Senior IT Service Manager

In this role you will lead robust IT service management across cloud-based services to ensure availability, performance, and maturity of operations. You will collaborate with cross-functional teams within the Enterprise Cloud Services group to design, build, and operate cloud services and drive continuous improvement. You’ll engage stakeholders, coach teams, and maintain a customer-centric approach in a live service environment. This is a chance to shape HMRC’s Cloud Centre of Excellence and deliver secure, scalable platforms at scale.

• Flexible working policy
• Hybrid working options
• Generous leave (25-30 days)
• Civil Service Pension contributions
• Coaching and development
• Family friendly policies

• Govern ITSM processes using ITIL 4
• Oversee incident and problem management
• Maintain accurate configuration and asset data
• Provide change and release governance
• Monitor performance and report on KPIs
• Engage stakeholders across service teams
• Drive continual service improvement initiatives
• Ensure compliance with security and usage policies
• Communicate and influence effectively across teams and boundaries
• Demonstrate pragmatic, persuasive negotiation skills

• Experience in IT Service Management or Service Delivery in a structured framework (ITIL)
• Working knowledge of ITIL practices (v3 or v4) and applying incident, change, problem, service level, and continual service improvement in an operational environment
• Experience supporting service availability and performance against SLAs/KPIs and delivering service improvements
• Experience responding to and resolving service issues with risk assessment and stakeholder communication
• Collaborative work with multi-disciplinary teams, suppliers, and security stakeholders
• Strong communication and stakeholder engagement, clear translation to technical and non-technical audiences
• Understanding of how digital/IT services support statutory/operational functions
• Experience or understanding of Cloud Platforms (AWS, Azure)
• Experience in Agile product-driven environments

• collaboration
• clear communication
• stakeholder engagement
• ITIL (v3/v4)
• Incident management
• Change management