Principle Head of IT Service Management

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

- 390770

**Salary**:

- £76,000 - £95,000
- A Civil Service Pension with an employer contribution of 28.97%

**Job grade**:

- SCS Pay Band 1

**Contract type**:

- Permanent

**Business area**:

- HMRC - CDIO - Enterprise Live Services

**Type of role**:

- Digital

**Working pattern**:

- Flexible working, Full-time

**Number of jobs available**:

- 1

Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bristol, Edinburgh, Glasgow, Leeds, Liverpool, Manchester, Newcastle-upon-Tyne, Telford

About the job

**Job summary**:
We are evolving the scope of the CEBO team, enabling the more advanced, intelligent, and proactive role required across HMRC as our ‘first line of defence’ in preventing and minimising business impact from IT. This role is pivotal as our live IT estate grows more technically complex (by design, as we move from legacy to digital technology). To support this evolution, we have brought our service desk team, and customer experience team into the CEBO team to provide a one-stop-shop for Service Operations across CDIO, serving as a centre of excellence for all service management teams. CDIO is also making significant investments in our Service Central Platform (ServiceNow instance) and transforming - where practical - to a strategic set of monitoring tools (Dynatrace) to modernise our response and prevention capability to IT events.

Implementing our ITIL Practices is critical to our overall awareness too across a complex, everchanging IT service estate, pinpointing intervention moments to ensure that service teams (internal and external third-party suppliers) understand events on the IT services they manage. As a 24/7 service provider, we provide crucial, actionable insight to service teams to effectively manage their services - based on the service design.

If you're passionate about technology, enjoy problem-solving, and thrive in a fast-paced environment, this is the perfect opportunity to make a significant impact on HMRC's digital future.

**Job description**:
The Head of Service Management - Service Operations, has the following responsibilities (not exhaustive):

- Working with the Enterprise Live Services (ELS) senior leadership team and other senior managers across CDIO to maintain and deliver the service-centric vision for how the HMRC IT estate meets HMRCs needs
- Introducing industry recognised process, technology and behaviours to both deliver and manage an effective service management organisation, working primarily with our product and platform teams
- Integrating a wide range of service operations professionals, develop and motivate people within the assigned function, ensuring they perform to their potential, and meet their role objectives
- Set out live service standards for all service management teams, working with other function / sub-functions as required to support delivery to standards, such as our own Service Quality Framework, and challenging levels of service delivery (service specific)
- Oversight of the service operations activities delivered once a service is live and accepted into service
- Direct the implementation of holistic SLA, OLA, XLA and oversight of all service operations teams, working effectively with delivery teams, - Building strong trusting relationships with all CDIO functions to influence and support decision making throughout the end-to-end service lifecycle
- Building strong trusting relationships with all CDIO functions to influence and support decision making
- Ensuring the frameworks, approaches, governance and controls cover the “end to end” IT services are properly controlled - to protect and support the live operations of a broad, complex and constantly changing IT estate - across monitoring and event management, incident management, problem management and service request management practices and capabilities
- Providing leadership and development support to for all roles within the sub-function
- Sub-function: financial and people budget
- Drive the Observability Centre of Excellence and key monitoring and event management capabilities throughout the end-to-end service lifecycle

**Accountabilities**

The Head of Service Management - Service Operations is accountable for:

- Providing service operations leadership across CDIO across a complex and evolving IT service estate, with many virtual service teams and resolver groups (internal / external third party)
- Ensuring ‘Service Operations’ services are correctly integrated to support performant and available end-to-end technology services based on agreed levels of service and required integration (eg Service Desk)
- Identifying and implementing opportunities to improve how CDIO improves the performance and availability of technology services (lifecycle based)
- Relevant disaster planning - with tested effectiveness.
- Identifying and mitigating risk that has the potential to impact the HMRC's IT Service Estate based o