CDIO C&IT Senior IT Service Manager

HM Revenue and Customs

Apply before 11:55 pm on Wednesday 8th July 2020


Reference number



£37,503 - £41,683
New entrants to the Civil Service will join on the minimum of the salary range.


Senior Executive Officer

Contract type


Business area


Type of role

Information Technology

Working pattern

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

Number of posts




About the job


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.

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

This is an exciting opportunity to join HMRC’s IT function (CDIO) which sets the technology direction for HMRC and delivers the high level design for all IT solutions across the Organisation. CDIO are responsible for building and running HMRC IT services along with providing IT change and operational support.

As part of CDIO, the Customs and International Trade Delivery Area is responsible for developing, delivering and supporting IT solutions for those business areas which manage HMRC’s Customs, Excise and International Trade activities. The team are responsible for the end to end service management and development of over 100 separate services from the generation of Trade Statistics, to the administration of Customs and Excise duties.

Job description

Within C&IT we operate a Guild/Tribe structure to ensure that we provide skilled resources to enable us to meet the needs of our customers in an Agile way helping to drive high levels of collaboration and innovation. Guilds provide a permanent organisation construct that are set up to bring together people who share technical, functional and professional skills. The Guild responsibility will be to define the technical standards and tools that its members will use. It also ensures that members of the Guild continually improve their skills so that technical skills remain current, are aligned to HMRC/CDIO strategy and in-step with IT industry developments.

Customs and International Trade Delivery Group (C&IT DG) is responsible for developing, delivering and supporting IT solutions for those business areas which manage HMRC’s Customs, Excise and International Trade activities. The C&IT DG are responsible for the end to end service management and development of over 100 separate services from the generation of Trade Statistics, to the administration of Customs and Excise duties.

A Senior IT Service Manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity across this landscape.

You will work in partnership with service, incident and problem managers in C&IT as and other delivery groups, service operations and HMRC partners across the business and external Trade customers, to deliver a service aspiring for operational excellence.

IT service managers are responsible for managing the service delivery of information and communications technology (ICT) services and working with teams from IT service operations.

A Senior IT Service Manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity across this landscape.

Has had previous involvement in one of the stages of the development life cycle or in a service management support activity. Demonstrates meticulous attention to detail and is an effective communicator. Demonstrates above average interpersonal skills with an aptitude for dealing with users, colleagues and suppliers. Has a good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services. Shows aptitude for handling and managing problems arising from incidents in the operation of information systems. Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services. Has good communication and presentation skills. Has the ability to make appropriate technical decisions, initiating action to resolve operational problems.


Main duties

As a Senior IT service manager, you will:
• Be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services
• Be the champion for the end customer. Represent the Technology team to the partners across the various platforms through regular communication and training sessions.
• Provide cover and assistance for the other managers in the team as and when required. Own and maintain the overall Service Catalogue for the Technology Team.
• lead and develop teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams
• make sure all contractors carry out processes to ITIL standards
• collaborate closely with all other IT service functions to make sure that services are maintained
• lead the day to day service delivery of the product
• plan and may schedule the testing and deployment of releases
• deliver new functionality required by the business while protecting the integrity of existing services
• make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed
You will be dynamic and proactive, able to navigate through areas of ambiguity/challenge and work well with a range of partners.
You will be able to work using your own initiative, making decisions on service management issues, sometimes with limited information, or work within a team environment.
You will have experience or some understanding of service management and have a good understanding of incident; problem; change release and configuration management, and of how services are run within HMRC.

The post holder will work Monday – Friday covering normal office hours, although will be required to occasionally attend the office outside of normal working hours (for example to support maintenance releases / assist with incident resolution).
The post holder will provide part of a 24/7 on-call rota.
HR44205 Attendance allowances: On-call Allowance (Category 2) applies here

Skill description

Business analysis (IT operations)
Leads investigative work into problems and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements. Can absorb large amounts of conflicting information and use it to produce solutions.
Ownership and initiative
Takes accountability of issues that occur and is proactive in searching for potential problems. Achieves excellent user outcomes.
Relationship management
Influences partners and maintains relationships effectively. Builds long-term strategic relationships. Facilitates and delivers the business outcomes.
Service focus
Sees the bigger picture by taking groups of services, investigating how to get the best of underlying services.
Service reporting
Leverages their data analytics skills to enhance business performance.
Critical thinking
Able to define strategies and policies, providing guidance to others on working in the strategic context. Evaluates current strategies to ensure business requirements are being met and exceeded where possible.
Understanding of service management framework
Has a Specialist certificate in Service Management Framework qualification.
User focus
Able to collaborate with user researchers and can sell or represent users internally. Understands the difference between user needs and desires of the user. Able to champion user research to focus on all users. Can prioritise and defines approaches to understand the user story, guiding others in doing so. Can offer recommendations on the best tools and methods to be used.

SFiA Core Skills Relationship Manager Level 4
Implements stakeholder engagement / communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.

About the broader DDaT profession
The DDaT Profession consists of people who work in a digital, data or technology specialist role. They design, build and run government digital services. They are responsible for the way we find, access and use data and for the technology infrastructure which support those services. There are currently about 17,000 people working in the Profession. The Profession consists of people working within specialist communities of practice. There is a full list of roles on GOV.UK: here


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

If you are applying for a role in an office within a regional center location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.

Things you need to know


Successful candidates must pass a disclosure and barring security check.

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.

Please ensure that your statement of suitability is no more than 500 words. Please provide details on how you would be suitable for this role, by stating what you have done and how you went about it.

Please note that your statement of suitability should be aligned to demonstrate your suitability for this role.

Applications will be sifted on the CV and statement of suitability.

Interviews will focus on the candidates, application, their knowledge and experience.

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

Sift and Interviews will take place via Skype.

Dates to be confirmed.

Further Information:

This vacancy is open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.
Candidates in their probationary period are eligible to apply for vacancies within this department

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 will mean you will no longer be able to carry on claiming childcare vouchers. You will however have access to the governments Tax Free Childcare scheme.

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 Scotland. 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 Scotland on your behalf. However, we recognise in exceptional circumstance 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 stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email

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 governmen

HMRC transformation:

In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce. These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. 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. In addition, our Welsh language service has people in specialist roles located in Porthmadog, as well as Cardiff. If you are recruited into an office that is not one of these locations, you will be expected, subject to HMRC’s applicable policies, to move to one of these locations in the future. In some cases this will be via a transitional site. 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 HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC. For more information please contact the vacancy holder.

Terms and Conditions:

Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit


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.

Reasonable adjustment:

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

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

Contact Government Recruitment Service via 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

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

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

Contact point for applicants

Job contact :
Name :  Allan Graham
Email :
Telephone :  03000 594122
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 requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. 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:

Share this page