IT Service Manager

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CDPO VOA provides digital services and IT support to the Valuation Office Agency (VOA), drawing on HMRCs wider digital expertise to ensure our customer receives the right level of service. We build, operate and support both shared HMRC platforms and specialist, bespoke services that are critical to VOAs work.

We are looking for people who demonstrate a collaborative and inclusive approach, with a strong ability to communicate clearly and effectively with a wide range of stakeholders. You will take accountability and ownership for your work and be committed to continuous improvement, with the ability to coach, mentor, reflect, and give and receive feedback.

You will be flexible and adaptable, able to work with appropriate urgency in a live service environment, and passionate about keeping the customer at the heart of everything you do.

A Senior IT Service Manager is responsible for delivering robust service management across multiple platforms, channels and cloud‑based services, ensuring service availability, performance and process maturity.

You will oversee the day‑to‑day operation of CDPO VOA key services within a hybrid environment, spanning both cloud and on‑premises solutions. This includes building and maintaining strong working relationships with other CDIO teams and third‑party suppliers to ensure services are effectively supported and continuously improved.

The role is Cross-cutting across CDPO VOA, working collaboratively with resolver, development, build, run and maintenance teams. You will also support projects and programmes during service transition and Early Life Support, ensuring new and changed services are operationally ready and can be safely introduced into live service.

• Govern ITSM processes using ITIL 4 best practices.
• Manage cloud platforms and subscriptions (e.g., Azure, AWS).
• Oversee incident and problem management.
• Maintain accurate configuration and asset data.
• Provide change and release governance.
• Monitor performance and report on KPIs.
• Engage stakeholders across service teams.
• Drive continual service improvement initiatives.
• Ensure compliance with security and usage policies.
• Communicate and influence effectively with the ability to collaborate across teams and organisational boundaries.
• Be pragmatic and persuasive with strong negotiation skills.
• Knowledge or experience of Valuation Office (VO) applications, services or business processes, including supporting specialist or bespoke services aligned to VO operational needs.

Essential Criteria

• Experience of working in an IT Service Management or Service Delivery role, contributing to the effective operation of live IT or digital services within a structured service management framework (for example ITIL).
• Working knowledge of either ITIL practices (v3 or v4) at foundation, with practical experience applying service management processes such as incident management, change management, problem management, service level management and continual service improvement in an operational environment.
• Experience of supporting service availability and performance, working to agreed service levels and key performance indicators, and contributing to the identification and delivery of service improvements.
• Experience of responding to and supporting the resolution of service issues and incidents, including assessing and escalating risks and issues appropriately, and ensuring timely and effective communication with stakeholders.
• Ability to work collaboratively with multi‑disciplinary teams, including technical specialists, product or delivery teams, suppliers and security stakeholders, to support the delivery and continuous improvement of IT services.
• Strong communication and stakeholder engagement skills, with the ability to communicate service information clearly and confidently to both technical and non‑technical audiences.
• An understanding of how digital and IT services support statutory or operational functions.

Transitional Sites Information

If your location preference is for one of the following sites, its 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:

• 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.