IT Service Manager

  • Job Reference: 155326
  • Date Posted: 13 October 2021
  • Recruiter: HM Revenue and Customs
  • Location: Edinburgh
  • Salary: £40,000 to £44,000
  • Sector: Government, Technology and IT
  • Job Type: Full Time Flex, Part Time Flex, Super Flex
  • Duration: Happy to talk flexible working
  • Work Hours: Full Time

Job Description

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.

This is an exciting time to join an organisation that probably doesn’t work how you’d envisage a government organisation would. Our blog tells you a bit more about what we do and how we do it.

We are 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.

Chief Digital and Information Office (CDIO) set the technology direction for HMRC and deliver the high-level design for all IT solutions. We build and run HMRC IT services along with providing IT change and operational support.

The Customs Borders and International Delivery Group (CB & I) are responsible for the end to end service management and development of over 100 separate services from the generation of Trade Statistics, to the administration of Customs and Excise duties.

Job description

A Senior IT Service Manager, within CB&I is accountable for service management across platforms and multiple channels to ensure availability, performance and process maturity across this landscape.

You will be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services and be a champion for the end customer.

You will work in partnership with teams across IT service operations, HMRC partners and external Trade customers, to deliver a service seeking for operational excellence.

Responsibilities

As a Senior IT service manager, you will:
• Be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services
• Represent the Technology team to the partners across the various platforms through regular communication and training sessions.
• Provide cover and assistance for the other leaders when required.
• Own and maintain the overall Service Catalogue.
• Lead and develop teams to make sure that service level agreements and operational level agreements are in place with both external and internal teams
• Ensure all contractors carry out processes to ITIL standards
• Collaborate with other IT service functions to make sure that services are maintained
• Lead the day to day service delivery of the product
• Plan and schedule the testing and deployment of releases
• Deliver new functionality required by the business while protecting the integrity of existing services
• Ensure service asset and configuration items are controlled, and that accurate and reliable information about these assets is available when needed
You will be dynamic and proactive, able to navigate through areas of ambiguity/challenge and work well with a range of partners.

You will be able to work using your own initiative, making decisions on service management issues, sometimes with limited information, or work within a team environment.

You will have experience, or some understanding of service management and have a good understanding of incident; problem; change release and configuration management, and of how services are run within HMRC.

Essential Criteria:
You must be able to demonstrate experience and knowledge of:
• Involvement in one of the stages of the development life cycle and/or in a service management support activity.
• Meticulous attention to detail along with the ability to be a highly effective communicator.
• Excellent social skills, with an aptitude for dealing with users, colleagues, customers and suppliers.
• The ability and confidence to make appropriate technical decisions, initiating action to resolve operational problems.
• Handling and dealing with problems arising from incidents in the operation of information systems.

Desirable Criteria:
Ideally you will also have:
• A good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services.
• Familiarity with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services.
• Experience of using ITIL Framework processes to run IT Services.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in 'Your little extras booklet'  for further information or visit Thinking of joining the Civil Service

Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

Selection process will involve sift and interview.

As part of the application process you will be asked to complete a CV and 500 word statement of suitability. Further details around what this will entail are listed on the application form.

• Your CV should include your Job History and Previous Skills/experience.
• Your 500 word Statement of Suitability how you meet the Essential criteria for this role, by stating what you have done and how you went about it. This should also demonstrate your suitability for this role.

If a large number of candidates are successful at the sift stage, then we will invite the candidate to a pre-recorded video interview and then if successful they will be invited to a second interview which will take place over Teams or Skype. The interview will be based on experience and suitability for the role.

Sift and interview dates to be confirmed.

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 48hours before the vacancy closes, we will not be able to reopen your application for you. The inbox to contact is: hmrcrecruitment.grs@cabinetoffice.gov.uk. Use subject line to insert appropriate wording eg. Please re-open my application - 155326 & vacancy closing date 26.10.2021.

Security Update
If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a Disclosure and Barring Security Check/Disclosure Scotland. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

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.

A candidate 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.

HMRC transformation
HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. Our Regional Centres in Croydon, Bristol and Belfast are already operational.

In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HM Revenue and Customs employee and you joined us through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to a regional centre, a transitional site or a specialist one. This is in line with the terms of your original appointment to HM Revenue and Customs.

For more information please contact the vacancy holder.

Terms and Conditions
We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.

Pay
If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information. (Please note the attached document could also be called “Combined T&C and OGD Pay English”)

New entrants are expected to join on the minimum of the pay band.

Further Information
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.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here

HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our 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.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Reasonable adjustment
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. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
• Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Feedback will only be provided if you attend an interview or assessment.

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)
  • 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
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.
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.