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GOV.UKSenior IT Services Manager
HM Revenue and Customs
Apply before 11:55 pm on Thursday 2nd February 2023
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About the job
Job summary
At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.
We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.
Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.
This is an exciting time to join an Organisation that probably doesn’t work how you’d envision a government Organisation would!
HMRC is one of the largest organisations in the UK and we run the biggest digital operation in Government, with our 50 million customers at the heart of everything we do the scope and impact of our work is limitless. We’re not afraid to try new technologies and new ways of working.
We are establishing a team of outstanding and creative people who will work with us in Enterprise Platform Services (EPS) – Digital Delivery Centres to run new digital services, using modern technology and agile development methods, as well as transforming existing digital and underpinning online services to use cloud technology, updating these following agile development methods using modern tech. As Senior IT Services Managers, we have two critical roles within our live service operation to enable delivery of HMRC’s strategic aspirations.
HMRC recognises the benefits of smarter ways of working and are committed to supporting as many colleagues as possible to work from home where this works for their personal circumstances and the role they do. Where the role is suitable, individuals will have the opportunity to work from home for 2 days per week, or more where the business agrees.
Job description
As a Senior IT service manager, you will provide guidance to multi-disciplined scrum teams to meet or exceed HMRC’s customer and user needs. As the point of contact for senior partners you will balance user needs with technical necessities to safely land changes, prioritise conflicting demands of internal and external customers and manage service issue resolutions.
Using your digital knowledge, agile and service management expertise, you will lead on prioritising the team’s workloads, handling service changes, acting as an escalation route to remove blockers, communicate effectively to positively influence senior stakeholders and collaborate across teams.
You will be expected to:
- Take responsibility for managing service issues, ensuring any technical solution meet customer needs.
- Work closely and forge productive working relationships with internal and supplier colleagues, embracing our ‘one team ethos’.
- Utilise those business, customer and technical relationships to get work done, prioritising where necessary.
- Manage and prioritise conflicting demands of internal/external customers v backlog items to address user needs.
- Know and manage the financial and operational cost of your services.
- Apply effective asset management of your services.
- Absorb large amounts of information, taking ownership of it, to produce resolutions for incidents and problems.
- Strive for continual improvement.
Person specification
Essential Criteria:
You will be able to demonstrate the following:
- Proven live service Agile leadership experience, mentoring/leading scrum teams to ensure efficient delivery.
- Effective at prioritising and establishing suitable goals for your team.
- Experience of supporting change, including the impact and management of a budget.
- Evidence of taking accountability of service issues, owning and resolving them whilst ensuring technical solutions continue to meet user needs.
- Pragmatic and persuasive with strong negotiation skills to challenge stakeholders for prioritisation activity.
Desirable:
- Experience of managing internal and external suppliers. ITIL v4
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Delivering at Pace
- Communicating and Influencing
- Managing a Quality Service
Technical skills
We'll assess you against these technical skills during the selection process:
- Proven Agile Live Service Leadership
- Taking Accountability for service issues
- Strong Negotiation and prioritisation
- Effective Prioritisation and establishing goals for team
Benefits
- 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 average employer contribution of 27%
Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.
Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.
Things you need to know
Selection process details
As part of the application process, you will be asked to provide:
- Your CV
- Your Personal Statement of no more than (1000) words. Your statement should illustrate your experience and suitability for the role, using evidence and examples from your previous work to clearly demonstrate the essential criteria.
An initial sift based on your Personal Statement may be held if a large number of applications are received. At full sift we will assess your CV and Personal Statement.
If successful at sift you will be invited for an interview via MS Teams which will focus on your experience and suitability for the role and review the following HMRC behaviours:
- Leadership
- Delivering at Pace
- Communicating and Influencing
- Managing a Quality Service
Sift and Interview dates to be confirmed.
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. The inbox to contact is: hmrcrecruitment.grs@cabinetoffice.gov.uk - Use subject line to insert appropriate wording e.g. Please re-open my application - 261238 & vacancy closing date 02/02/2023.
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/Disclosure Scotland. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland 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.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk
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 14 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, Portsmouth and Stratford.
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.
For more information please contact the vacancy holder.
Terms and Conditions
We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.
Pay
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. (Please note the attached document could also be called “Combined T&C and OGD Pay English”)
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 12 months from which further appointments can be made.
This role may eventually require the successful candidate to provide support outside of normal working hours.
Occasional travel with overnight stays within the UK may be required.
Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here.
HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Important information for existing HMRC contractual homeworkers:
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
Reasonable adjustment
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. Please see our Disability Matters: How we can support you during our selection process booklet for more details.
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.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
Apply and further information
Contact point for applicants
Job contact :
- Name : Andrew Letherby
- Email : andrew.letherby@hmrc.gov.uk
- Telephone : 03000 527215
Recruitment team :
- Email : hmrcrecruitment.grs@cabinetoffice.gov.uk
Further information
