IT Service Manager

Details
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Reference number

462719

Salary

£45,544 \- £49,523
A Civil Service Pension with an employer contribution of 28\.97%
GBP

Job grade

Senior Executive Officer### Contract type

Permanent### Business area

HMRC \- CDIO \- CDPO \- Valuation Office Agency### Type of role

Information Technology### Working pattern

Flexible working, Full\-time, Job share, Part\-time### Number of jobs available

2
Contents
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• Location


• About the job


• Benefits


• Things you need to know


• Apply and further information

Location
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Bristol Regional Centre \- 3 Glass Wharf, Edinburgh Regional Centre \- Queen Elizabeth House, Salford \- Trinity Bridge House, Telford \- Plaza 1 and 2, Worthing \- Teville Gate HouseAbout the job
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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 VOA provides digital services and IT support to the Valuation Office Agency (VOA), 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 VOA’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

A Senior 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 VOA 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 VOA, 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

• Govern ITSM processes using ITIL 4 best practices.


• Manage cloud platforms and subscriptions (e.g., Azure, 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 with the ability to collaborate across teams and organisational boundaries.


• Be pragmatic and persuasive with strong negotiation skills.


• Knowledge or experience of Valuation Office (VO) applications, services or business processes, including supporting specialist or bespoke services aligned to VO operational needs.

Essential Criteria

• Experience of working in an IT Service Management or Service Delivery role, contributing to the effective operation of live IT or digital services within a structured service management framework (for example ITIL).


• Working knowledge of either ITIL practices (v3 or v4\) at foundation, with practical experience applying service management processes such as incident management, change management, problem management, service level management and continual service improvement in an operational environment.


• Experience of supporting service availability and performance, working to agreed service levels and key performance indicators, and contributing to the identification and delivery of service improvements.


• Experience of responding to and supporting the resolution of service issues and incidents, including assessing and escalating risks and issues appropriately, and ensuring timely and effective communication with stakeholders.


• Ability to work collaboratively with multi‑disciplinary teams, including technical specialists, product or delivery teams, suppliers and security stakeholders, to support the delivery and continuous improvement of IT services.


• Strong communication and stakeholder engagement skills, with the ability to communicate service information clearly and confidently to both technical and non‑technical audiences.


• An understanding of how digital and IT services support statutory or operational functions.

Transitional Sites Information

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.

For more information on where you might be working, review this information on our locations

These sites are:

• Telford Plaza, Telford \- moving to Parkside Court, Telford


• Trinity Bridge House, Salford \- moving to an alternative office in Manchester/ Salford

You will be given more information about what this means at the job offer stage.

Benefits
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Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
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 HMRChear from our insiders or visit Thinking of joining the Civil Service

Things you need to know
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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 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 qualifications. Your CV should cover up to a maximum of your last 3 roles. The word limit for each role is 100 words. You should outline the key responsibilities and any significant achievements.


• A 750\-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Essential Criteria and Person Specification outlined in the advert.

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. If you do not have the relevant ITIL practices (v3 or v4\) at foundation qualification your application will not progress to full sift.

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, your Experience will be assessed via Experience based questions.

Interviews will take place via video link. Sift and interview dates to be confirmed.

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: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – 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.

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

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