Head of IT Service Management (Service Owner)

Job summary

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HMRC is transforming the UK’s tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission.

We are building high-quality digital services that will enhance the customer experience, enable real-time interactions, and make tax simpler and more intuitive for everyone. By equipping our colleagues with modern tools and technologies, we are also reshaping how we work, allowing HMRC to focus its resources where they can deliver the greatest impact.

CDIO Borders and Trade supports the HMRC Borders and Trade group delivering IT projects that enable HMRC’s wider customs strategy and policies. We design, manage and maintain the IT services that support customs and international trade activities.
Our team is made up of specialists in delivery, business analysis, engineering, and live service support. We work closely with stakeholders across HMRC to ensure our IT systems meet their needs.

Job description

As Head of IT Service Management, you will be responsible for setting the strategic direction, operational leadership and continuous improvement of a portfolio of business-critical testing, assurance, analytics and stakeholder services that support the delivery of major digital services.

You will lead the delivery of External Test Services, providing oversight of testing environments, assurance activities, analytics and insight capabilities, governance, communications and stakeholder engagement functions. The role is accountable for ensuring service performance, operational resilience, release readiness, risk management and the effective delivery of services that support internal and external users.

You will lead and develop a multidisciplinary team, providing leadership, people management and strategic direction across multiple service areas. Working closely with senior stakeholders, suppliers and technical teams, you will ensure services remain stable, secure and responsive to evolving business needs while driving continuous improvement and operational excellence.

The role requires strong technical and operational understanding, including experience of API-based services, service monitoring and analytics platforms, performance reporting, incident management, service assurance and risk-based decision making.

You will use data and insights to inform service improvements, support strategic planning and ensure services continue to meet organisational objectives.

As a senior leader, you will be responsible for balancing operational priorities, managing service risks, overseeing resource allocation and ensuring the successful delivery of complex work across multiple business-critical services.

Person specification

We are seeking an experienced operational leader with a strong blend of service management, technical understanding, people leadership, and stakeholder engagement skills. The successful candidate will have a proven track record of leading business-critical digital services within a complex environment, balancing strategic leadership with day-to-day operational delivery.

You will be capable of leading multidisciplinary teams, driving service performance, managing operational risk, and ensuring the effective delivery of high-quality services.

You will be comfortable working with technical specialists, interpreting service data and insights, and making informed decisions that support service stability and continuous improvement.

The ideal candidate will possess excellent communication and influencing skills, with the ability to build strong relationships across technical teams, suppliers, business stakeholders, and external partners. Above all, you will be a resilient and proactive leader, able to manage competing priorities while developing people, improving services, and delivering positive outcomes for customers and the organisation.

Key Accountabilities

• Lead and manage the delivery of External Test Services, ensuring services are stable, resilient, and aligned to business and customer needs.
• Provide leadership and line management for a multidisciplinary team, driving performance, capability development, and employee engagement.
• Maintain operational oversight of testing, assurance, analytics, reporting, governance, communications, and guidance services.
• Ensure effective service performance management through the use of data, monitoring, reporting, and operational insight to support informed decision-making.
• Manage operational risks, incidents, escalations, and service issues, ensuring appropriate mitigation and resolution activities are in place.
• Build and maintain strong relationships with internal and external stakeholders, suppliers, and delivery partners to support service delivery and organisational objectives.
• Oversee service assurance, release readiness, and governance activities to ensure services remain reliable, compliant, and fit for purpose.
• Drive continuous improvement initiatives to enhance service quality, efficiency, resilience, and customer experience.
• Provide strategic and operational advice to senior leaders, using service data, performance metrics, and operational insight to support decision-making.
• Ensure effective resource planning and prioritisation across the service portfolio, balancing operational demands, business priorities, and future service requirements.
• Promote a culture of continuous learning, collaboration, innovation, and accountability across the team.
• Act as the senior operational lead for the service area, representing the function at governance forums, stakeholder engagements, and leadership discussions.

Essential Criteria

• Significant experience managing technical testing, assurance or pre-production services that support the delivery of complex digital platforms.
• Strong technical understanding of APIs, service integrations and operational service management.
• Experience using monitoring and analytics tools (e.g. Kibana/Elastic, Power BI) to drive service performance, incident management and data-led decision making.
• Demonstrable leadership and people management experience, including developing teams and delivering through others.
• Strong stakeholder management skills, with the ability to influence and collaborate across technical teams, suppliers, business stakeholders and external partners.
• Proven track record of managing operational risk, service assurance and continuous improvement to deliver resilient, high-performing services.

Desirable Criteria

• Experience delivering operational efficiencies through automation, analytics, or process improvement.
• Relevant professional qualifications (e.g. ITIL, Agile, Service Management, Project Management, or Leadership qualifications).

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 C