Principle Head of Service Management Delivery

HM Revenue and Customs

Apply before 11:55 pm on Monday 3rd February 2025

 

Details

Reference number

385349

Salary

£76,000
Please note, Standard Civil Service pay rules apply for existing civil servants.
A Civil Service Pension with an employer contribution of 28.97%

Job grade

SCS Pay Band 1

Contract type

Permanent

Business area

HMRC - CDIO - Enterprise Live Services

Type of role

Digital

Working pattern

Full-time

Number of jobs available

1

Contents

Bristol, Edinburgh, Glasgow, Leeds, Liverpool, Manchester, Newcastle-upon-Tyne, Telford

Job summary

HM Revenue and Customs is currently reorganising all IT Service Manager roles, and related service roles within the Chief Digital and Information Officer (CDIO) directorate (estimate of approx. 300 FTE). We expect between 40-50% of these roles to be organised within this newly created team within the ELS function – under the direct supervision of the role holder. This role is accountable for the delivery of IT service management across HMRC’s live IT service estate and manages IT service management in the Enterprise Live Service function (ELS hereafter) . This IT service estate is complex, ever changing  and a critical enabler to HMRC’s ability to deliver external user services. The role holder reports to the Director of Enterprise Live Service (SCS 2) The role holder will be the authority on operational service management across
CDIO, driving best practice ways of working across our service management teams – through DevOps, Site Reliability Engineering and Agile delivery techniques. As such, the role holder will frequently communicate with ExCom around the performance, availability and operational health of our IT services in the live IT estate (hundreds of services, lots of individual technical components) as well as senior civil servants across CDIO within the Product, Platform, Architecture & Data, and Central Operating Office functions.

The main objectives of this role are:

• Service Management across HMRC’s live IT service estate to industry best practice The operational performance, availability and reliability of all end-to-end IT services (and service user journeys)
• Developing and ongoing management of a virtual Service Management community to help drive best practice more broadly across CDIO, to share successes and lessons learnt to aid ongoing improvement of the delivery of IT Services to the Business / Customers and to provide a support network for resolving broader issues impacting how HMRC is able to protect Live Services.

Job description

Lead the assigned Service Management sub-function and working with the rest of the Enterprise Live Service Senior Leadership team, creating a highly effective, integrated Service Management & Integration team by a setting a clear strategy, goals and objectives for the function, based on a collaborative, inclusive approach.​

  • Develop, maintain and communicate the vision for live operation of HMRC's IT estate​
  • Be a visible leader across CDIO, particularly with the Product and Platform functions, Chief Data and Technology Office and Central Operating Office functions offering active support and engagement to help them deliver excellent IT Services for HMRC against challenging levels of service ​
  • Be an advocate and role model for excellent service management, demonstrating a passion for continual improvement and thereby positively impacting those around you who manage IT services​
  • Develop and maintaining effective working relationships with all interfacing areas and stakeholders, both within ELS, the wider CDIO and suppliers, including our senior relationship management at the ExCom level​
  • Owning, driving and embedding Continual Service Improvement plans for the sub-function, prioritised via stakeholder engagement​
  • Effective recruitment, active career development, and strong performance management of staff in line with business needs, recognising and motivating those who are performing well, and supporting those who need development.
  • Working closely with the rest of the Service Management & Integration leadership team, Service Owners and Business Relationship Managers to ensure CDIO operates as a cohesive, single team delivering IT services​
  • Contributing to the development of DevOps and other methodologies (Site Reliability Engineering within CDIO)​
  • Championing CDIO cultural change initiative and other initiatives as necessary​
  • Actively managing the limited resources available both human and financial to ensure the best match to business needs and value for money

Accountabilities

  • Leading and develop our service management delivery experts to ensure IT services are managed end-to-end (across all technical components and end to end user/customer journeys) against a standard service lifecycle framework (e.g IT4IT)​
  • Driving proactive performance, availability and reliability of all IT services against challenging levels of service, working with a wide range of senior leaders across CDIO (“Head of”, Service Owners, Practice Managers)​
  • Manage each service team to consume a wide range of Service Management Practices (ITIL) and technical capabilities to support the daily “run” and “change” activities across each service, ensuring effective cross functional working across CDIO to ensure we manage our live IT services to a common set of standards, through a common CDIO framework​
  • Ensure IT services are managed by high performance cross functional service teams, that operate across organisational boundaries and work in a highly collaborative manner.​

