Senior IT Service

Senior IT Service Manager – HM Revenue and Customs

Employer: HM Revenue and Customs (HMRC)
Job reference: 481601
Salary: £45,544 – £49,523
Grade: Senior Executive Officer (SEO)
Contract: Permanent
Working pattern: Full-time, part-time, job share and flexible working
Number of vacancies: 1
Locations: Bristol, Cardiff, East Kilbride, Edinburgh, Glasgow, Leeds, Manchester, Telford and Worthing
Closing date: 11:55 pm, Thursday 15 October 2026

Sponsorship

Skilled Worker visa sponsorship is not available for this vacancy.

HMRC states that the role has been assessed against Home Office and HMRC criteria and is not open to applicants who require visa sponsorship.

About the Role

HMRC is recruiting a Senior IT Service Manager to join its Business Tax team within the Chief Digital and Information Office (CDIO) Live Service function.

The successful candidate will support incident response, change delivery and service improvement across complex, high-volume IT services.

The role involves working with services that are being modernised, including the move away from legacy systems towards more flexible and cloud-based solutions. The position also provides exposure to modern technology, automation, data-led working and large-scale services supporting HMRC operations.

Key Responsibilities

The successful candidate will:

• Support incident response and business-critical issues.
• Manage service improvement activities.
• Support change delivery across live services.
• Manage risks, issues and service dependencies.
• Work with senior stakeholders, suppliers and delivery teams.
• Help maintain service reliability and performance.
• Apply governance, risk and assurance processes.
• Maintain service documentation and management information.
• Support decision-making across service, delivery and commercial stakeholders.
• Manage services through external suppliers to support high availability and performance.

Essential Requirements

Applicants should have:

• Experience working within an IT Service Management function.
• Practical knowledge of risk management and continual improvement.
• Experience of incident management, including business-critical incidents.
• Experience analysing and managing problems arising from IT service incidents.
• Understanding of implementing, delivering and decommissioning IT services.
• Ability to work autonomously and remain resilient in fast-paced and ambiguous environments.
• Experience managing competing priorities, stakeholders, resources and suppliers.
• Understanding of IT services, products, tools, methods and procedures used in service operations.
• Experience managing stakeholders at different levels.
• Experience using suppliers to support service availability and performance.
• Demonstrable experience applying governance, risk, assurance and reporting practices within live service or delivery environments.

Desirable

• ITIL v4 certification, or willingness to work towards the certification.

Behaviours Assessed

The selection process will assess:

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

Working Arrangements

HMRC operates flexible and hybrid working policies.

The advert states that HMRC is an office-based organisation and colleagues are expected to spend 60% of their working time in the office. Where the role permits and the home environment is suitable, employees may work from home for up to two days per week, averaged over a calendar month.

Part-time arrangements are available, with salary adjusted on a pro-rata basis according to the agreed working hours.

Salary and Benefits

The salary is £45,544 – £49,523, with external applicants joining at the minimum of the pay band.

Benefits include:

• Civil Service Defined Benefit Pension, with an employer contribution of 28.97%.
• 25 days’ annual leave initially, increasing by one day per year of qualifying service up to 30 days.
• Flexible and hybrid working options where applicable.
• Family-friendly policies.
• Personal support.
• Coaching and development opportunities.

Application Process

Applications will be made through Civil Service Jobs using the Success Profiles recruitment framework.

Applicants will need to provide:

• A name-blind CV covering up to their last three roles.
• Up to 250 words for each role describing responsibilities, key activities and achievements.
• A 750-word Personal Statement explaining how their skills and experience meet the essential criteria.
• Evidence of desirable criteria where applicable, with a maximum of 250 words.

If a large number of applications are received, an initial sift may be conducted using the CV.

Successful applicants at the full sift stage will be invited to interview.

Interview

Interviews will take place by video link.

The interview will assess experience, behaviours and strengths through a combination of behaviour-based and strength-based questions.

Location Information

Applicants must select a location they are willing and able to work from. HMRC states that only one offer of employment will be made and that location preferences cannot be changed after the application is submitted.

The advertised locations are:

• Bristol
• Cardiff
• East Kilbride
• Edinburgh
• Glasgow
• Leeds
• Manchester
• Telford
• Worthing

Applicants selecting Telford Plaza should note that the site is not a long-term HMRC location and is expected to move to Parkside Court, Telford, in the future.

Eligibility

The role is broadly open to eligible UK nationals, Irish nationals, certain Commonwealth nationals with the right to work in the UK, eligible EU/EEA/Swiss nationals and other groups meeting the Civil Service nationality and right-to-work requirements.

Applicants should check the Civil Service eligibility requirements before submitting an application.

Application Deadline

Apply before 11:55 pm on Thursday 15 October 2026.

How to Apply

Applications should be submitted through the official Civil Service Jobs vacancy.

Job reference: 481601

Source: Civil Service Jobs / HM Revenue and Customs