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Senior IT Service Manager (ESI)

£37,503 - £41,683
HM Revenue and Customs


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.

The Team:

Enterprise Integration Services (EIS) are part of HMRCs Chief Digital Information Officer (CDIO) group and manage HMRC’s core integration/ middleware services, dealing with over a billion transactions every year and connecting hundreds of HMRC services.

We provide fundamental platforms for delivering Application Programming Interface (API) access to HMRC systems, enabling the HMRC digital agenda, API strategy and wholesale transformation programme.

We use modern open-source products and work in an Agile way to deliver flexible, cost effective integration solutions.As a Senior IT Service Manager in the EIS External Software Integration (ESI) Software Developer Support Team (SDST), you will manage a team of service managers and analysts, providing API delivery and support to API consumers (external software developers, other government departments, etc.), helping them to develop and manage their software to exchange data with a growing portfolio of HMRC APIs.

You will also have responsibility for working with business and policy colleagues to deliver changes to existing API services, impact policy proposals/initiatives and to deliver new API services.

As the successful candidate, you will have a track record of using your own initiative to good effect and making fact-based decisions on service management and support issues. You will have a reputation for achieving the highest performance standards.

You will also be credible, influential and an encouraging team-player: Someone who is self-motivated, a confident communicator with good interpersonal skills and a proven dedication to continuous improvement in self and others.

This is an exciting opportunity suited to someone who is proactive and hardworking, has recent experience in a similar role and enjoys working in a dynamic environment.?

Specific responsibilities will include:

• Line management of staff in your team;
• Providing consistent and high-quality delivery and operational support to API consumers, using Agile principles;
• Working closely with internal business, policy and API development teams to support delivery and management of API services that meet the needs of consumers; and
• Ensuring APIs are delivered with relevant operational level agreements in place to enable timely support for API consumers; and
• Championing and mentoring colleagues.

Essential Criteria:

The successful candidate will need to demonstrate practical knowledge and experience in the following:

• Service management and production support, including incident, problem and change management;
• Stakeholder and relationship management;
• Continual service improvement, incl. managing delivery and support services with and through others;
• Business Analysis (visualise, articulate, solve complex problems and concepts and make or recommend focused decisions based on available information); and
• Technical understanding, core technical concepts for the role e.g. Extensible Markup Language (XML), JavaScript Object Notation (JSON) and Application Programming Interface (API).

Desirable Criteria:

Ideally, the successful candidate will also demonstrate knowledge and experience in the following:

• Agile methodology and principles;
• PRINCE; and
• Delivering and/or supporting HMRC API services e.g. Self-Assessment, PAYE RTI, Corporation Tax, etc.

We'll assess you against these behaviours during the selection process:

  • Making Effective Decisions
  • Developing Self and Others
  • Working Together
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.

Please also find attached 'Your little extras booklet' for further information.Successful candidates must pass a disclosure and barring security check.People working with government assets must complete basic personnel security standard checks.This vacancy is using Success Profiles, and will assess your Behaviours and Experience.Sift and Interviews:

Sift and interview dates to be confirmed

Applicants will be sifted on CV’s and personal statements submitted.

Interviews will focus on the candidates’ application, their knowledge, experience and competence, and the essential criteria required.

Interviews may also consist of a short presentation by the candidate, but this will be confirmed, and details provided by the vacancy holder.

Due to the Covid-19 situation, interviews will be conducted using video call technology. Contact details, dates and timeslots will be confirmed.


This role maps to the cross-government framework for the Digital, Data and Technology (DDaT) profession role of Senior IT Service Manager. For more information visit the GOV.UK DDaT page:


Working Pattern:

This post is full time, however, applicants who wish to work an alternative working pattern are welcome to apply. All requests will be considered, however, the preferred working pattern may or may not be available.

Location and Travel:

This post is based in Shipley (Leeds) and will migrate to Leeds Regional Centre. Some travel, with occasional overnight stays, to other CDIO and supplier sites may be required.

Security Update

If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a Disclosure and Barring Security Check which enables us to make enquiries about both unspent and spent convictions. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974,

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

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.

HMRC transformation
HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. Our Regional Centres in Croydon, Bristol and Belfast are already operational.

In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HM Revenue and Customs employee and you joined us through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to a regional centre, a transitional site or a specialist one. This is in line with the terms of your original appointment to HM Revenue and Customs.

For more information please contact the vacancy holder.

Terms and Conditions

Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit https://www.gov.uk/government/organisations/hm-revenue-customs/about/recruitment#annual-leave


If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

HMRC is currently negotiating with departmental trade unions to modify its current pay structure, terms and conditions. Those terms are yet to be agreed but when implemented, we envisage that they will be backdated to 1 June 2020. The pay ranges, terms and conditions advertised will be altered by the new deal (subject to collective agreement) and will apply to candidates who are successful for the role.

New entrants are expected to join on the minimum of the pay band.

Further Information

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.

A reserve list may be held for a period of 6 months from which further appointments can be made.

Any move to HMRC will mean you will no longer be able to carry on claiming childcare vouchers. You will however have access to the governments Tax Free Childcare scheme.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.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.

Feedback will only be provided if you attend an interview or assessment.Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.The Civil Service Code 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.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.