IT Service Manager

About the job

Job summary

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The Business Developed Applications (BDApp) team is part of the Chief Digital Product Office within HMRC. We provide, maintain and support a portfolio of approximately 140 software products, predominantly for the Customer Service Group, while also supporting opportunities elsewhere in HMRC and internationally.
We review the portfolio to ensure that applications meet legislative, departmental and government standards, and to reduce technical debt and unnecessary complexity. The IT Service Manager will lead the team responsible for the effective support and governance of these applications.

Job description

Who are we looking for?

We are looking for an organised and proactive service manager who takes ownership of issues and works collaboratively to achieve effective outcomes.
You will communicate clearly with technical and non-technical stakeholders, understand user and service needs, and use evidence to support decisions. You should be comfortable working in a technology environment and able to develop your understanding of the applications and technical concepts used by the wider team.
You will demonstrate a commitment to customer service, quality, inclusive leadership and continual improvement.

Person specification

What will the successful candidate be doing?

• Manage the day-to-day delivery of the Business Developed Applications service.
• Lead, coach and develop team members, set priorities and monitor performance across multiple locations.
• Oversee incidents and ensure they are managed through the appropriate HMRC processes and within agreed service levels.
• Work with application teams and the HMRC Business Developed Applications Central Governance team to ensure products meet relevant governance requirements.
• Ensure that service and product documentation is accurate, complete and up to date.
• Produce and interpret management information to monitor performance, risks and trends.
• Build effective relationships with users, customers, technical colleagues and governance partners.
• Identify and implement opportunities to improve service quality, processes and ways of working
• Use Structured Query Language (SQL) to analyse service data, supporting incident investigation and decision-making.

Essential Criteria

• Experience of leading, managing and developing a team, including setting priorities, monitoring performance and supporting effective service delivery.
• Experience of managing an operational or technology-enabled service, taking ownership of service issues and escalations while ensuring delivery meets agreed standards and governance requirements.
• Strong communication and relationship-management skills, with evidence of working effectively with users, customers, technical teams and other stakeholders to understand needs and achieve shared outcomes.
• Experience of using service information to monitor performance, identify risks or recurring problems, support decision-making and deliver improvements to services, processes or ways of working.

Additional Security Information

The successful candidate will need to hold or be willing to hold Security Check (SC) clearance

Further Location Information

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

Leeds Locations

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC's Moves Adjustment Payment guidance.

Benefits

Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 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 from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths and Experience.

How to Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history. Please limit the CV to a maximum of your last 5 roles, please use no more than 100 words to cover your key responsibilities in each job. For each job any words over the limit will not be scored.
• A 750-word personal statement. Your Personal statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert. You must make sure that you include examples to demonstrate how you meet the criteria being asked for when you write your Personal Statement. If you do not include examples, then we will be unable to assess your experience accurately.

Further details around what this will entail are listed on the application form.

Sift

In the event of a large number of applications being received, an initial sift may be held on the CV.

At full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, you will be assessed onExperience and Strengths.

This is an example of a strengths-based question.

"It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?"

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.

Interviews will take place via video link.

Sift and interview dates to be confirmed. Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: - Use the subject line to insert appropriate wording for example - 'Please re-open my application - insert vacancy ref & vacancy closing date insert date '.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.

The HMRC app can help you with your application

The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.

If successful in your application, you will need your National Insurance number for the onboarding process.
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