It Service Manager

Description:

The IT Service Manager is an essential role within the Guidance Development Team. The main duties include organising the day to day running of our products and services including the Guidance Platform and other Services maintained whilst controlling Live Service Incidents & Service Now processes, whilst engaging with stakeholders to obtain requirements, user testing and deployment of releases whilst ensuring all applications conform with WCAG standards, as well as supporting/coaching team members & colleagues.

You will be leading and managing our teams IT service staff while we go through supplier changes and a host of other transformational activity, whilst ensuring the services we deliver and support to both internal and external customers continuously improve.

HMRC is building a modern, digital tax administration whilst running the biggest digital operation in Government to help support our customers more efficiently. Within CDIO Customer Services Group, Benefits & Credits IT team delivers critical services to help support our customers more efficiently. Within CDIO Customer Services Group, Benefits & Credits IT team delivers critical services to UK Customers including Child Benefit, Childcare Services, Help to Save and Tax Credits.

We are redefining our IT and building trusted, modern taxation systems fit for the challenges and opportunities of the 21st Century, and we want you to be part of the great team we are building to deliver these systems.

Person specification

The IT Service Manager role tasks include:

• 
  Working with multiple suppliers to ensure service change is fully understood and impacted.
• Ensuring service requirements are fully considered and implemented in projects.
• Ensuring changes are safe and successful, causing no business impact.
• Being responsible for the management of all IT assets, for example certificate renewal, ensuring applications conform to patching policies and service data is documented accurately.
• Building an understanding of services and maintain relevant documentation.
• Supervising the resolution of problems and major incidents.

Essential Criteria:

• Previous experience of managing an IT service.
• Working with stakeholders at all levels, including senior business and IT Leaders.
• Clear risk management and operational problem-solving skills in an IT environment.
• Communicate and influence effectively with the ability to collaborate across teams and organisational boundaries.
• Be pragmatic and persuasive with strong negotiation skills.

Desirable Criteria:

• Experience or qualifications in Service Management Experience or Awareness of digital services, and Agile and/or ‘Waterfall’ delivery would be beneficial.
• Experience of Service Now.
• IT Service Management experience.
• IT qualification(s) such as ITIL 4.