Senior Services IT Delivery Manager

HMRC are looking for two IT Service Managers within CDIO.

As a Senior IT Service Manager within Chief Digital Information Office (CDIO), Customer Record Management (CRM) Team, you will possess a deep understanding of IT Service Management, with a primary focus on safeguarding the integrity and continuity of Live Services.

You will deliver targeted assurance on the performance, governance, and compliance of services, ensuring alignment with key performance indicators and ITIL 4 practices. Your role will also involve driving continuous improvement, proactively identifying and mitigating risks to enhance service reliability.

In addition, you will champion the vision and strategic direction of service management, ensuring that processes are clearly defined, effectively owned, and continuously matured to support evolving business objectives.

You will serve as a key escalation point for both business and IT stakeholders, ensuring that the expectations of senior leaders within CDIO. Clear and accessible communication will be essential, using terminology that resonates with both technical and non-technical audiences.

An ideal candidate will be a credible, influential, and encouraging team-player:
Someone who is self-motivated, a confident communicator with excellent interpersonal skills and a proven dedication to continuous improvement in self and others.

• Ensure operational assurance and governance of IT services, with a strong focus on maintaining high standards of data quality.
• Act as a key liaison within Customer Record Management, building strong stakeholder relationships and developing a deep understanding of CDIO and Enterprise Live Service processes and responsibilities.
• Coordinate, manage and drive regular technology platform upgrades to maintain evergreen strategy.
• Oversee incident, problem, change, and request management processes in a Dev Ops environment.
• Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs).
• Manage vendor relationships and third-party service providers.
• Drive continual service improvement (CSI) initiatives using data and feedback.
• Ensure compliance with IT governance, risk, and security policies.
• Produce regular service performance reports and present to senior leadership.

• Build and develop a trusted relationships across CDIO including Product & Platform senior stakeholders.
• Manage a consistent end-to-end service portfolio of technical services within a defined service quality framework consisting of value streams and practices, technical health hygiene working with a wide group of stakeholders, and other live service colleagues.
• Maintain an up-to-date understanding of the key ITIL 4 practices and any changes to these.
• Ensure service data, models, and maps are maintained and controlled within the guidelines set out by Service Catalogue Management and Service Configuration Management.
• A focus on continually improving services for business outcomes.
• Support the introduction of new functionality in a Dev Ops environment while protecting the integrity of existing services.
• Ensure delivery teams are prioritising technical health by supporting stakeholders with identifying risks, vulnerabilities, and issues.
• Produce reports to clearly demonstrate and communicate compliance and performance.
• Work with projects and programmes to feed in requirements and SME knowledge from a live service perspective.
• The role is suitable for an individual with extensive knowledge and experience of IT Service Management within large organisations managing multiple services to multiple customers, specifically in ITSM live services activities (Incident, Change, Problem, Risk Management,) and transition in Live.
• Experienced in developing and maintaining effective relationships with key stakeholders (including suppliers) and working collaboratively in a cross- functional environment including the ability to effectively influence.
• Has the experience and ability to communicate effectively up to Senior Management including a strong background in documentation creation/review.
• Has a broad knowledge and understanding of IT concepts and architectures, particularly Dev Ops,…