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.
CDPO VO provides digital services and IT support to the Valuation Office (VO), drawing on HMRC's wider digital expertise to ensure our customer receives the right level of service. We build, operate and support both shared HMRC platforms and specialist, bespoke services that are critical to VO's work.
We are looking for people who demonstrate a collaborative and inclusive approach, with a strong ability to communicate clearly and effectively with a wide range of stakeholders. You will take accountability and ownership for your work and be committed to continuous improvement, with the ability to coach, mentor, reflect, and give and receive feedback.
You will be flexible and adaptable, able to work with appropriate urgency in a live service environment, and passionate about keeping the customer at the heart of everything you do.
Job description
An IT Service Manager is responsible for delivering robust service management across multiple platforms, channels and cloud-based services, ensuring service availability, performance and process maturity.
You will oversee the day-to-day operation of CDPO VO key services within a hybrid environment, spanning both cloud and on-premises solutions. This includes building and maintaining strong working relationships with other CDIO teams and third-party suppliers to ensure services are effectively supported and continuously improved.
The role is cross-cutting across CDPO VO, working collaboratively with resolver, development, build, run and maintenance teams. You will also support projects and programmes during service transition and Early Life Support, ensuring new and changed services are operationally ready and can be safely introduced into live service.
Person specification
Key Responsibilities

• Govern ITSM processes using ITIL 4 best practices.
• Manage cloud platforms and subscriptions, for example Azure and AWS.
• Oversee incident and problem management.
• Maintain accurate configuration and asset data.
• Provide change and release governance.
• Monitor performance and report on KPIs.
• Engage stakeholders across service teams.
• Drive continual service improvement initiatives.
• Ensure compliance with security and usage policies.
• Communicate and influence effectively, collaborating across teams and organizational boundaries.
• Be pragmatic and persuasive, with strong negotiation skills.
• Manage and coordinate the VO IT contract portfolio.
• Apply knowledge or experience of Valuation Office applications, services or business processes, including specialist or bespoke services aligned to VO operational needs.

Essential Criteria

• Experience of managing aspects of IT Service Management or Service Delivery, with responsibility for maintaining and improving live IT or digital services within a recognized service management framework, for example ITIL.
• Demonstrable knowledge of ITIL practices and possession of an ITIL v3 or ITIL 4 qualification, together with experience of applying and governing processes such as incident management, problem management, change enablement, service level management and continual improvement.
• Experience of analysing service performance data, identifying trends, risks and opportunities, and using insight to drive service improvements and inform decision-making.
• Experience of managing the coordination and resolution of service issues or incidents, ensuring appropriate escalation, risk management, stakeholder engagement and service restoration.
• Ability to work effectively across multidisciplinary teams, suppliers and business stakeholders to deliver service outcomes, influence priorities and drive continuous improvement.
• Strong stakeholder management, communication and influencing skills, with the ability to explain complex technical concepts and service impacts to diverse audiences.
• Experience of balancing competing priorities, managing risks and making evidence-based decisions to support service performance and business objectives.

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:

• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford
• Telford Plaza, Telford - moving to Parkside Court, Telford

You will be given more information about what this means at the job offer stage.
Qualifications
Relevant ITIL qualification (v3 or v4) at foundation level
Benefits
Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 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, qualifications and previous experiences.
• A 750-word personal statement.Your Personal Statement should be used to describe how your skills and experience from your career reflect the essential criteria of the role, using specific examples from your career were you can.

Further details around what this will entail are listed on the application form.
Prior to applications being sifted candidates will be asked to complete an additional IKM assessment. Candidates will be sent details of the assessment once the advert has closed. This assessment is a pass or fail and only those who pass will be considered at the sift stage.
Sift
In the event of a large number of applications being received, an initial sift may be held on the 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 onExperience 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 ' click apply for full job details