Principal Head of IT Service Management

HM Revenue and Customs

Apply before 11:55 pm on Monday 25th September 2023



Reference number



£66,957 - £74,018

Job grade

Grade 6

Contract type


Business area

HMRC - CDIO - VOA Customer Group

Type of role


Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available



Bristol, Cardiff, Edinburgh, Leeds, Manchester, Newcastle-upon-Tyne, Telford, Worthing

Job summary

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. We have over 60 thousand colleagues to support, and £800 billion to collect to fund UK Plc, our IT operation is huge! For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference. 

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

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 are responsible for building and running HMRC IT services along with providing IT change and operational support.

This role in CDIO sits in HMRC’s Chief Digital Product Office: Valuation Office Agency  (CDPO:VOA) we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

Chief Digital Product Office: Valuation Office Agency (CDPO:VOA) provides digital services and IT support to the Valuation Office Agency (VOA): drawing on HMRC’s digital expertise to ensure our customer (the VOA) gets the right level of service as well as building and supporting specialist, unique services.

There are some important attributes that we are looking for in anyone joining CDPO:VOA. You must have a collaborative approach and a passion to communicate effectively. You will take accountability and ownership and have the ability to coach, mentor, reflect and to give and receive feedback. You will be flexible and adaptable, working with a sense of urgency and be passionate about having ‘The Customer’ at the heart of what you do.

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

Job description

The Principal Head of IT Service Management is accountable for the provision of IT Services. In this role you will adopt a strategic view, leading and directing the Service Management Team. You will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. You will also act as a key subject matter expert demonstrating the ability to build and maintain strong customer, supplier, and commercial relationships to enable the delivery of high performing, resilient, cost-effective customer centric services during a period of significant transformation

The successful candidate will direct the CDPO:VOA IT Service Management Team, with responsibility for a range of services and their governance. You will need demonstrable experience of working in service management implementing, monitoring, and enhancing ITIL compliant processes. You will have experience of leading and managing services during significant re-platforming and/or major service transformation.

The successful candidate will be expected to make an immediate impact and will need to demonstrate they have required knowledge and experience as they will be expected to lead and influence in a complex and radically changing environment from day one.

Person specification

As Principal Head of IT Service Management you will:

  • Lead and direct the Service Management Team, you are responsible for a range of services and their governance
  • Operate at scale and provide the connection between multidisciplinary business areas and stakeholders
  • Ensure team roles and responsibilities are aligned to ITIL4 practices
  • Utilise commercial acumen when operating in a multi supplier environment
  • Maintain end to end business services whilst working with Transformation and VOA to modernise the estate
  • Be responsible for the successful operation and continuous improvement of the services
  • Be an inspiring leader and HMRC role model supporting colleagues to achieve their full potential. Demonstrate HMRC values


Essential Criteria candidates must demonstrate experience in: 

  • Creating, measuring and managing Service and Supplier Performance Indicators, including service and process improvement plans based on ITIL experience and accreditation
  • Setting the service management direction and delivering a seamless integration service experience for business areas and customer groups, developing and maintaining strategic stakeholder relationship
  • Establishing and maintaining collaborative supplier partnerships driving supplier performance that reduce costs and risks and grows innovation and promotes value opportunities aligned to business objectives. Contribute to corporate supplier performance and improvement.
  • Understanding financial principles/processes and drive value for money.
  • Setting standards and acting as a subject matter expert for large Programmes to embed appropriate service standards for services.
  • Managing security and data related requirements. A good understanding of embedding these into the management of services. 

Desirable Criteria: 

  • ITIL v4 Specialist: Create, Deliver and Support

Technical skills

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

  • Stakeholder relationship management
  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension with an average employer contribution of 27%

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

Selection process details

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

Candidates will need to input their CV into a text box in the application marked ‘Job/Employment History’ . Candidates will also need to complete a 1000 word Personal Statement detailing how your knowledge and experience meet the ‘responsibilities’ and ‘essential criteria required in the job description.

Your 1000-word Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role. We recommend linking any examples to the job description and required experience, using the STAR (situation, task, action, result) framework to describe your skills and experiences. Your CV should set out your career history as well as detailing your responsibilities within each role.  

Candidates will be sifted with a combined score against the job description, based on their knowledge & experience from their CV extract and Personal Statement.

We reserve the right to raise the score required at any stage of the process in order to manage numbers.

Sifting will take place once the advert has closed. Successful sift applicants will be invited to a video interview.


There will be a panel interview, where we will explore your experience and suitability for the role, using Technical and Experience based questions to find out about suitability.

Interview dates to be confirmed.

A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.


To check that you are eligible to apply, review this eligibility information

Important information for existing HMRC contractual homeworkers:

This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to.

Reasonable Adjustments 

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. 

If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact as soon as possible.

Diversity and Inclusion

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

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. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.

For more information on how we make this happen, review this information on our culture and values

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering 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.

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. 

The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. 


HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

Security Update

For more information on the level of security checks we will carry out, review this information on security checks 

Further Information

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process. 

Duplicate applications for the same vacancy will also be withdrawn.

Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on

Problems during the application process 

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

If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.   

Please use the subject line to insert appropriate wording e.g. Please re-open my application -309022 & vacancy closing date 25/09/23. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.

For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.

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


Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

  • Name : David Brindley
  • Email :

Recruitment team

  • Email :

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel a department has breached the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: Click here

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