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Practice Manager - Service Level Management
Practice Manager - Service Level Management
Job details
Full job description
Details
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Information Technology
Working pattern
Number of jobs available
Contents
- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
Location
Telford - Plaza 1 and 2
Worthing - Teville Gate House
About the job
Job summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what its really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
Enterprise Live Services is part of HMRCs Chief Digital & Information Officer Group, delivering critical IT services and ensuring consistent, excellent customer experience. Our Service Level Management (SLM) function is central to maintaining and improving service performance, governance, and commercial protection for HMRCs IT estate.
Job description
As the Service Level Management Team Lead & Practice Manager, you will:
Lead and develop a high-performing Service Level Management Practice, working across value streams and collaborating with Practice Owners, Value Stream Owners, Service Owners, and Account Executives.
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Additionally, to Service Level Management, this role is expected to develop the Availability Management Practice in line with organisation expectations and capability maturity targets. Provide visible leadership and subject matter expertise, ensuring processes and activities are completed efficiently and effectively. Manage, develop and direct a team, with responsibility for line management, task management, and behavioural development. Own the Service Level Management and Availability Management policy, processes, procedures, and working instructions, ensuring compliance and continual improvement. Govern and monitor compliance with service level frameworks, including OLAs, SLAs, and XLAs, across internal teams and suppliers. Oversee the delivery of end-to-end performance reports, supplier performance metrics, and service performance trend analysis. Drive process improvement, strategy development, and the maturity of the SLM and Availability practice, aligned to organisational goals and the CDIO Target Operating Model.
- Engage with senior stakeholders, suppliers, and other government departments to share best practice and enhance outcomes.
Person specification
This role is vital to embedding the CDIO Target Operating Model, improving service availability across HMRC and its users, and delivering high-value outcomes for our customers. You will shape the future direction of the practice, drive process and organisational change, and ensure the maturity and capability of the Service Level Management and Availability Management functions.
Key Responsibilities
Develop and lead the Service Level Management and Availability management Practices, building capability and standardising ways of working.
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Deliver informative, timely, and accurate service performance and business reporting for senior stakeholders (e.g., Weekly Digest, Live Service Reviews, Performance Hub). Manage SLA/OLA governance, reviews, and maintenance, including the SLA and OLA Library. Lead stakeholder meetings and forums, presenting technical service information and resolution options. Collaborate with suppliers to ensure practice standards are maintained and improved. Drive continual improvement of reporting processes, stakeholder engagement, and practice maturity. Maintain the SLM Service Catalogue and lead SLM forums. Manage and continually develop the SLM Product set, incorporating tooling, using a product mindset
- Ensure compliance with ITIL and Lean IT principles and support the development of strategies and plans for service improvement.
Essential Criteria
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Deep subject matter expertise in Service Level Management and Availability Management, including policy, process, and elements of supplier management. Strong communication, negotiation, and stakeholder management skills, with the ability to influence at all levels. Experience in process improvement (Lean/Six Sigma), strategy development, and practice maturity. ITIL v4 Foundation (mandatory), with additional ITIL and Agile qualifications desirable (see below). Technical proficiency with ITSM toolsets (e.g., ServiceNow), Power BI, and Microsoft Office. Significant recent experience in service management or a related field.
- Please see Qualifications section for more information.
Transitional Sites Information
If your location preference is for the following site, its 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
This site is:
- Telford Plaza, Telford - moving to Parkside Court, Telford
You will be given more information about what this means at the job offer stage.
Qualifications
ITIL v4 Foundation (mandatory)
ITIL 4 Leader Digital and IT Strategy (Strategic Leader Module)
Agile Scrum Foundation or Agile PM Foundation
ITIL v4 Practice Manager qualification (SLM stream)
Lean IT Foundation
IT4IT v3 Foundation
ITIL 4 Managing Professional qualification
Benefits
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 its really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service
Things you need to know
Artificial intelligence
Selection process details
How to Apply
As part of the application process, you will be asked to provide the following:
A name-blind CV including your job history and previous experiences. Your CV should cover up to your last 5 roles, detailing your responsibilities and key achievements (max 100 words per role).- A 750-word Personal Statement. Your personal statement should clearly demonstrate how your skills and experience meet the essential criteria and person specification.
Further details around what this will entail are listed on the application form.
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 for more information on appropriate and inappropriate use.
Sift
In the event of a large number of applications being received, an initial sift may be held on your personal statement.
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.
Interview
During the panel interview, you experience will be assessed, to determine your suitability for the role.
You will also be asked to prepare and deliver a Presentation, of up to 10-minutes, to further assess your knowledge, experience and suitability for the role. Further details on the remit of the presentation will be provided in advance should you be invited to interview.
Interviews will take place via video link via Microsoft Teams. 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 with your eligibility form, 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, well let you know via your Civil Service Jobs account.
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.
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.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
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 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 youre deaf, a Language Service Professional.
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 applicants 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.
Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK.
Feedback will only be provided if you attend an interview or assessment.
Security
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)
- 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
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : David Redwood`
- Email : david.redwood@hmrc.gov.uk
- Telephone : 07393 146171
Recruitment team
- Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk
Further information
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk . Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles.
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.