Senior IT Service Manager

Overview

In this role you will lead the delivery and continuous improvement of critical IT services during a major transformation. You will partner with senior stakeholders and suppliers to ensure reliable, customer-focused services that support millions of users. You will drive service performance, manage incidents, and shape future IT service management in a complex government environment. This is an opportunity to influence resilience and efficiency while working with a diverse, collaborative team in a modern digital tax administration context.

Pay / Benefits

• flexible and hybrid working
• Civil Service Defined Benefit Pension scheme contributions
• generous leave starting at 25 days, up to 30
• Alpha pension contributions (at least 28.97% of salary)
• coaching and development
• family-friendly policies

Responsibilities

• Own the performance and health of assigned IT services using data and feedback to identify risks and drive improvements
• Lead incident response and complex service issues, coordinating technical teams and suppliers to restore service and prevent recurrence
• Build trusted relationships across boundaries to maintain shared ownership of service performance and priorities
• Provide challenge and judgement during service and technology changes, ensuring readiness and minimizing customer impact
• Maintain clear understanding of assets, costs, dependencies, and risks to inform decisions on service performance and investment
• Champion continuous improvement by turning live-service analysis into practical improvements for resilience and customer experience
• Work autonomously in a complex environment, managing competing priorities and escalating significant risks when needed

Key requirements

• Experience in managing and improving live IT services, including incidents and continuous improvement
• Ability to analyse and present insight on service performance gaps
• High autonomy and resilience in fast-paced environments
• Strong stakeholder and supplier management skills
• Risk management and operational problem-solving in IT
• Collaborative, cross-team communication and influence across organisational boundaries
• Experience leading complex activities with multiple stakeholders
• IT Service Management experience

• collaboration
• communication
• influence
• IT Service Management
• Incident management
• Service performance analysis

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