Service Manager

HYBRID WORKING = 60% OF YOU WORKING MONTH FROM EITHER:

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GLASGOW OR EDINBURGH

HMRC is one of the UK's largest government organisations, delivering critical services that support millions of customers and businesses. Our digital services and technology platforms enable the effective collection of revenues that fund public services across the UK.

As a Service Manager, you will play a key role in ensuring that digital services remain secure, resilient, user-focused and aligned to business objectives. You will work across multidisciplinary teams and suppliers to support and improve live services, helping ensure they meet customer needs and performance expectations.

This is an exciting opportunity to join HMRC CDIO Business Tax as a Service Manager, responsible for the live operation, performance, and continuous improvement of digital services.

Working in a multi-disciplinary environment, you will collaborate with Product Managers, Delivery Managers, architects and operational colleagues to ensure services are stable, compliant and delivering value.

You will contribute to the effective running of services across the lifecycle, supporting governance, managing risk, and embedding continuous improvement based on user insight and data.

• Manage and maintain live service performance, including monitoring KPIs and SLAs.
• Manage incidents, problems, and risks, ensuring timely resolution and mitigation.
• Support service governance and assurance processes.
• Collaborate with product, delivery and technical teams to maintain service quality.
• Engage with stakeholders to ensure alignment with business and policy outcomes.
• Drive continuous improvement using service data and user feedback.
• Support release and change management, minimising service disruption.
• Contribute to service lifecycle decisions, including readiness and transition.

• Proven experience in managing or supporting live digital or IT services, including handling incidents, risks, and service issues, with familiarity in service management frameworks such as ITIL.
• Strong stakeholder engagement and communication abilities, with experience collaborating in multidisciplinary teams.
• Skilled in leveraging data and metrics to drive improvements in service performance.

Applicants must demonstrate:

• Demonstrated experience in supporting or managing live operational, business, or digital services, including monitoring performance and reporting on service metrics.
• Proven ability to identify, track, and manage risks, issues, and actions, while driving service improvements and operational efficiencies.
• Strong stakeholder engagement and communication skills, alongside collaborative working across multiple teams.
• Skilled in prioritising tasks and consistently delivering outcomes within fast-paced environments.

It would be beneficial if you have:

• Experience in government or regulated sectors, with knowledge of service standards and the service lifecycle.
• Proven ability in continuous improvement and service optimisation, including familiarity with Agile, Dev Ops, and ITIL4 practices.
• Understanding of modern service management methodologies and approaches within regulated environments.

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service

Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications…