Head of IT Service Management

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

- 276814**Salary**:

- £52,598 - £59,294**Job grade**:

- Grade 7**Contract type**:

- Permanent**Business area**:

- HMRC - CDIO - CIO Customer Engagement & IT Business Services**Type of role**:

- 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
- Edinburgh, Leeds, Manchester, Newcastle-upon-Tyne, TelfordAbout 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.

Do you thrive in a collaborate environment and enjoy building and maintaining positive relationships?

At HMRC, we are already one of the most digital sophisticated tax authorities in the world and have one of the largest IT infrastructures and data sources in the UK.

With 50 million customers to serve, over 60 thousand colleagues to support, and £600 billion to collect to fund UK Plc, our IT operation is huge For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.

HMRC is made up of Customer Groups which are working independently towards one common goal.

Our role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that deliver and support solutions for a broad range of technical and operational issues.

HMRC Debt Management and Banking are currently going through significant changes, with the development of new replacement systems, convergence with strategic platforms and re-plat forming to modernise the infrastructure.

The post holder will be at the forefront of this work, ensuring business area continue to operate effectively and have access to the IT services they need to deliver their business functions.

**Job description**:
The Head of IT Service Management performs a critical role managing HMRC IT services.

You will manage a team of service managers and partners with multiple IT suppliers and business customers.

Being responsible for live service performance, customer relationships, transition, change, risk management and continuous improvement on a day-to-day basis to support the business.

You will be encouraged to complete required Commercial Contract Management training at Foundation level.

**Person specification**:
**Responsibilities**:

- Lead and manage a team of service managers, by exhibiting the HMRC values and Respect at Work and develop a professional Service Management function.
- Build and maintain excellent collaborative relationships with suppliers and customers and suppliers, underpinning CDIO culture and strategy.
- Optimise service performance and value for money, understanding service costs and influencing where necessary. Support and supervise commercial targets against supplier performance.
- Understand and articulate service strategy, roadmaps, availability, capacity, risk and implementing continual service improvements processes.
- Effectively Engage with new projects ensuring service requirements are considered and understood.to drive successful transference into the live environment
- Drive and support CDIO KPIs and objectives and the reduction of problems and incidents.
- You will be responsible operationally for all the contracts with your supplier and supplier performance.
- Ensure Business Continuity Plans are in place and are robust.
- Work optimally with business and Transformation colleagues to understand business needs for your services and understand the end to end service to allow confidence in the customer journey
- Work within differing methodologies ie Agile, ITIL

**Essential Criteria**:

- Have a collaborative approach and be a great communicator and have a consistent track record in excellent stakeholder management.
- Be flexible, adaptable and be passionate about having ‘The Customer’ at the heart of what you do
- Have experience of working in an IT Service Management function
- Be confident in your approach and able to take accountability and ownership.

**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%

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of