service manager Newcastle upon Tyne, England
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About the job
Job summary
At HMRC, we are already one of the most digital advanced 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.
This role is based in HMRC’s Chief Digital Information Office (CDIO), which is made up of Customer Groups that help areas of HMRC and VOA to build their digital services. One of these is the Valuation Office Agency Customer Group (VOA CG), who provide digital services and IT support to the Valuation Office Agency (VOA):
There are some important attributes that we are looking for in anyone joining VOA CG. You must have a collaborative approach and a passion to communicate effectively. You will take accountability and ownership and have the ability to coach, mentor, reflect and to give and receive feedback. You will be flexible and adaptable, working with a sense of urgency and be passionate about having ‘The User’ at the heart of what you do.
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
A Senior IT Service Manager is responsible for service management across platforms, multiple channels and services in the Cloud to ensure service availability, performance and process maturity.
You will be responsible for day-to-day management of VOA CG distinct Services on legacy platforms, Cloud environments and Cloud services. This will also include building and maintaining engagements and relationships with internal CDIO teams as well as 3rd party suppliers.
This role is cross cutting across all VOA CG resolver/Dev/build/run maintain/support areas as well as project/programme engagement through the Transition and Service Introduction space as new services are introduced, changed or decommissioned.
Person specification
Your Job will involve
- Working across suppliers to ensure service change is fully understood and impacted.
- Ensure service requirements are fully considered and implemented in projects
- Ensure safe and successful changes without business impact.
- Ensure services meet their availability and Performance SLA’s.
- Be responsible for the management of Cloud IT assets.
- Ensure value for money and recommend savings where necessary.
- Build understanding of services and maintain relevant documentation.
- Manage multiple suppliers to support Cloud services efficiently
- Preparation and delivery of reporting and management information
- Cloud subscription management, including billing and usage
- Configuration management
- Capacity planning
- Monitoring, Alerting and Reporting
- Ownership of CSI initiatives for Services within VOA CG
- A high degree of autonomy to manage services, people and suppliers
Essential criteria:
You will have the ability to:-
- Communicate and influence effectively with the ability to collaborate across teams and organisational boundaries.
- Be pragmatic and persuasive with strong negotiation skills.
- Be Confident to challenge stakeholders and suppliers.
- Manage workload and balance competing priorities within a high-pressure environment.
Candidates must show they have:-
- ITIL Foundation V3 or ITL4 Certification
- Demonstrable experience of delivering ITIL Service Management best practice
Desirable criteria:
*Some experience/qualifications in Service Management are desirable - if you hold this, please provide evidence within your application form.
- Any ITIL Intermediate or higher accreditation shown below
- ITILV3 (Service Strategy, Service Design, Service Operations, Service Transition, CSI)
- ITILV4 certification at (CDS, HVIT, DSV, DPI)
Qualifications
Technical skills
We'll assess you against these technical skills during the selection process:
- Continual service improvement
- Service focus
- Stakeholder relationship management
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
Candidates will need to input their CV into a text box in the application marked ‘Job/Employment History’ . Candidates will also need to complete a 750 word Personal Statement detailing how your knowledge and experience meet the ‘responsibilities’ and ‘essential criteria’ in the job description.
Your 750-word Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role. We recommend linking any examples to the job description and essential criteria, using the STAR (situation, task, action, result) framework to describe your skills and experiences. Your CV should set out your career history as well as detailing your responsibilities within each role.
Candidates will be sifted with a combined score against the job description, especially the essential criteria based on their knowledge & experience from their CV extract and Personal Statement.
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
Sifting will take place once the advert has closed. Successful sift applicants will be invited to a video interview.
Interviews:
There will be a panel interview, where we will explore your experience and suitability for the role, using questions to find out about your experience
There may be an exercise/presentation on the above technical skills, if this is the case, it will be included in the interview invite.
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
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 - 297962 & 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
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).
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