Senior IT Service Manager (Service Catalogue Manager)

About the job

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

Do you have a good awareness of IT, service management and have good communication skills?

Do you thrive in a collaborative environment and are great at building and maintaining positive relationships?

If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.

The IT Operations profession is made up of professionals, paramount to our digital services. Our vision for the future is to attract people to work and progress in a challenging and exciting environment whilst ensuring consistency in your training and upskilling.

We are working to have clear career pathways and succession planning, to enable people to see our area as a long-term career with prospects and development opportunities for all roles.

Job description

The Team

Our role sits within Enterprise Live Services (ELS), Enterprise Service Lifecycle Management (ESLM) which forms part of the Chief Digital & Information Office (CDIO).

ELS undertakes assurance and governance of IT services and processes delivered as part of HMRC's Chief Digital & Information Office (CDIO) Group. Our focus is ensuring a consistent, excellent Customer Experience

Job description

You will join the Service Catalogue Management team alongside the existing Practice Manager, passionately working towards strategic IT goals and objectives to support HMRC to achieve theirs.

With your existing Service Management knowledge and understanding you will immerse yourself in all aspects of Service Catalogue Management, having the opportunity to collaborate to continue the ongoing success of CDIO.

Responsibilities include:

• The primary focus is to maintain the completeness, correctness, and compliance of the data held within the service catalogue whilst upholding and providing assurance and governance processes.
• Ensure catalogue entries comply with the standards set out by the practice including the review of new or changed service catalogue records.
• Support audit and compliance activities where service catalogue data is required.
• Coordinate with multiple key stakeholders where catalogue improvements are required to drive continuous improvement and ensuring the service catalogue meets the requirements of the organisation.
• Act as a primary operational contact for catalogue updates and queries.
• Undertake trend analysis to identifying gaps, duplicate entries, inconsistencies and track remediation activities for these areas of focus.
• Produce, maintain, and manage the knowledge article library to ensure user guidance is always documented and readily available for key stakeholders.
• You will balance user requirements, the CSDM framework and operational needs to deliver a Service Catalogue that supports HMRCs key digital.

Person specification

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 dedication to continuous improvement.
• Have a proven track record of establishing and maintaining strong relationships with stakeholders and able to develop a good understanding of the CDIO & Enterprise Live Services processes and accountabilities.

Essential Criteria

• Experience managing and governing Service Catalogue data.
• Experience of IT Service Management processes.
• Experience and operational knowledge of using ServiceNow.
• Strong stakeholder management, communication and influencing skills with a proven ability to communicate effectively at all levels.
• Ability to analyse data quality issues and drive continual improvement.
• Practical understanding of CMDB concepts and service relationships.
• ITIL4 Foundation certification or strong relevant experience of IT Service Management processes within an ITIL4 environment.

Desirable Criteria

• An understanding of data models with a logical approach on how to successfully implement a data model.
• Experience of CSDM (Common Service Data Model), its use and implementation in a digital services environment.
• Experience in working with OKRs and planning to a quarterly cadence.

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.

Office closures

For more information on where you might be working, review this information on our locations.

If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

This site is:

• Telford Plaza, Telford - moving to Parkside Court, Telford

You will be given more information about what this means at the job offer stage.

Benefits

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 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

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

• A name-blind CV including your job history. Your CV should be for no more than your last 3 roles. Please relate specific instances from your career high highlights suitability.

• A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience from your career reflect the essential criteria of the role, using specific examples from your career were you can.

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.

Sift

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

The interview will be up to 45 minutes in duration and will be held by a 3-person panel. During the panel interview, you will be asked Experience-based questions which will reflect the key responsibilities and essential criteria outlined in the job description.

When answering you will be required to provide a specific instance from your career which demonstrates the Experience. You would be advised prepare specific examples from you career in advance.

You will be advised to apply the STAR (Situation, Task, Action, Result) technique when delivering examples. You would be encouraged to prepare demonstratable examples of your experience ahead of the interview to ensure meaningfulness and completeness.

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 . click apply for full job details