Lead Platform Operations Manager

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

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This is a key leadership role in the Taxes, Benefits and EOPS platform to provide technical leadership and expertise in driving service excellence across the Unity programme within the Enterprise Operations Platform.

You will lead end-to-end IT Service Management through Go-Live and into Business-as-Usual, ensuring availability, performance, and continuous improvement. The position offers a unique opportunity to shape CDIO’s future operating model, collaborate with strategic partners, and build in-house capabilities to deliver world-class platform solutions.

Job description

The role sits within the Tax, Benefits and Enterprise Operations practice (TB & E Ops) of CEPO.

The role is accountable for delivering the operational live services for Unity within our Enterprise Operations Platform, designing technical services, platforms and Operations to meet the cross-Government organisation’s requirements and user needs.

The role holder will inspire, advise, and support an appropriately knowledgeable and skilled Service Management teams, ensuring that they are fulfilling their deliverables on time and to a high level of quality. Most importantly, they also provide the technical oversight and strategy to ensure we are using the right technologies, in the right way, in order to build and maintain Enterprise Operations Platform (EOP), whilst ensuring we are secure and reliable.

The role is expected to ‘think big’ on SAP Technology, drive us to innovate within Platforms, whilst retaining the ability to dive deep and support Live Services.

This Executive Level Engineering role, working to the Chief Engineering and Platform Officer, has accountability for working with Directors and their Senior Leadership to optimise the alignment, and delivery of strategic change within Platforms to support CDIO delivery teams delivering change, constantly.

• Leading the management of Unity technical service operational performance and needs.
• Stakeholder management and Governance for all Operational activities change into Live Services.
• Building and maintaining relationships with various stakeholder groups across Government departments who are serviced via Unity for the Enterprise Operations Platform.
• Smooth Transition of change onto Live Service and strengthening of the Operational support model.
• Communicating widely with diverse business stakeholders and IT suppliers at all levels, representing the Platform at Operational Performance Boards.
• Ensuring that any planned outage is controlled and communications are in place in advance to the customer to minimise disruption of service.
• Work with the SLT’s of the relevant Directors, provide leadership and direction to drive the alignment of business delivery into platform architecture and services.
• Gain an understanding of the relevant operational and policy strategies and technologies to ensure we can build platform services that enable increased speed to market, whilst ensuring they are reliable and secure.
• Understand and influence Architectural and Platform Strategies, promote improved processes, and develop appropriate Platform and Integration Strategy responses.
• Validate that EOP Platform and Product Strategies remains aligned to the appropriate operational and policy strategies across Departments.
• Engage with other IT Leaders and the wider government community to develop a cross-government perspective for their domain areas.

Person specification

• In this senior leadership role, you will work closely with Change Delivery and Live Services to align all our Service transition activities across our services to better understand the needs and behaviours of all users of EOPS Services.
• You will be responsible for driving the vision and strategy for service management, ensuring processes are owned and matured.
• You’ll also have extensive experience of Supplier management and operational contract management insights, working alongside Service Delivery, Service Providers and Operational teams to ensure Service level agreements and new service requirements are appropriately measured and designed according to contract agreements and with appropriate Governance frameworks in place.
• Clear track record of working successfully with and influencing senior stakeholders – both internally and externally – and providing clear advice on complex issues to technical and non-technical audiences alike.

Essential Criteria

We expect the following skills:

• Experience in managing Live Services and Operations.
• Accountable for ensuring all Run suppliers carry out processes and activity fully according to contractually (SLAs, OLAS) and Service obligation including security measures, audit requirements, Patching strategy, BCPs and DR exercises are in place with both external and internal teams
• Accountable for Platform performance and services and have understanding of SAP Saas and other SAP related products.
• Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services
• Has substantial experience of dealing with users, specialists and service providers and are skilled in conducting meetings and leading team management
• Drive strategic technology roadmaps aligned with both business needs and our platform standards and identifying further opportunities to add value through the delivery of SAP services
• Expert level ability to interact with senior leadership and substantial experience of dealing with Business stakeholders and Service Providers
• Designing and recommending governance structures and control frameworks for ongoing data and information management.

Desirable Criteria

• Experience implementing new services into a live environment.
• Experience transitioning products or services between platforms or systems.

Transitional Sites Information

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.

For more information on where you might be working, review this information on our locations (opens in a new window)

These sites are:

• Telford Plaza, Telford - moving to Parkside Court, Telford

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

Additional Information

The successful candidate may be required to provide out-of-hours support (24/7) when necessary.

Some travel and occasional overnight stays should be expected; notice will be provided in advance.

Behaviours

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

• Managing a Quality Service
• Leadership
• Communicating and Influencing

Benefits

Alongside your salary of £71,725, HM Revenue and Customs contributes £20,778 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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 and previous experiences.
• A 1000-word Personal Statement to demonstrate your Essential Criteria as detailed within the advert.
• A separate 250-word statements addressing the specified 3 x Behaviours for Making a Quality Service, Leadership, Communicating and Influencing.

Please evidence any Desirable Criteria where applicable, up to 250 words maximum. This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.

Further details around what this will entail are listed on the application form.

Sift

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

At full sift all 3 Behaviour statements, your CV and your 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 Behaviour and Experience based questions.

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. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will 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

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.

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 (opens in a new window).

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 : Deepanshu Chauhan
• Email : deepanshu.chauhan@hmrc.gov.uk

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.