HM Revenue & Customs · 13 hours ago
IT Service Manager
Centre County, PA
Full-time
Hybrid
Mid, Senior Level
£46K/yr - £46K/yrHM Revenue & Customs (HMRC) is seeking an IT Service Manager to lead the IT Service Management function within the Employment Products and Personal Assets Team. The role involves overseeing service operations, managing incidents, problems, changes, and stakeholder relationships to ensure stability and resilience across Personal Tax IT services.
AssociationFinancial ServicesGovernmentNon Profit
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
You will lead the IT Service Management function for a suite of services, overseeing incident, problem, change, and request management processes
You will act as a key liaison within Personal Tax, building strong stakeholder relationships and developing a deep understanding of CDIO processes and responsibilities
You will work alongside projects to ensure change lands safely minimising any live service impact
You will collaborate with stakeholders to understand service requirements and ensure alignment with business goals
You will manage vendor relationships and third-party service providers, driving for continual service improvement using data and feedback
You will develop and maintain service level agreements (SLAs) and operational level agreements (OLAs)
You will ensure compliance with IT governance, risk, and security policies
You will produce regular service performance reports and present to senior leadership where required
You will lead the IT Service Management function for a suite of services, overseeing incident, problem, change, and request management processes
You will act as a key liaison within Personal Tax, building strong stakeholder relationships and developing a deep understanding of CDIO processes and responsibilities
You will work alongside projects to ensure change lands safely minimising any live service impact
You will collaborate with stakeholders to understand service requirements and ensure alignment with business goals
You will manage vendor relationships and third-party service providers, driving for continual service improvement using data and feedback
You will develop and maintain service level agreements (SLAs) and operational level agreements (OLAs)
You will ensure compliance with IT governance, risk, and security policies
You will produce regular service performance reports and present to senior leadership where required
Qualification
Required
Extensive knowledge and experience of IT Service Management (Incident, Change, Problem, Risk Management) within a large organisation managing multiple services to multiple customers
Experienced in developing and maintaining effective relationships with key stakeholders (including suppliers), with the ability to challenge and influence
Excellent communication skills, tailoring reports to different audiences including Senior Management. The ability to understand technical information, translating messages into easily understood language for a business audience
Ability to identify, analyse and present a range of data to support prioritisation and decision making
Experience of dealing with service transition into live service
Experience of working collaboratively in a cross-functional environment
Understanding of how to apply service management skills across different operational support models
Has a broad knowledge and understanding of IT concepts including ITIL4 and architectures
Preferred
ITIL4 qualifications
Experience working with ServiceNow (IT Service Management)
Benefits
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.
Company
HM Revenue & Customs
HM Revenue & Customs press office.
Founded in 2005London, England, GBR
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Jim Harra
First Permanent Secretary and Chief Executive
Recent News
Computer Weekly
2026-02-03
The Accountant Online
2026-02-03
London Evening Standard
2026-01-16
Company data provided by crunchbase