service manager Newcastle upon Tyne, England
Job description
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Type of role
Information Technology
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Location
About the job
Benefits
Things you need to know
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Location
About the job
Job summary
Are you an IT Service Professional who can lead a team to deliver a visible and measured Support Service?
If you are looking for your next career move, we are looking for people like you to join our team at HMRC!
We are currently 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.
Borders and Trade Delivery Group (B&T) are responsible for the end-to-end service management and development of 140 separate services from the generation of Trade Statistics, to the administration of Customs and Exercise duties.
This is an exciting time to join B&T and make a lasting impact on how we support and develop the UK economy. We offer clearly defined career pathways, a healthy work/life balance and a chance to work with cutting edge technology.
The Team
This roles sits within our Trader Dress Rehearsal (TDR) Onboarding, Support and Implementation Team which sits within the wider Business Engagement and Intelligence Team (BEIT).
TDR is a vital externally facing service which is designed to help support the successful migration to the Customs Declarations Service. It allows traders, declarants, express operators and community system providers to submit realistic business scenarios in a supported, life-like environment.
See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.
Job description
The Role
We are currently looking for an experienced and committed IT Service Manager to join our team. As a key member of our IT team, you will be responsible for ensuring the end-to-end processes are developed/maintained, effectively managing issues and producing MI performance reports.
As an IT Service Manager for TDR, you’ll be leading incident Management and support model implementation to support internal and external users such as third-party software developers and traders.
You’ll be an excellent communicator, problem-solver and analytical in your approach, as well as the ability to work closely with stakeholders across all levels, driving increased service quality.
This is a great opportunity to provide leadership in delivering and maintaining high- quality IT support and reporting services across a variety of business functions. You’ll be leading a team to ensure the right priorities are being addressed with key business stakeholders to ensure that expectations are met across the business.
Responsibilities of an IT Service Manager:
- Be responsible for leading a newly formed team, including the day-to-day management and development of them
- Manage a service support team with a customer-centric support approach across multiple locations, focused on service availability and performance
- Ensure that all service and support functions remain responsive to customer needs
- Ensure that an IT service operations knowledge base is maintained
- Ensure that adequate reporting and service standards are met for your specific service
- Ensure that all technical change is communicated and managed, with appropriate governance
- Ensure that a programme of continual service improvement is put in place across the wider service delivery function
Person specification
Essential Criteria:
You will have knowledge, understanding and experience in:
- Leadership skills and experience of managing a team
- Working using your own initiative, making fact-based decisions on service issues
- Investigative work into problems and opportunities, driving the collection of information and creation of recommendations for improvements
- Recognising key users, identifying who they are and what their needs are based on your knowledge and experience
- Delivering reports in a specified, standard format in agreed timeframes to a wide audience
Desirable Experience:
Ideally you will also have experience in the use of the following:
- Understanding of ITIL processes
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Leadership
- Working Together
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%
Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.
Things you need to know
Selection process details
As part of the application process, you will be asked to complete a CV and a 500 word Personal Statement further details around what this will entail are listed on the application form.
Your CV is all about summarising your skills, knowledge and experience.
Please ensure that your Personal Statement is no more than 500 words and should address how you meet the essential criteria outlined for this role, by stating what you have done and how you went about it, it should be aligned to demonstrate your suitability for this role.
You can use any format to demonstrate your suitability for the role, however we recommend using the STAR Model (Situation, Task, Action, Result) in your Statement when providing examples and evidence to support suitability.
Your CV should cover your job history, responsibilities, and key achievements and should be aligned to the person specification and criteria outlined in the advert. Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
The sift will be conducted using the Personal Statement and CV.
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
In the event of a large number of applicants, an initial sift will be conducted using the Personal Statement. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.
At interview you will be assessed against your experience and the following behaviours:
Leadership, Working Together and Changing and Improving.
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
Interviews will take place via Teams.
Interview dates to be confirmed.
A reserve list may be held for a period of 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.
Eligibility
To check that you are eligible to apply, review this eligibility information
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, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact [email protected] as soon as possible.
Equality and Diversity
We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued, supported and comfortable being their true self at work.
We’re proud to be a diverse and inclusive employer, supporting social mobility by giving opportunities to people from all walks of life. We want to maximise the potential of everyone who chooses to work for us and offer a range of flexible working patterns and support. Our aim is to make a fulfilling career at HMRC accessible to you.
For more information on how we make this happen, review this information on our culture and values.
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.
We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
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.
The Civil Service runs 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.
Locations
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.
Security Update
For more information on the level of security checks we will carry out, review this information on security checks
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
Further Information
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.
Duplicate applications for the same vacancy will also be withdrawn.
Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk
Problems during the application process
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact [email protected] at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.
Please use the subject line to insert appropriate wording e.g. Please re-open my application - 297203 & vacancy closing date 12/07/2023. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.
For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
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).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
