership information, support arrangements, standards, reporting and assurance evidence.
• ITIL 4 Foundation certification, or a commitment to achieve it within an agreed period following appointment.

Desirable Criteria

• Experience managing shared tooling, platform or cloud-enabled services.
• Experience supporting the modernisation, transition or decommissioning of legacy technology.
• Experience using ServiceNow to manage service, incident, problem, change or catalogue information.
• Experience working in a multi-sourced environment involving internal teams, suppliers and shared-service providers.

Additional Security Information
This role requires the successful candidate to hold or be willing to obtain security check (SC) clearance .
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.
Office closures
For more information on where you might be working, review this information on our locations.
If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
These sites are:

• Lynx House, Portsmouth - moving to an alternative office in Portsmouth

You will be given more information about what this means at the job offer stage.
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.
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
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 and previous experiences. Your job history should be for up to your last 3 roles and be no more than 100 words per role.
• A 750-word personal statement.Your personal statement should show how you meet 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.
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