Senior IT Service Manager - BristolAbout the jobJob summaryDiscover 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.Are you looking to make an impact in an exciting IT Service Manager role?Do you have a solid background in Public Cloud platforms & products, stakeholder management and an eye for detail when it comes to developing IT processes?If so, then this could be the perfect role for you!We are looking for a candidate with knowledge of ITIL4 frameworks, customer focused with the ability to build long-lasting relationships with stakeholders.You will be part of one of the largest public sector organisations in the UK, with a commitment to achieving our digital transformation goals to provide better services to the public and to create a digital tax system that\\\'s simpler, clearer and faster. We are looking for people like you to help us deliver on this mission!Travel to other locations will be required for this role. The primary office location for this role is Telford, other base locations are available where travel to Telford once a month is required.Job descriptionResponsibilities:Work within IT Service Level Agreements.Support functions and remain responsive to customer needs, being aware of the business needs and impact on service.Highlight and escalate issues and risks as appropriate to Service Management leads.Ensure all technical change is communicated and managed, with appropriate governance.Identify improvement opportunities.Stakeholder management engagement.Person specificationYou will be working in the Service Management Team within Enterprise Cloud Services where you will work closely with Architects, Product Owners, Analysts, Security and Supplier Managers, supporting the Service Owners in performance of their duties, instilling industry-standard best practises within the team.You\\\'ll play a key part in ensuring the Service can be delivered effectively, ensuring availability, performance and process maturity across the technical landscape.As the Senior IT Service Manager you will support the tasks for service management across our Public Cloud platforms and products.This role encapsulates the IT Service Manager responsibilities for Platform and Product based delivery. The role will be focused on delivering a service that meets all SLAs in place for the services in a defined area including all associated KPIs, alongside taking accountability for the Service Management functions.The primary office location for this role is Telford, other base locations are available where travel to Telford once a month is required.Essential Criteria:Experience in a IT Service Management/Service Delivery Management role.Experience and understanding of operational processes involved in running and maintaining a Digital product or service, in an IT service management framework (e.g., ITIL v4) context.Experience of engaging and communicating information to various stakeholders across the business.Experience of delivering operational / service improvements.Experience of building and managing third parties to deliver services / products.Experience of managing Incidents, Problems & Change management.ITIL4 Foundation qualification.Desirable Criteria:Experience of working in a cloud development team and be able to demonstrate a good understanding of cloud technologies, principles, and methodologies.Experience of agile working practices and principles - in particular, working closely with or within a product team to lead on the service.Good understanding of CI/CD principles.AWS Certified Cloud Practitioner qualification.Microsoft Certified: Azure Fundamentals qualification.QualificationsITIL4 Foundation qualificationBenefitsAlongside your salary of £44,110, HM Revenue and Customs contributes £12,778 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 HMRC hear from our insiders or visit Thinking of joining the Civil ServiceThings you need to knowSelection process detailsHow 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 skills/duties within your career, including any qualifications relevant to the role.A 500-word personal statement to outline how your skills and experience match the specification detailed in the job description and the essential criteria.Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at sift or interview. Further details around what this will entail are listed on the application form. We acknowledge that AI can assist you in your application. Find our guidelines here. Sift A sift of all applications will be performed after the vacancy closing date.At 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 interviews will be based on the skills and experience outlined within the Job Specification and suitability for the role. You will also be assessed against the Essential Criteria. 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. We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - \\\'Please re-open my application - 393815 & vacancy closing date 12/03/2025\\\'.To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.Reserve ListA reserve list may be held for up to 6 months from which further appointments may be made for the same or similar roles - if this applies to you, we\\\'ll let you know via your Civil Service Jobs account.Merit List After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location. Criminal Record CheckApplications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.Reasonable AdjustmentsWe want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. If you need a change to be made so that you can make your application, you should: Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs. Complete the \\\"Assistance required\\\" section in the \\\"Additional requirements\\\" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you\\\'re deaf, a Language Service Professional.Additional Security Information Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.Important information for existing HMRC contractual homeworkers: Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.Terms and Conditions Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.Questions relating to an individual application must be emailed as detailed later in this advert.Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant\\\'s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.New entrants will join on the minimum of the pay band.Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.If you experience accessibility problems with any attachments on this advert, please contact the email address in the \\\'Contact point for applicants\\\' section.Feedback will only be provided if you attend an interview or assessment.SecuritySuccessful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirementsThis job is broadly open to the following groups: 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 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil ServiceThe Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission\\\'s recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.Diversity and InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).