To fulfil these accountabilities, the role holder will:​

  • Lead and develop our service management delivery experts to ensure IT services are managed end-to-end (across all technical components and end to end user/customer journeys) against a standard service lifecycle framework (e.g IT4IT)​
  • Drive proactive performance, availability and reliability of all IT services against challenging levels of service, working with a wide range of senior leaders and operational leads across CDIO (“Head of”, Service Owners, Practice Managers)
  • The role holder will be a key member of the new ELS Senior Leadership Team and will be accountable for the development and successful implementation of the new team they lead, as well as the wider performance of the ELS function.  ​
  • Overall the success of the role holder and the team they lead will be based on their ability to drive stability to an ever changing IT estate, ensuring our teams champion live service requirements into development teams backlogs, maintaining the priority that operational activities require (e.g ensure patching is a priority on the backlog, and happens).

The role holder will lead the team, ensuring adequate resourcing and capacity across all service teams they oversee (12 service portfolio teams), ensuring appropriate support mechanisms are in place across a busy and broad directly managed service team with wider support provided by other CDIO functions  and external third parties (suppliers)

Person specification

The successful applicant will need to demonstrate relevant experience and effective delivery of the following essential criteria:​

  •  IT Service Management leader, with a proven ability to provide high-level assurance and governance to ensure outcomes from IT service management practices​
  • ITIL v4 foundation certified (or a higher certification) and demonstrable experience in its application of IT service management best practices and frameworks, ITIL or IT4IT with demonstrable experience of having applied these standards in a pragmatic and value-led approach.​
  • Proven experience implementing organisation wide controls for service management, based on best practice service management frameworks and lifecycle approaches . Deep experience of cross-organisational Service Management applied in a Product and Platform based service operating model.​
  • Experience in leading service change, including strategic decisions, adoption of new technologies, processes and methodologies to drive innovation and transformation​
  • Proven ability to influence large and dynamic group of senior stakeholders, using technical and non-technical communication. Proven ability to facilitate and orchestrate all IT Service Management forums at the most senior level.​
  • Demonstrable ability to lead and empower diverse teams across multiple locations, fostering a positive and inclusive culture while driving performance and development. Specific knowledge and experience of successfully driving Service Ownership maturity across diverse teams using various deployment methodologies like agile and waterfall approaches.
Alongside your salary of £76,000, HM Revenue and Customs contributes £22,017 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension with an employer contribution of 28.97%

Selection process details

​Application

To apply for this post, you will need to complete an online application by submitting the following:​

  • A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.​
  • A Statement of Suitability explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with reference to the criteria in the person specification.

Your CV and Statement of Suitability should reflect your most relevant and recent skills and experience in relation to the role. Therefore, we recommend that each document is no more than two A4 pages long. 

Assessments​

If shortlisted for interview, you will be asked to take part in a Individual Leadership Assessment (ILA). ​

Assessments don’t result in a pass or fail decision. Rather, they are designed to support the panel’s decision making and highlight areas for further exploration at interview.​

Full details of the assessment process will be made available to candidates if shortlisted for interview.​

We will send you a copy of any report for any assessment that you may have undergone as part of the recruitment process (where applicable).​

Interview​

You will be asked to attend an interview for a more in-depth discussion of your previous experience and professional competence. ​We will also ask you to prepare a 5-minute verbal presentation. Details will be issued in advance of your interview.​  Interviews are expected to take place week commencing 10/03/2025 and will be held virtually via Microsoft Teams (full instructions will be issued prior to interview).​

Regardless of the outcome, we will notify all candidates as soon as possible once all interviews have concluded.

The successful candidate will be required to have or obtain SC level national security vetting clearance. Appointment is conditional upon achieving the required level of security clearance. For more information on the vetting process please visit GOV.UK.

All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.



Feedback will only be provided if you attend an interview or assessment.
This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.

As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.

Security

Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).
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 the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
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 : Dale Robinson
  • Email : scs.resourcing@hmrc.gov.uk

Recruitment team

  • Email : scs.resourcing@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 a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. 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 web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

Attachments

Candidate Pack - Principle Head of Service Management Delivery Opens in new window (pdf, 1311kB)

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