Service Manager


Company:	HMRC
Salary:	£45,544
Hours:	Full-time
Location:	glasgow, G2 8HS
Working pattern:	Hybrid - 2 days remote
Job type:	Permanent
Posting date:	1 Aug 2026
Closing date:	13 Aug 2026

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Summary

As a Service Manager, you will play a key role in ensuring that digital services remain secure, resilient, user-focused and aligned to business objectives. You will work across multidisciplinary teams and suppliers to support and improve live services, helping ensure they meet customer needs and performance expectations

Job description

This is an exciting opportunity to join HMRC CDIO Business Tax as a Service Manager, responsible for the live operation, performance, and continuous improvement of digital services.

Working in a multi-disciplinary environment, you will collaborate with Product Managers, Delivery Managers, architects and operational colleagues to ensure services are stable, compliant and delivering value.

You will contribute to the effective running of services across the lifecycle, supporting governance, managing risk, and embedding continuous improvement based on user insight and data.

Key Responsibilities:

Manage and maintain live service performance, including monitoring KPIs and SLAs.

Manage incidents, problems, and risks, ensuring timely resolution and mitigation.

Support service governance and assurance processes.

Collaborate with product, delivery and technical teams to maintain service quality.

Engage with stakeholders to ensure alignment with business and policy outcomes.

Drive continuous improvement using service data and user feedback.

Support release and change management, minimising service disruption.

Contribute to service lifecycle decisions, including readiness and transition.

Person specification

Proven experience in managing or supporting live digital or IT services, including handling incidents, risks, and service issues, with familiarity in service management frameworks such as ITIL.

Strong stakeholder engagement and communication abilities, with experience collaborating in multidisciplinary teams.

Skilled in leveraging data and metrics to drive improvements in service performance.

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