Senior IT Service Manager
| Posting date: | 29 January 2026 |
|---|---|
| Salary: | £45,544 to £49,523 per year |
| Hours: | Full time |
| Closing date: | 05 February 2026 |
| Location: | Telford, Shropshire |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | HMRC |
| Job type: | Permanent |
| Job reference: |
Summary
Job description
This role will primarily involve the Service Management of IT Services alongside managing a multi-functional team that oversees the governance of identities and access management on the HMRC estate. This includes the planning of activities to ensure the delivery of successful Service Management, along with service performance, operational reporting, managing risks and problem solving.
Person specification
Providing leadership to a multifunctional team.
Planning activities to ensure the delivery of successful Service Management.
Service performance and operational reporting.
Managing risks and problem solving.
Working with stakeholders to transition new services into Business as Usual (BAU) live support and deliver changes.
Representing the IT service managers at a senior level and acting as an escalation point for business stakeholders.
Continually making improvements to IT processes and services.
Improving user experience and increasing customer satisfaction.
Essential Criteria:
IT service delivery skills and an understanding of Microsoft Office 365.
Excellent communication skills (verbal and written).
Experience of collaborating with internal and external stakeholders/users/suppliers.
Ability to learn quickly and master new concepts.
Analytical skills.
Desirable Criteria:
Understanding of successful delivery of end user IT services and continuous improvement.
Understanding of ITIL processes.
Commercial contract renewals and licensing of services.
Problem solving.
This role will primarily involve the Service Management of IT Services alongside managing a multi-functional team that oversees the governance of identities and access management on the HMRC estate. This includes the planning of activities to ensure the delivery of successful Service Management, along with service performance, operational reporting, managing risks and problem solving.
Person specification
Providing leadership to a multifunctional team.
Planning activities to ensure the delivery of successful Service Management.
Service performance and operational reporting.
Managing risks and problem solving.
Working with stakeholders to transition new services into Business as Usual (BAU) live support and deliver changes.
Representing the IT service managers at a senior level and acting as an escalation point for business stakeholders.
Continually making improvements to IT processes and services.
Improving user experience and increasing customer satisfaction.
Essential Criteria:
IT service delivery skills and an understanding of Microsoft Office 365.
Excellent communication skills (verbal and written).
Experience of collaborating with internal and external stakeholders/users/suppliers.
Ability to learn quickly and master new concepts.
Analytical skills.
Desirable Criteria:
Understanding of successful delivery of end user IT services and continuous improvement.
Understanding of ITIL processes.
Commercial contract renewals and licensing of services.
Problem solving.