Senior IT Service Manager - Newcastle Upon Tyne - Benton Park View
16 hours ago
Newcastle upon Tyne
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. 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., • Build and develop a 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, technical health hygiene working with a wide group of stakeholders, and other live service colleagues., • 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., • A focus on continually improving services for business outcomes., • Support the introduction of new functionality while protecting the integrity of existing services., • Ensure delivery teams are prioritising technical health by supporting stakeholders with identifying risks, vulnerabilities, and issues., • The role is suitable for an individual with extensive knowledge and experience of IT Service Management within large organisations managing multiple services to multiple customers, specifically in ITSM live services activities (Incident, Change, Problem, Risk Management,) and transition in Live., • Has the experience and ability to communicate effectively up to Senior Management including a strong background in documentation creation/review., • Has a broad knowledge and understanding of IT concepts and architectures., • Has the ability for analysing and managing outcomes related to service availability, reliability, resilience, performance, and security., • Has strong knowledge of ITIL4 within large organisations with a disaggregated supply chain., • Can use a range of data and analytical skills to support decision making prioritisation and advice to senior stakeholders on operational live service., • ITIL4 foundation (mandatory); Practitioner / Specialist Certification ITIL4 (preferred)., • Experience working with ServiceNow (IT Service Management)., • Experience with service management information and reporting toolsets., • Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle., • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary., • Family friendly policies., • Personal support., • A name-blind CV including your job history and previous experiences., • UK nationals, • nationals of the Republic of Ireland, • nationals of Commonwealth countries who have the right to work in the UK, • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window), • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS), • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020