IT Service Manager

Job summary

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As an IT Service Manager within CDIO, you will be working on services that are actively being modernised, including moving away from legacy systems towards more flexible, cloud-based solutions. There is real opportunity to be involved in improving live services while they are evolving, not just maintaining them. The environment is increasingly data-led and technology-driven, giving you exposure to modern tools, automation, and new ways of working.

You’ll gain experience in complex, high-volume services (like Corporation Tax) that have a direct impact on HMRC operations. CDIO offers the chance to develop service management skills in a large-scale, nationally critical environment.

You’ll be part of a culture that encourages continuous improvement, innovation, and learning as transformation progresses.

Job description

Working as part of the Business Tax team, you will operate within CDIO’s Live Service function, supporting incident response, change delivery, and service improvement activities across complex, high-volume services.

Person specification

• Strong analytical and problem-solving skills, especially under operational pressure.
• Confidence engaging with stakeholders, including clear written and verbal communication.
• A proactive, accountable mindset with a focus on service reliability and user impact.
• Ability to operate effectively in environments with legacy technology, complex dependencies and external suppliers.

Essential Criteria

• Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas.
• Investigate problems and opportunities in existing processes and contribute to recommending solutions.
• Work with stakeholders to identify objectives and potential benefits.
• Identify process optimisation opportunities with stakeholders and guidance to contribute to the implementation of proposed solutions.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Produce relevant reports in a standard format and agreed timeframe.
• Work with important stakeholders to discuss any changes in the reporting processes.
• Understand how to work with stakeholders and contribute to improving these relationships.
• Understand the core technical concepts related to the role, and apply them with guidance.

Desirable Criteria

• ITIL v4 certification (or willingness to work towards).

Working Pattern

Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We cannot guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

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 the following site, it’s important to note that this is not long-term site 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)

This site is:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle

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.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing

Benefits

Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 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 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 infor