Senior IT Service Manager (Service Catalogue Manager) – Manchester

Job Description

Senior IT Service Manager (Service Catalogue Manager) – Manchester About the job nJob summary nnDiscover a career in your hands at HMRC. Whether you‘re seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it‘s really like to work at HMRC.nnVisit our YouTube channel to watch the full series and come and discover your potential.nnDo you have a good awareness of IT, service management and have good communication skills?nnDo you thrive in a collaborative environment and are great at building and maintaining positive relationships?nnIf so, continue reading to find out more about this fantastic opportunity to join HMRC – one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.nnThe IT Operations profession is made up of professionals, paramount to our digital services. Our vision for the future is to attract people to work and progress in a challenging and exciting environment whilst ensuring consistency in your training and upskilling.nnWe are working to have clear career pathways and succession planning, to enable people to see our area as a long-term career with prospects and development opportunities for all roles.nJob description nThe Team nnOur role sits within Enterprise Live Services (ELS), Enterprise Service Lifecycle Management (ESLM) which forms part of the Chief Digital & Information Office (CDIO).nnELS undertakes assurance and governance of IT services and processes delivered as part of HMRC‘s Chief Digital & Information Office (CDIO) Group. Our focus is ensuring a consistent, excellent Customer ExperiencenJob description nnYou will join the Service Catalogue Management team alongside the existing Practice Manager, passionately working towards strategic IT goals and objectives to support HMRC to achieve theirs.nnWith your existing Service Management knowledge and understanding you will immerse yourself in all aspects of Service Catalogue Management, having the opportunity to collaborate to continue the ongoing success of CDIO.nResponsibilities include: nn

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• The primary focus is to maintain the completeness, correctness, and compliance of the data held within the service catalogue whilst upholding and providing assurance and governance processes.

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• Ensure catalogue entries comply with the standards set out by the practice including the review of new or changed service catalogue records.

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• Support audit and compliance activities where service catalogue data is required.

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• Coordinate with multiple key stakeholders where catalogue improvements are required to drive continuous improvement and ensuring the service catalogue meets the requirements of the organisation.

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• Act as a primary operational contact for catalogue updates and queries.

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• Undertake trend analysis to identifying gaps, duplicate entries, inconsistencies and track remediation activities for these areas of focus.

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• Produce, maintain, and manage the knowledge article library to ensure user guidance is always documented and readily available for key stakeholders.

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• You will balance user requirements, the CSDM framework and operational needs to deliver a Service Catalogue that supports HMRCs key digital.

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nPerson specification nAn ideal candidate will: nn

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• Be a credible, influential and encouraging team-player: Someone who is self-motivated, a confident communicator with excellent interpersonal skills and a dedication to continuous improvement.

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• Have a proven track record of establishing and maintaining strong relationships with stakeholders and able to develop a good understanding of the CDIO & Enterprise Live Services processes and accountabilities.

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nEssential Criteria nn

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• Experience managing and governing Service Catalogue data.

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• Experience of IT Service Management processes.

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• Experience and operational knowledge of using ServiceNow.

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• Strong stakeholder management, communication and influencing skills with a proven ability to communicate effectively at all levels.

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• Ability to analyse data quality issues and drive continual improvement.

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• Practical understanding of CMDB concepts and service relationships.

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• ITIL4 Foundation certification or strong relevant experience of IT Service Management processes within an ITIL4 environment.

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nDesirable Criteria nn

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• An understanding of data models with a logical approach on how to successfully implement a data model.

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• Experience of CSDM (Common Service Data Model), its use and implementation in a digital services environment.

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• Experience in working with OKRs and planning to a quarterly cadence.

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nFurther Location Information nnPlease ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)‘ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.nOffice closures nnFor more information on where you might be working, review this information on our locations.nnIf your location preference is for one of the following sites, it‘s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.nnThis site is:nn

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• Telford Plaza, Telford – moving to Parkside Court, Telford

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nnYou will be given more information about what this means at the job offer stage.nBenefits nnAlongside your salary of 45,544, HM Revenue and Customs contributes 13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).nnHMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.nnWe offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.nn

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• Pension – We make contributions to our colleagues‘ Alpha pension equal to at least 28.97% of their salary.

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• Family friendly policies.

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• Personal support.

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• Coaching and development.

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nnTo find out more about HMRC benefits and find out what it‘s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil ServicenThings you need to know nArtificial intelligence nnArtificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.nSelection process details nnAs part of the application process, you will be asked to provide the following:nn

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• A name-blind CV including your job history. Your CV should be for no more than your last 3 roles. Please relate specific instances from your career high highlights suitability.

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• A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience from your career reflect the essential criteria of the role, using specific examples from your career were you can.

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nnPlease complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.nSift nnIn the event of a large number of applications being received, an initial sift may be held on your CV.nnAt full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.nnWe may also raise the score required at any stage of the process if we receive a high number of applications.nInterview nnThe interview will be up to 45 minutes in duration and will be held by a 3-person panel. During the panel interview, you will be asked Experience-based questions which will reflect the key responsibilities and essential criteria outlined in the job description.nnWhen answering you will be required to provide a specific instance from your career which demonstrates the Experience. You would be advised prepare specific examples from you career in advance. nnYou will be advised to apply the STAR (Situation, Task, Action, Result) technique when delivering examples. You would be encouraged to prepare demonstratable examples of your experience ahead of the interview to ensure meaningfulness and completeness.nnInterviews will take place via video link. Sift and interview dates to be confirmed. Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.nEligibility nnPlease take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – (insert vacancy ref) & vacancy closing date (insert date)‘. nnTo check that you are eligible to apply for this role, please review the eligibility information before submitting your application.nSponsorship nnWe have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.nThe HMRC app can help you with your application nnThe HMRC app can provide you with your past 5 years‘ employment history, making the process of filling in your application quicker and easier.nnIf successful in your application, you will need your National Insurance number for the onboarding process.nnDownload the HMRC app now and save your National Insurance number to your digital phone wallet.nHow to download the HMRC app and sign up for an account nnDownload the free HMRC app from the App Store or Google Play store. nnIf you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.nnYou‘ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.nnYou can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.nReserve List nnA reserve list may be held for 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.nMerit List nnAfter interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.nCriminal Record Check nnApplications 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.nHybrid working at HMRC nnHMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).nReasonable Adjustments nnWe want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.nnIf you need a change to be made so that you can make your application, you should: nn

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• Contact the UBS Recruitment team via as soon as possible before the closing date to discuss your needs.

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nnComplete 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.nAdditional Security Information nnPlease 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.nnFrom 1 April 2026, applicants will be required to meet updated nationality and residency requirements so that National Security Vetting (NSV)

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