Principal Head of ITSM - Service Analytics

The role falls within the Enterprise Live Services (ELS) a dedicated IT Service Management function, responsible and accountable for the implementation and management of quality IT Services that meets the needs of our business.
This role is designed to provide leadership for a crucial new sub-function within ELS, that covers our Service Management Analytics (Data) Practices and Capabilities.
Overall this is an exciting opportunity to integrate and build a new sub-function of service management analytics and data experts.
This role holder reports to the Head of Service Lifecycle Management and is accountable for (a) Service Management of analytics and data services across HMRCs live IT Estate, and (b) The accuracy, completeness and compliance of IT service management analytics data to support the stable, efficient and effective live operation of a complex and everchanging IT Estate.
To fulfil these accountabilities, the role holder will (a) Lead and develop our service management data experts in the following areas: IT Asset Management, Service Configuration, Service Continuity and Service Catalogue Management, and (b) Introduce effective organisational controls across the live IT Service estate to ensure HMRC gets the most value from our service analytics and data.
The successful candidate will be a key member of the ELS Senior Leadership Team, they will be accountable for the development and successful operation of the new Service Management - Service Analytics sub-function and the wider performance of the ELS.

Person specification
This is a senior position within CDIO's Enterprise Live Service function and will:
• Lead the sub-function.
• Ensure all services provided and / or managed by the sub-function are meeting targets, continually improving and demonstrating value for money
• Work closely with service delivery teams to ensure the overall IT service being delivered by Product and Platform Functions to our customers is meeting targets, continually improving and demonstrating value for money.
• Establishing holistic CDIO service management guidelines, standards and internal / external service integration processes, ensuring compliance. Actively facilitating the sharing of best practices and learning in the area of service management and integration across HMRC.
• Manage the people and processes required for the monitoring, measurement, maintenance, reporting and continuous improvement of integrated technology services; ensuring high levels of performance across a number of key ITIL (v4) processes.
• Recruit, develop and motivate people within the assigned sub-function, ensuring they perform to their potential, and meet their role objectives.
• Play an active role in the Enterprise Live Service Senior Leadership Team, taking a joint responsibility for running and steering the wider Enterprise Live Service function., A name-blind CV including your job history and previous experiences of no more than 2 pages.
Personal Statement
A 500-word Personal Statement. Demonstrate your successful experience / outcomes and skills against the person specification, in particular the essential criteria and experience.
Further details around what this will entail are listed on the application form.
2. Sift
In the event of a large number of applications being received, an initial sift may be held on your CV.
At full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications
3. Interview
During the panel interview, your experience will be assessed, and you will be asked behaviour-based questions to explore in detail what you are capable of.
You will also be asked to prepare a 10-minute presentation on - Improving Service management and Operations with Service Analytics maturity.
Interviews will take place via video call.
Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Merit List
After interview, a single merit list will be created and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
+ Contact the UBS Recruitment Excellence Team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Additional Security Information
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
Important information for existing HMRC contractual homeworkers:
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window)., Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via unitybusinessservicesrecruitmentresults@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

Are you great at building relationships with key partners?, • Extensive experience within an IT Service Management environment.
• ITIL v4 Practitioner / Expert level (preferred), ITIL v4 Foundation (minimum) - must be able to achieve ITIL v4 Practitioner within 12 months of joining
• Proven IT Service Management leader with experience running a large IT service estate within public (HMG) or private organisations with different sourcing strategies, approaches
• Practical experience within the area of influence (e.g. “Service Analytics” – specific to the practices/capabilities referenced in this role profile)
• Experience driving effective IT governance and control of large, disaggregated supply chains
• Ability to making good decisions both strategic and operationally, at pace, within a challenging environment.
• Ability to build relationships in a collaborative manner at all levels of the government organisation, including strategic relationship management with a wide and varied 3rd party supply chain
• Proven ability to influence a range of senior stakeholders to understand and execute responsibilities in making, delivering and improving an IT Service Estate
Desirable Criteria:
Experience in the following:
• A good understanding of the functions within CDIO and HMRC
• ITIL Service Operations qualification
• Managing IT activities in a large and complex IT environment
• Transformation activities in a Service Management arena
• Leading cultural and technical transformation in operational teams.
• Delivering key IT changes/implementations
• Supporting the wider CDIO activities to achieve HMRC objectives, + Delivering at Pace
+ Managing a Quality Service
+ Leadership

Technical skills
We'll assess you against these technical skills during the selection process:
+ You will be asked to prepare a 10-minute presentation on - Improving Service management and Operations with Service Analytics maturity., Combined TC and OGD Pay - English - July 2024 Opens in new window (docx, 129kB)

If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.
For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.
HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.
This is an exciting time to join an organisation that probably doesn’t work how you’d imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it. here.
We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.
Our role is within Chief Digital & Information Group (CDIO), we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.
We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance. And we’re creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work.
HMRC is a customer centric organisation which puts customer requirements at the forefront of everything we do.

Alongside your salary of £68,966, HM Revenue and Customs contributes £19,979 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
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 27% 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 HMRC hear from our insiders or visit Thinking of joining the Civil Service.