Head of IT Service Management for EOPS (Unity Operations)

CompanyHM Revenue & Customs

LocationEngland, United Kingdom

Posted At1/23/2026

UK Visa Sponsorship Analytics

Analytics are greyed out due to low classification confidence (42.0%).

Occupation Type

Information technology directors

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£86,000 (£44.10 per hour)

Occupation rate applies

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Description

Job description

The Head of IT Service Management (ITSM) will lead end-to-end service management for the Unity programme through Go-Live and into Business-as-Usual (BAU) across the Enterprise Operations Platform (EOP). You will ensure service availability, performance, and process maturity across a complex, cross-departmental landscape.

The EOP team oversees the Unity service on behalf of HMRC, covering Human Capital, Finance, Payroll Services, Procurement, Expenses, Invoicing and Corporate Travel Management.

This is a pivotal time to join the Senior Leadership Team as we implement the future CDIO operating model. You will partner with suppliers who provide complementary functional and platform support while we build in-house capabilities to deliver outstanding platform solutions and services.

We foster a strong team ethos of continual improvement, open knowledge sharing and collaborative problem-solving. As this senior role evolves into BAU operations, leadership and line-management responsibilities will grow accordingly.

Person specification

Key Accountabilities

Service Excellence: Own service availability and performance for the Unity (EOP) platform; establish and drive a disciplined programme of service assurance and continuous improvement.

Governance & Stakeholder Management: Lead governance for operational activities across the Enterprise Operations Platform; represent the platform at operational performance boards and senior forums.

Transition & Change: Ensure smooth transition of change into live services with robust planning, risk control and stakeholder communications.

Standards & Reporting: Deliver accurate, timely reporting; ensure service standards, SLAs and KPIs are met and continuously improved.

Outage Management: Proactively manage planned outages with clear, timely customer communications and appropriate governance to minimise disruption.

Incident & Problem Management: Lead and participate in major incident resolution, post-incident reviews and problem management, ensuring root-cause analysis and lasting fixes.

Resource Management: Plan and allocate resources across all strands of service operations, balancing capacity, capability and priority.

Risk & Assurance: Own risk management, audit readiness and continual improvement activities, including value-for-money (VfM) initiatives.

Representation & Leadership: Represent the wider team at steering groups, governance boards and SLT forums; deputise for the Head of Unity Service Operations when required.

Collaboration: Build and maintain strategic relationships across CDIO, other government departments and IT suppliers to enable seamless service delivery.

Essential Criteria

Proven experience in commercial and supplier management, with a track record of meeting or exceeding SLA targets.
Strong, engaging presentation and communication skills for a broad range of stakeholders, including senior leaders and external partners.
Substantial background in Service Management within a large organisation.
Hands-on experience of live service operations, Incident Management and Problem Management.
SAP experience, including SaaS; operational knowledge of Ariba and SuccessFactors.
Resilience and professionalism in a fast-paced, changing environment with multiple shifting priorities.
Ability to investigate, analyse, visualise, articulate and solve complex problems; make disciplined, evidence-based decisions.
Excellent organisation and stakeholder engagement skills; confidence to influence and challenge at all levels.
Thorough understanding of the ITIL service lifecycle.

Desirable Criteria

Experience implementing new services into a live environment.
Experience transitioning products or services between platforms or systems.