Service Delivery Manager

H M Revenue & Customs
Newcastle Upon Tyne, UK
21 Aug 2019
29 Aug 2019
Contract Type
Full Time
About us
Revenue & Customs Digital Technology Services Ltd (RCDTS) is a company wholly owned by HMRC, and it exists to support and deliver HMRC's ambitious digital vision.
With 60000+ staff and 50m customers, HMRC is one of the biggest organisations in the UK, running the largest digital operation in Government and one of the biggest IT estates in Europe. RCDTS works from six modern, state-of-the-art digital delivery centres where multiple cross functional agile teams thrive in one of the most dynamic and innovative environments in the UK. We are expanding our Service Management & Operations Group and recruiting a Service Delivery Manager based in Newcastle.

RCDTS comprises a team of technology experts working on essential IT projects, and support of the live service, developing the technology that supports the collection of money that pays for the UKs public services.

Service Management & Operations form part of CDIOs Technology Platform Services team. We are accountable for the end to end service for HMRCs IT Systems and Services and our focus is on ensuring consistent, excellent Customer Experience.
Service Management & Operations work closely with the other Delivery Groups and their partners to bring those IT Systems and Services together.
We are made up of over 500 colleagues in 7 functions, spread across 3 core sites, with Service Managers at other HMRC sites

Employee Benefits
Revenue & Customs Digital Technology Services offers a wide range of Employee Benefits comprising:
  • Corporate Pension Scheme
  • Leave entitlement - 22 days on joining, rising to 25 days after 1 year and 27 days after 10 years' service
  • Corporate life assurance (x 4 salary)
  • Voluntary travel insurance
  • Voluntary personal accident cover
  • Healthcare Cash Plan
  • Childcare vouchers
  • Cycle to work scheme
  • Group Income Protection scheme
  • Non-contractual bonus scheme
  • Interest free season ticket loan
Summary of the role:
The Service Delivery Manager is aligned to delivery areas (Delivery Groups - DGs) and is accountable for the depth of IT service delivered by their assigned delivery areas ensuring this delivery forms a part of an end to end service consistent with the objectives and strategy of the Customer Groups. The SDM will immerse themselves in all aspects of the service provided by their delivery areas so they can align and develop these services with the needs of the Customer Groups foremost in their minds.

The SDM will assist in the management of escalations by using their strong relationships with the DGs/Suppliers to ensure a prompt resolution. Utilising their Service Management experience, the SDM will recommend possible alternative avenues of investigation to result in the resolution of any escalated issues.

In collaboration with the DG Service Management teams, the SDM will shape and create a Monthly Service Report that illustrates the performance against agreed targets for that DG. The SDM will review this service with the DG on a regular basis, ensuring there are remediation activities to redress any services failing their targets and a Continual Service Improvement Plan that will define how services can be enhanced to the benefit of the end-user.
The SDM will work in partnership with the Business Service Manager and Service Management & Operations functions (Incident, Problem, Availability and Capacity Management for example) to confirm that the services delivered by their DGs are allied to the IT strategy of the relevant Directorates.

Responsibilities include:
  • To provide a point of contact for the BSM role for their assigned Delivery Group/s and a conduit back into Service Management & Operations for those assigned Directorates.
  • In conjunction with the BSMs, ensure the requirements of the Directorates are foremost in the mind of those delivering services
  • To provide quality-assurance of changes, new services and ensure any associated artefacts are accurate and to the agreed standards
  • Work as a trusted-advisor to their assigned DGs by providing advice & guidance when required
  • To intervene in the management of high priority incidents (HPIs) or IT change if they feel it requires their input
  • Review (and help write if necessary) communications provided by the DG to make sure they are in a language that will be understood by business stakeholders
  • To ensure the DG operational performance targets are met and aligned with all Customer SLAs
  • To intervene when a significant issue is not progressing in a timely manner (especially when it involves multiple DGs) if they feel additional coordination is required.
  • To work closely with all key stakeholders to ensure the success of the IT elements (provided by their DGs) for Key Business Events
  • Undertaking post incident reviews (PIRs) and the tracing of actions through to completion

Essential Knowledge, Criteria and Skills
  • A demonstrable knowledge of the Live-Service Lifecycle, from design, through transition into Live and then ongoing support, using your experience to the benefit of the DG and effectively mitigating Risks
  • A clear understanding of how to manage IT Services in an ITIL environment, ideally with a minimum of an ITIL Foundation qualification
  • The ability to create clear and concise communications, using appropriate language understood by technical and non-technical stakeholders, to ensure expectations are agreed and managed
  • A good understanding of how well-written reports and communications can help inform and guide their DGs, especially during escalations and the investigations into underlying issues
  • Expertise/experience in influencing internal/external teams to meet/exceed Business Directorate requirements
  • Skilled at building strong relationships within the DGs and service providers that will benefit your DG
  • The ability to describe a what a high-quality service is to those who will have to deliver it
  • Aptitude to ensure the smooth transition of new services into Live - knowing what artefacts are required and what they should contain
  • The ability to know when to apply ITIL best-practice or when to adapt a process to fit the requirement
  • Problem-solving skills when analysing issues and how to lead others to the same solution. Good all-round communication skills to all levels of seniority and a strong background in creation & review of documentation.
  • ITIL foundation
  • Risk analysis

Desirable Knowledge, Criteria and Skills
  • A broad knowledge of the of IT Services delivered by their assigned DGs and the ability to know when to intervene if this is not being delivered
  • A working knowledge of CDIOs Digital Strategy and how the DGs are working towards this plan
  • ITIL Service Operations (optional)
To apply, please send your CV to Megan Namas at before the closing date 28 August and include the vacancy title - Service Delivery Manager ZR_459_JOB - in the subject header of your email

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