Lead IT Service Delivery Manager

HM Revenue and Customs

Apply before 11:55 pm on Friday 22nd October 2021


Reference number



£52,077 - £58,707


Grade 7

Contract type


Business area

HMRC - CDIO - Data Platform Services - Data Platform Services

Type of role

Business Management and Improvement
Information Technology
Operational Delivery

Working pattern

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

Number of posts



Leeds, Salford, Southend-on-Sea, Telford

About the job


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

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

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.


HMRC are already one of the UK’s most digital organisations and leading the technology revolution across government. Our multi-disciplinary, agile teams create and build digital services based on our customers’ needs, working in our growing network of state-of-the-art digital delivery centres across the country.

We have one of the UK’s largest IT estates ranging from state-of-the-art data analytics platforms to complex legacy systems. The breadth, variety and complexity of these systems and the business processes they support are on a scale rarely seen in other global organisations.

With our 50 million customers at the heart of everything we do the scope and impact of your work is limitless. We’re not afraid to try new technologies and new ways of working.

The Team:

Data Platform Services (DPS) was set up just over 3 years ago in response to HMRC's desire to take control of building and running its critical data capabilities in complex and multi-sourced environments.
We provide data and analytical services, agile project delivery and live service support to analytical services, including HMRC’s next generation data analytics platform.

The team has grown significantly over the last 24 months to over 200 people but is set to see its biggest growth in 21/22, driven by a maturing operating model, increased demands for services, and a focus on building internal capability.

This is a fantastic time to get involved and join us on our mission.

Job description

This is a senior service delivery role and you will be responsible for delivering high quality services to end users, ensuring that effective business solutions are in place to meet the needs of HMRC and the general public.

The role requires ownership of services and their adherence to service levels. You will be the escalation point and owner of key services operationally for incidents, changes, effective communication and reporting.

You will be working within a close, dynamic and supportive Service Management team. In addition to operationally managing live services you will be developing the team and services on a strategic and tactical level assisting the Head of Service Management delivering service vision and strategy, ensuring processes are owned, and evolving a service maturity model.

You will represent the IT service management function at a senior level as part of an extended leadership team and act as an escalation point for live service issues.

Key elements of the role are building close business relationships, stakeholder and vendor management and delivering services within complex multi-vendor IT Services.

You will be accountable for the quality of your services and drive internal and supplier review meetings, service improvements, quality and processes.

The Service team is small and has a strong culture of taking ownership of issues, striving for service improvements, flexibility and supporting each other. Management structures are flat, and the goal is to empower.


The Ideal Candidate:

As the ideal candidate you will be an experienced ITIL Service Delivery Management professional with a strong track record of success. You will be confident in your leadership and interpersonal skills with experience of supporting and developing junior staff.

Essential Criteria:

You must have experience and knowledge of:
• Owning services, managing SLA’s, ITIL functions and service improvements
• Managing competing deadlines in a fast highly variable environment
• Being Self-motivated with a willingness to take responsibility
• Service Management products and tools, methods and procedures
• Building and maintaining stakeholder relationships across organisational layer
• Reporting and service reviews.
• Briefing senior management, supporting Head of Service and delivering briefings

Desirable Criteria

Ideally you will also have experience and understanding of:
• Infrastructure technology, cloud-based services and data services
• Agile delivery and DevOps environments
• Managing vendors operationally and liaising with commercial and contract teams
• Managing or working across several ITIL disciplines, Change Incident etc.
• Delivering services during large organizational or technical changes
• Being non-hierarchical in your outlook, adopting a flexible approach to changing business requirements


• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

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

Things you need to know


Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

See our vetting charter.
People working with government assets must complete basic personnel security standard checks.

Selection process details

As part of the application process you will be asked to complete a CV and statement of suitability. Further details around what this will entail are listed on the application form.

Sift and Interviews
Applicants will be sifted on CVs and Statements of Suitability submitted against the specification above, in particular the essential criteria.

Interviews will focus on the candidates’ application, their knowledge, experience and competence, and the essential criteria required. Feedback will only be provided if you attend an interview. Interviews will be via video.

Sift and interview dates to be confirmed.

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than 48hours before the vacancy closes, we will not be able to reopen your application for you. The inbox to contact is: hmrcrecruitment.grs@cabinetoffice.gov.uk. Use subject line to insert appropriate wording eg. Please re-open my application - 152076 & vacancy closing date 22/10/2021.

Security Update
If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

HMRC transformation
HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. Our Regional Centres in Croydon, Bristol and Belfast are already operational.

In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HM Revenue and Customs employee and you joined us through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to a regional centre, a transitional site or a specialist one. This is in line with the terms of your original appointment to HM Revenue and Customs.

For more information please contact the vacancy holder.

Terms and Conditions
We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.

If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

New entrants are expected to join on the minimum of the pay band.

Further Information
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.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here

HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our 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.

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

Reasonable adjustment
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. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
• Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

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

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.
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.

Apply and further information

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 :  Samantha Adamson
Email :  samantha.adamson@hmrc.gov.uk
Telephone :  03000576217
Recruitment team :
Email :  hmrcrecruitment.grs@cabinetoffice.gov.uk

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 requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via complaints.grs@cabinetoffice.gov.uk. 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: https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/

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