Senior IT Service Manager (Crown Hosting)

We want to maximise the potential of everyone who chooses to work for us. We offer a great work life balance. You have the opportunity to work at any of our brand-new Regional Centres and to also work remotely. Contracts vary in length dependent upon the project with the possibility to extend.

Your time spent with us short or long term will be invaluable - your skills and expertise are needed to deliver the largest digital and transformation projects in Government. There really couldn’t be a better time to join HMRC for your new contract opportunity!

HMRC's Enterprise Cloud Services (ECS) are looking for a Senior IT Service Manager with experience across Public Cloud platforms & products, stakeholder management, and IT service processes to join our ECS Platform team.

This is a 10 month day rate contract.

Within HMRC’s Chief Digital & Information Group (CDIO), specifically in the Chief Platform Office (CEPO), we are transforming and growing our Enterprise Cloud Services (ECS) capability to enhance HMRC’s Cloud Centre of Excellence. We are already a diverse team of 80+ individuals, creating a dynamic and inclusive working environment whose skills cover Architecture, Development, Service Design, Operation and Governance.

ECS provides private cloud, onpremises, and public cloud hosting services and products. We take a product and platform-based approach, enabling the organisation to deliver digital tax services while addressing technology debt.

***Security vetting level for this post is "SC" cleared - you will already have this level of clearance or have held it previously***

The Role

The Senior IT Service Manager plays a key role in supporting platform and product-based service delivery across ECS cloud platforms. Working closely with Platform Owners, Architects, Product Owners, Analysts, Security and Supplier Managers, you will help instil industry best practice and ensure services are delivered effectively.

You will be responsible for ensuring service availability, performance, and process maturity across the technical landscape, supporting service management activities and ensuring alignment with SLAs and KPIs.

This role encompasses full IT Service Management responsibilities for platforms and products within a defined area, including accountability for service management functions and continuous improvement.

Person Specification

Service Management Leadership: Support Platform Owners in delivering effective service management across cloud platforms and products, embedding ITIL-aligned best practices and ensuring consistent service quality.

Service Performance & Delivery: Ensure services meet agreed SLAs and KPIs, maintaining availability, reliability and performance across a complex hybrid cloud and on-prem environment.

Stakeholder Engagement: Build and maintain strong relationships with stakeholders across business and technical teams, ensuring clear communication and alignment with organisational priorities.

Operational Excellence & Improvement: Identify service improvement opportunities, manage risk and escalate issues appropriately, contributing to continuous service enhancement.

Change, Incident & Risk Management: Ensure technical changes are governed effectively, while managing incidents, problems and risks to minimise disruption to services.

Our Values

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact your designated recruiter to request accommodation.