23 IT Jobs in City of Edinburgh

Job summary

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The Benefits & Credits Team within CDIO is part of the Child Services Regime. A core objective of this regime is to support parents through the delivery of Child Benefit. HMRC pays over £13 billion annually in Child Benefit to families, highlighting both the scale and sensitivity of the end-to-end Child Benefit Service.

This role sits within the Child Benefit Live Service team in Benefits and Credits and is responsible for ensuring stability and resilience across Child Benefit–related IT services. The team manages end-to-end service operations, including Incident, Change, Problem and Risk Management, to maintain availability and performance while proactively mitigating risk. We are closely aligned to ITIL practices in all that we do.

The team leads major incident resolution, service mapping and capacity planning to minimise business and customer impact. We also oversee service transition activities and the smooth onboarding of new services. This is a critical role managing complex IT services. Working with multiple IT suppliers, you will be responsible for service performance, customer and supplier relationships, and ensuring that the services provided to both internal and external customers continue to improve.

The Child Benefit System (CBS) is a distributed solution with technical dependencies across a complex IT landscape. In addition, CBS is undergoing a period of technical transformation to modernise the service. It is therefore vital that the Child Benefit Live Service team has the skills and capability to support both live operations and ongoing change.

Job description

A Senior IT Service Manager is responsible for service management across platforms, channels and services, ensuring service availability, performance and process maturity. The role provides end-to-end service ownership, ensuring live services are stable, secure, cost-effective and aligned with business needs. Working closely with internal delivery teams and multiple external suppliers, the Service Manager balances operational performance with the safe introduction of change and continual service improvement.

The role operates within an ITIL-aligned service management environment and requires strong practical experience of managing live IT services. Service Managers are expected to engage confidently with technical detail, understand service dependencies and risks, and take accountability for service outcomes.

The Service Manager acts as a key interface between technology and the business, building strong relationships with customers and stakeholders, influencing decisions, and ensuring services continue to deliver value. The role also contributes to wider organisational objectives by supporting CBP/DTO priorities and embedding HMRC culture, values and ways of working.

In addition, the Service Manager is expected to provide leadership within their area, supporting team capability, encouraging collaboration, and promoting a culture of professionalism, learning and continual improvement.

Responsibilities

• Manage a portfolio of technical services within defined service quality frameworks.
• Ensure service delivery aligns with agreed service quality standards and performance measures.
• Maintain accurate service data, models and service maps in line with Service Catalogue and Service Configuration Management standards.
• Work with multiple suppliers to ensure service changes are fully understood, impact-assessed and effectively coordinated.
• Maintain an up-to-date understanding of relevant practices, policies and processes, ensuring changes are understood and applied appropriately.
• Ensure service requirements are clearly defined and embedded within project and change initiatives.
• Ensure changes are delivered safely and successfully, minimising risk and avoiding adverse business impact.
• Be accountable for the management of IT assets within the service, prioritising technical health, lifecycle management and sustainability.
• Lead the resolution of major incidents and problems, ensuring timely recovery, effective communication and root cause resolution.
• Role-model HMRC’s vision, purpose and ways of working.
• Manage vendor relationships and third-party service providers, driving continual service improvement through data and feedback.
• Develop and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Line manage team members, demonstrating HMRC values and supporting staff development.

Person specification

The ideal candidate will have excellent interpersonal skills and demonstrable experience working closely with a wide range of stakeholders, including senior business leaders, IT teams and external suppliers. You will bring hands-on experience of operating and supporting live IT services, with the ability to understand technical detail, service dependencies and operational risk, and to influence decisions that deliver the right outcomes for customers.

You will be a credible and knowledgeable service professional with a strong working understanding of ITIL-aligned service management practices across the service lifecycle. This includes experience of change, incident, problem, configuration and asset management, and an understanding of how these practices work together to maintain service stability while enabling effective change. You will be comfortable engaging in technical service discussions, challenging assumptions, and balancing service quality, risk and delivery priorities.

The role requires a resilient self-starter who takes ownership of services and outcomes, uses initiative, and remains effective in high-pressure operational environments. You will have experience managing risk, supporting the resolution of incidents and service issues, and working with multiple suppliers to ensure service changes are well understood, impact-assessed and safely implemented.

You will also be an enthusiastic and supportive leader with a genuine passion for developing people and building inclusive, high-performing teams. You will demonstrate strong communication and influencing skills, creating trusted relationships across organisational boundaries, encouraging collaboration, and fostering a culture of continual service improvement.

Essential Criteria

• Previous experience managing live IT services.
• Proven experience working with IT systems, platforms or integrations, supported by a strong technical understanding gained through previous roles and/or formal IT training.
• Ability to lead delivery activities involving senior stakeholders, both internally and across a complex supplier landscape.
• A resilient self-starter able to manage workload and balance competing priorities in a high-pressure environment.
• Experience managing stakeholders at all levels, including senior business and IT leaders.
• Strong risk management and operational problem-solving skills, with the ability to identify, assess and mitigate risks in an IT delivery environment.
• Excellent communication and influencing skills, with the ability to build strong, collaborative relationships across organisational boundaries.
• Ability to constructively challenge stakeholders and suppliers to achieve agreed service performance and delivery outcomes.
• Demonstrable experience of line management or leadership responsibilities.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office closures

For more information on where you might be working, review this information on our locations.

If your location preference is for one of the following sites, it’s important to note that these are not long-term sites 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.

These sites are:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford - moving to Parkside Court, Telfor

You will be given more information about what this means at the job offer stage.

Behaviours

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

• Managing a Quality Service

Benefits

Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

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 it’s really like to work for HMRChear from our insiders or visitThinking of joining the Civil Service

Things you need to know

Artificial intelligence

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

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, qualifications and previous experiences.
• A 750-word Personal Statement evidencing your suitability for the role, focussing on how you meet the Essential Criteria.
• A separate 250-word statement on the lead Behaviour - Managing a Quality Service.

Sift

In the event of a large number of applications being received, an initial sift may be held on the lead Behaviour.

At full sift your Behaviour statement, your CV and 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 will be assessed on Experience.

You will be required to deliver a 5-10 minute Presentation. Candidates who progress to interview will be provided with further details prior to interview to allow them to prepare.

Interviews will take place via video link. 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. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, 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.

Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.

The HMRC app can help you with your application

The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.

If successful in your application, you will need your National Insurance number for the onboarding process.

Download the HMRC app now and save your National Insurance number to your digital phone wallet.

How to download the HMRC app and sign up for an account

Download the free HMRC app from the App Store or Google Play store.

If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.

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.

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 you’re deaf, a Language Service Professional.

Technical Support

If you are experiencing problems that cannot be resolved by our ‘help’ section, then technical support is available. You will receive a reply in 2 working days.

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.

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

Successful candidates must undergo a criminal record check.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 theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : John Freeman
• Email : john.freeman@hmrc.gov.uk
• Telephone : 07730566218

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information

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 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.