Head of IT Service Management (Service Owner) HMRC - G7

As Head of IT Service Management, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. You will lead a team ensuring adequate resources and capacity and represent the IT service management function at a senior level and act as an escalation point for business stakeholders.

Reporting Line

This role will report into Allan Graham.

Scope and Impact

Level of responsibility, decision-making authority, and influence.

Person specification

B&T Live Services ensures stability, resilience, and operational excellence across HMRC's live platforms. We manage end-to-end service operations, including Incident, Change, Problem, and Risk Management, to maintain availability and performance while proactively mitigating risks. Our team leads major incident resolution, service mapping, and capacity planning to minimise business and customer impact. We also oversee Release and Implementation Management, 24/7 Operations using advanced monitoring, and smooth onboarding of new services. Working closely with suppliers and commercial teams, we manage budgets, forecast operational costs, and maintain governance to deliver uninterrupted, high-quality services.