Head of IT Service Management

3 weeks ago

Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

**Details**:
**Reference number**:

- 272670**Salary**:

- £52,598 - £59,294- New entrants to the Civil Service will join on the minimum of the salary range.**Job grade**:

- Grade 7**Contract type**:

- Permanent**Business area**:

- HMRC - CDIO - Customs, Borders and International - CDIO Borders and Trade**Type of role**:

- Digital
- Information Technology**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bristol, Cardiff, Edinburgh, Leeds, Manchester, Newcastle-upon-Tyne, Telford, WorthingAbout the job

**Job summary**:
At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, following the Chancellor’s latest strategy. Our digital programme is multi-award winning and the envy of other government organisations.

This is an exciting time to join an organisation that probably does not work how you would imagine a government organisation would.

We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.

Chief Digital and Information Office (CDIO) set the technology direction for HMRC and deliver the high-level design for all IT solutions. We are responsible for building and running HMRC IT services along with providing IT change and operational support.

The Borders and Trade Delivery Group are responsible for the end-to-end service management and development of over 140 separate services from the generation of Trade Statistics to the administration of Customs and Excise duties.

**Job description**:
As a Service Owner you will be accountable for the quality of the service.

This is an exciting and challenging role where you will operate at scale and provide the connection between multidisciplinary business areas and partners.

You will adopt a portfolio view, managing end-to-end services which include multiple products and channels.

You will own a budget and allocate funding to areas of the service based on your decisions about priorities. Ultimately you are responsible for the successful operation, quality, and continuous improvement of the service.

**Person specification**:
**Responsibilities**:
As a Service owner, you will:
Make sure the necessary business processes are followed.

Participate in the governance of the service, including acting as a point of escalation for the delivery teams.

Communicate the benefits and performance of their service.

**Essential Criteria**:

- Thinks logically and focuses on key issues
- Experience of presenting to large groups, stakeholders and different audiences
- Is able to master new concepts quickly
- Is commercially aware
- Is able to demonstrate a range of Development or Service provision skills
- Has participated at a senior level in several development projects or similar audit projects - including project management and leadership skills
- Has a thorough knowledge of how to make and sustain a business case (the benefits that will be delivered, the investment cost and the risks involved)
- Demonstrates sound practical knowledge of associated technical disciplines e.g. process re-design, systems development and service delivery
- Uses high level of technical understanding to interpret technical issues for the business and sustain credibility with IT
- Has a sound, broad knowledge of IT and an excellent understanding of how the technical specialism relates to other areas of IT and how it impacts on other business functions
- Has a good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services.

**Desirable Criteria**:

- Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services
- Experience of managing an agile/DevOps environment using associated development tools (e.g. JIRA & Confluence)
- Has applied ITIL Framework processes to manage IT Services

**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

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