Head of IT Service Management
UK Visa Sponsorship Analytics
Occupation Type
Information technology directors
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£86,000
(£44.10 per hour)
Occupation rate applies
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
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Description
Bristol Regional Centre - 3 Glass Wharf
East Kilbride - Queensway House
Edinburgh Regional Centre - Queen Elizabeth House
Glasgow Regional Centre - Atlantic Square
Leeds Regional Centre - Wellington Place
Liverpool Regional Centre - Water Street
Manchester Regional Centre - Three New Bailey
Telford - Plaza 1 and 2
Worthing - Teville Gate House
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.
Have you got the skills and experience to set the vision and strategy for service management, within a large complex organisation?
If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.
Job Description
East Kilbride - Queensway House
Edinburgh Regional Centre - Queen Elizabeth House
Glasgow Regional Centre - Atlantic Square
Leeds Regional Centre - Wellington Place
Liverpool Regional Centre - Water Street
Manchester Regional Centre - Three New Bailey
Telford - Plaza 1 and 2
Worthing - Teville Gate House
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.
Have you got the skills and experience to set the vision and strategy for service management, within a large complex organisation?
If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.
Job Description
The team
HMRC is made up of Customer Groups which are working independently towards one common goal. This role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our Live Service teams mitigate operation risks and respond to incidents as well as coordinating, planning, testing and implementing releases.
CDIO values and empowers the growth of its people and offers the “CDIO University”. This is a one stop shop for all things learning and development. The comprehensive offer encompassing academic, personal and career related opportunity and learning, ensuring all receive a consistent approach to technical learning. This includes access to subject matter experts, technical learning, professional communities, academies, apprenticeships, talent schemes as well as providing, delivering, encouraging and supporting activities for personal growth and wellbeing.
The role
As Head of IT Service Management, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing.
You will lead a team ensuring adequate resources and capacity and represent the IT service management function at a senior level and act as an escalation point for business stakeholders.
The team
HMRC is made up of Customer Groups which are working independently towards one common goal. This role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our Live Service teams mitigate operation risks and respond to incidents as well as coordinating, planning, testing and implementing releases.
CDIO values and empowers the growth of its people and offers the “CDIO University”. This is a one stop shop for all things learning and development. The comprehensive offer encompassing academic, personal and career related opportunity and learning, ensuring all receive a consistent approach to technical learning. This includes access to subject matter experts, technical learning, professional communities, academies, apprenticeships, talent schemes as well as providing, delivering, encouraging and supporting activities for personal growth and wellbeing.
The role
As Head of IT Service Management, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing.
You will lead a team ensuring adequate resources and capacity and represent the IT service management function at a senior level and act as an escalation point for business stakeholders.
The team
HMRC is made up of Customer Groups which are working independently towards one common goal. This role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our Live Service teams mitigate operation risks and respond to incidents as well as coordinating, planning, testing and implementing releases.
CDIO values and empowers the growth of its people and offers the “CDIO University”. This is a one stop shop for all things learning and development. The comprehensive offer encompassing academic, personal and career related opportunity and learning, ensuring all receive a consistent approach to technical learning. This includes access to subject matter experts, technical learning, professional communities, academies, apprenticeships, talent schemes as well as providing, delivering, encouraging and supporting activities for personal growth and wellbeing.
The role
As Head of IT Service Management, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing.
You will lead a team ensuring adequate resources and capacity and represent the IT service management function at a senior level and act as an escalation point for business stakeholders.
Person specification
Responsibilities
CDIO values and empowers the growth of its people and offers the “CDIO University”. This is a one stop shop for all things learning and development. The comprehensive offer encompassing academic, personal and career related opportunity and learning, ensuring all receive a consistent approach to technical learning. This includes access to subject matter experts, technical learning, professional communities, academies, apprenticeships, talent schemes as well as providing, delivering, encouraging and supporting activities for personal growth and wellbeing.
The role
As Head of IT Service Management, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing.
You will lead a team ensuring adequate resources and capacity and represent the IT service management function at a senior level and act as an escalation point for business stakeholders.
Person specification
Responsibilities
You will:
- Be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services.
- Lead and direct teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.
- Make sure all contractors carry out processes to ITIL standards.
- Management of Live Service contract.
- Liaise with all other IT service functions to make sure that services are maintained.
- Manage the day-to-day Live Services including incident, risk and problem management, continuous improvement and continuous development.
- Plan and schedule the testing and deployment of releases.
- Deliver new functionality required by the business while protecting the integrity of existing services.
- Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.
- Demonstrates outstanding communication skills with substantial experience in dealing with internal and external users.
- Has had previous involvement the stages of the development life cycle, including risk management, and service management activities.
- Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services.
- Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems.
- Has general awareness of the nature of business-critical incidents, and of their implications for the business.
- Is thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service.
- Has a comprehensive understanding of the selection and use of monitoring tools and an extensive understanding of relevant financial principles and procedures including cross charging both internal and external to the organisation.
Desirable Criteria
For more information on where you might be working, review this information on our locations.
If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
These Sites Are
Leeds Locations
Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.
Behaviours
We'll assess you against these behaviours during the selection process:
- ITIL v4 certification (or willingness to work towards).
- Working knowledge of HMRC Directorates & Business Units, preferably Business Taxes/Corporation Tax.
For more information on where you might be working, review this information on our locations.
If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
These Sites Are
- Telford Plaza, Telford - moving to Parkside Court, Telford
Leeds Locations
Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
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.
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
How To Apply
As part of the application process, you will be asked to provide the following:
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on the CV.
At full sift your CV, and 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
During the panel interview, you will be asked questions based on the behaviours listed below to explore in detail what you are capable of, and you will be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.
- A name-blind CV including your job history up to the last 3 roles. Up to 250-words for each role.
- A 1000-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on the CV.
At full sift your CV, and 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
During the panel interview, you will be asked questions based on the behaviours listed below to explore in detail what you are capable of, and you will be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.
- Managing a Quality Service (lead)
“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”
There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.
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, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref]
& vacancy closing date [insert date]’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.
Reserve List
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.
Reserve List
A reserve list may be held for up to 12 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 Check
Applications 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.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
Reasonable Adjustments
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 Check
Applications 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.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
Reasonable Adjustments
We 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:
Important Information For Existing HMRC Contractual Homeworkers
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.
Terms and Conditions
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.
Important Information For Existing HMRC Contractual Homeworkers
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.
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.
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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.
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andidate 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.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups
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.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups
- UK nationals
Working for the Civil Service
The 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 als
o offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
The 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 Inclusion
The 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).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
The 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 Inclusion
The 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).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
- Name : Ravi Kumar
- Email : ravi.kumar2@hmrc.gov.uk
- Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.