Senior IT Service Manager

Overview

As IT Service Manager in CDIO at HMRC, you help modernise services by moving from legacy systems to flexible, cloud-based solutions. You’ll influence how live services evolve while improving reliability and user impact in a data-driven, tech-enabled environment. You work on high-volume, mission-critical services and collaborate with cross-functional teams to drive transformation and continuous improvement.

Pay / Benefits

• Flexible and Hybrid Working
• Generous leave starting at 25 days (up to 30)
• Civil Service Pension contributions (Alpha)
• Pension contributions of 28.97% of salary
• Coaching and development
• Family friendly policies

Responsibilities

• Support incident response, change delivery, and service improvement across complex, high-volume services
• Manage governance, risk, and assurance with clear reporting for senior leaders
• Maintain service documentation and manage risks/issues to aid decision making
• Coordinate with suppliers to ensure high availability and performance
• Engage stakeholders at all levels to balance priorities and expectations
• Adapt services through life cycle including implementation, decommissioning, and continuous improvement

Key requirements

• Experience in IT Service Management with risk management, continual improvement, and incident management
• Ability to analyze problems from incidents and understand their impact on information systems
• Understanding of IT service delivery, operation, and decommissioning processes
• Autonomy and resilience in fast-paced, ambiguous environments with competing priorities
• Knowledge of service management tools, methods, procedures, and software
• Stakeholder management across levels and collaboration with external suppliers
• Experience enabling high availability and performance through supplier management
• Structured governance, risk, and assurance practices in a live service environment

• Strong analytical and problem-solving under pressure
• Confident communicator with senior stakeholders (written and verbal)
• Proactive, accountable mindset with focus on service reliability
• IT Service Management (ITSM)
• Incident management and problem management
• Continual service improvement and governance

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