Service Owner

Job summary

Discover 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.

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HMRC is one of the UK's largest and most digitally advanced organisations, delivering services that support millions of customers and businesses every day. Through ambitious digital transformation, we're creating simpler, faster and more reliable services that improve customer experiences and enable colleagues to work more effectively.

The Chief Digital and Information Officer (CDIO) Group plays a critical role in this transformation, designing, delivering and operating some of the UK's most important digital services. As a Service Owner, you'll be at the forefront of ensuring these services remain resilient, secure and customer-focused while continually evolving to meet changing business and user needs.

This is an exciting opportunity to lead strategic service management across complex digital products, influencing decisions at a senior level and driving continuous improvement across services used at national scale.

Job description

As a Service Owner, you will be accountable for the end-to-end performance, operation and continuous improvement of one or more critical digital services. You will provide strategic leadership, ensuring services deliver value for users while remaining sustainable, secure and operationally effective.

Person specification

Key responsibilities

• Owning the overall performance, reliability and availability of up to 140 live digital services.
• Developing and delivering service strategies, operating models and service roadmaps that support organisational priorities.
• Driving continuous service improvement through data, user insight and performance analysis.
• Leading service governance, risk management and operational assurance activities.
• Managing live service budget and financial performance, ensuring effective use of resources and value for money.
• Building and maintaining effective supplier and commercial relationships to support service outcomes.
• Acting as the senior escalation point for major incidents, service risks and operational challenges.
• Working collaboratively across product, delivery, architecture, security and operational teams to optimise service performance.
• Defining, monitoring and improving key service metrics, including KPIs, SLAs and customer outcomes.
• Providing clear reporting and recommendations to senior leaders, enabling informed decision-making.
• Championing service excellence, resilience and customer-centric delivery across the organisation.

Essential Criteria

• Significant experience owning and leading multiple complex live digital services delivering critical business outcomes.
• Demonstrable experience improving service performance through data, insight and evidence-based decision making.
• Strong leadership and stakeholder management skills, including influencing senior leaders and multidisciplinary teams.
• Experience managing service risks, resilience, continuity and major operational incidents.
• Experience developing and delivering service strategies, operating models and service roadmaps.
• Experience managing budgets, forecasting and delivering value for money.
• Experience managing suppliers and commercial relationships to achieve service outcomes.

Desirable Criteria

• Knowledge of ITIL v4 or equivalent service management frameworks.

Further Location Information

Please 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.

Office Closures

If 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.

For more information on where you might be working, review this information on our locations (opens in a new window)

These sites are:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford - moving to Parkside Court, Telford
• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford

You will be given more information about what this means at the job offer stage.

Leeds Location

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.

Benefits

Alongside your salary of £71,725, HM Revenue and Customs contributes £20,778 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).

HMRC 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.

We 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.

• 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.

To find out more about HMRC benefits and find out what it’s really like to work for HMRChear from our insiders or visitThinking of joining the Civil Service

Things you need to know

Artificial intelligence

Artificial 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 plagia