Base pay range

60% Flex/Hybrid working per month from Salford hub.

25 days holiday + 1 day per year in service.

Cycle to work scheme + Family friendly policies + Personal support + Upskilling.

Retail Discounts, Schemes and free entry to most Heritage England sites + more.

Role closes 11:55pm Friday 14/11/25

About the Roles

As a Senior IT Service Manager within Chief Digital Information Office (CDIO), Debt Management and Liabilities, you will possess a deep understanding of IT Service Management, with a primary focus on safeguarding the integrity and continuity of Live Services.

You will deliver targeted assurance on the performance, governance, and compliance of services, ensuring alignment with key performance indicators and ITIL 4 practices. Your role will also involve driving continuous improvement, proactively identifying and mitigating risks to enhance service reliability.

In addition, you will champion the vision and strategic direction of service management, ensuring that processes are clearly defined, effectively owned, and continuously matured to support evolving business objectives.

You will serve as a key escalation point for both business and IT stakeholders, ensuring that the expectations of senior leaders within CDIO and Enterprise Live Services (ELS) are consistently met. Clear and accessible communication will be essential, using terminology that resonates with both technical and non‑technical audiences.

An ideal candidate will be a credible, influential, and encouraging team‑player: Someone who is self‑motivated, a confident communicator with excellent interpersonal skills and a proven dedication to continuous improvement in self and others.

Job Description

• Ensure operational assurance and governance of IT services, with a strong focus on maintaining high standards of data quality.
• Act as a key liaison within Debt Management and Liabilities, building strong stakeholder relationships and developing a deep understanding of CDIO and ELS processes and responsibilities.
• Lead the IT Service Management (ITSM) function, ensuring high‑quality service delivery and user satisfaction.
• Oversee incident, problem, change, and request management processes.
• Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs).
• Collaborate with stakeholders to understand service requirements and ensure alignment with business goals.
• Manage vendor relationships and third‑party service providers.
• Drive continual service improvement (CSI) initiatives using data and feedback.
• Ensure compliance with IT governance, risk, and security policies.
• Produce regular service performance reports and present to senior leadership.

Person Specification

• Build and develop trusted relationships across CDIO including Product & Platform senior stakeholders.
• Manage a consistent end‑to‑end service portfolio of technical services within a defined service quality framework consisting of value streams and practices.
• Maintain an up‑to‑date understanding of the key ITIL 4 practices and any changes to these.
• Ensure service data, models, and maps are maintained and controlled within the guidelines set out by Service Catalogue Management and Service Configuration Management.
• Focus on continually improving services for business outcomes.
• Support the introduction of new functionality while protecting the integrity of existing services.
• Prioritise technical health by supporting stakeholders with identifying risks, vulnerabilities, and issues.
• Produce reports to clearly demonstrate and communicate compliance and performance.
• Experience in managing multiple services to multiple customers, especially in ITSM live services activities (Incident, Change, Problem, Risk Management) and transition in Live.
• Maintain effective relationships with key stakeholders (including suppliers) and influence cross‑functional teams.
• Communicate effectively up to Senior Management, including strong documentation reviews.
• Broad knowledge of IT concepts and architectures.
• Analytical skills for managing outcomes related to service availability, reliability, resilience, performance, and security.
• Strong knowledge of ITIL 4 in large organisations.
• Use data and analytical skills to support decision‑making, prioritisation and advice to senior stakeholders on operational live service.
• Apply service management activities across integrated, or “end‑to‑end” IT services.
• Experience with ServiceNow and related service management information tools.

Transitional Sites Information

When you apply, keep in mind that the following sites are temporary. Future relocations may be required to align with HMRC’s location strategy.

• Benton Park View, Newcastle – moving to Pilgrims Quarter, Newcastle.
• Telford Plaza, Telford – moving to Parkside Court, Telford.

Salary and Benefits

Alongside a salary of £45,544, HM Revenue & Customs contributes £13,194 toward your membership of the Civil Service Defined Benefit Pension scheme.

• 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.
• Flexible and Hybrid Working policies to balance work and personal commitments.
• Generous leave allowance, starting at 25 days and increasing by one day for each year of qualifying service up to a maximum of 30 days.

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.
• A 750‑word Personal Statement that describes how your skills and experience suit the advertised role, referencing the Essential Criteria and Person Specification as outlined in the advert.
• Optional Desirable Criteria (up to 250 words). These are not essential but may be considered if candidates have the same score on interview.

All information provided must be truthful, factually accurate and sourced from your own experience. Applications containing plagiarised content may be withdrawn and internal candidates may face disciplinary action. See our candidate guidance for more information on appropriate and inappropriate use.