Head of Business Services

HM Revenue and Customs

Closing date: 25 Aug 2019

Reference number



£68,000 - £100,000
Up to £100,000 Per annum


SCS Pay Band 1

Contract type


Business area

HMRC - CDIO - Other

Type of role


Working pattern

Flexible working, Full-time, Job share, Part-time

Number of posts



Bristol, Edinburgh, Manchester, Worthing

About the job


We love to work with passionate, energetic people who are up for the challenge of really understanding their customer and have experience of delivering value with technology solutions.

We need inspirational leaders to take our people and our customer on this journey. You will use your deep technology, strategy and leadership experience to work in partnership with our business leaders, setting and delivering the technology strategy to support their ambitions. You will be accountable for these critical services for HMRC and the Valuation Office Agency (VOA).

We’re fundamentally restructuring the way we look after our IT and the way we work with partners across our ecosystem. But it’s not just about the tech. We’re building a deep understanding of our customers, working in agile ways, and implementing a DevOps approach. We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance.

If you are passionate about how technology can improve our valuation strategy, policy and design; you are eager to deliver excellent service; and you value fostering an inclusive organisation then this will be a thoroughly rewarding role.

We look forward to hearing from you.

Job description

The Head of Business Services is a new role crafted to bring together all the responsibilities to deliver end-to-end digital and technology services to the Valuation Office Agency (VOA) in HMRC’s Chief Digital & Information Officer Group (CDIO).

Reporting to the Chief Information Officer - it is about leading a team that will undertake every life stage of service delivery from shaping an idea and securing resources, designing and building the service collaboratively, through to its continuous improvement and optimisation for the customer.

The post holder will both shape and grow the relationship with the customer as well as define, secure, manage and lead the people needed to deliver the services.

Key responsibilities include:

• Articulate the vision, technology and design of services; built on operational insights and superior problem solving to reduce the cost to serve.

• Provide personal leadership and accountability for the delivery of multiple solutions, products and services that can improve and transform the VOA working comfortably across a number of delivery approaches and methodologies, influencing changes to the way that we make things happen.

• Lead discovery and idea exploration work, coordinating estimation efforts and prioritisation discussions across multiple teams in a matrix structure.

• Influence, or create and manage complex budgets. Prioritising spending based on return on investment (ROI) and strategic intent, including ownership and accountability for realisation of benefits.

• Partner extensively and collaborate cross-functionally to solve VOA business issues with innovative solutions. Building and maintaining strong relationships and credibility with senior stakeholders across VOA, HMRC and Cabinet Office.

• Taking a clear role in HMRC Chief Digital and Information Officer Group (CDIO) leadership team and working closely with others in HMRC CDIO to share knowledge and make the most of potential efficiencies and opportunities to further integrate services across customer groups.

• Ensuring appropriate levels of governance and control and providing timely and accurate progress reporting to meet stakeholder needs.

• Building business stakeholders’ confidence based on strong relationships and trust. Building a roadmap of service improvements and communicating plans with your customer.

• Lead, motivate, develop and appraise senior technical leaders and managers so that their individual and collective performance is of the required standard and meets the current and future needs of the business ensuring accountability.


To be successful in this role you will need to be an inspirational leader with demonstrable success of managing the delivery of digital services that have positively shaped the customer experience.

You will also be able to demonstrate:

• A sound grasp of the rapidly changing digital and technology landscape in both public and private sectors supported by the ability to identify, design and deploy optimal technology solutions and mitigate the typical problems associated with implementation.

• Evidence based, high quality decisions that promote digital transformation, communicated effectively. Analysis shaping decisions. Good understanding of data driven, user-centred design and business service optimisation, able to develop strategies that address or 'nudge' user trends and patterns of behaviour.

• Success at engaging the customer with an IT and digital vision that has potential to transform the customer’s business. Supported by effective relationship building, strategic influencing, and excellent negotiation and conflict resolution skills.

• Eliciting business requirement, providing high level t-shirt sizing and estimation of work, while managing expectations and prioritisation.

• Owning the Roadmap for a set of IT business services, delivering across a matrix of skills and capabilities, managing demand across large scale transformation projects, small change and CI teams.

• The ability to influence and shape complex business cases that demonstrate a value driven approach to transformation. Capability to prioritise spending based on ROI and strategic intent.

• Consistent track record in building and developing teams that deliver excellent performance using coaching - including initiating and delivering change, engendering a common culture, developing management capability, and attracting and integrating new people to effective multi skilled environments.

• Close partnerships and collaboration to deliver complex changes using a variety of operating models and delivery methodologies, while ensuring clear lines of accountability and communication to the customer to promote trust.

• An understanding of IT architecture principals and technologies that underpin core business services, including the safeguarding of information.



• Access to learning and development tailored to your role
• A working environment that supports a range of flexible working options
• A working culture which encourages inclusion and diversity
• A civil service pension

Whatever your role, we take your career and development seriously, and want to enable you to build a really successful career with the Department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits.

This includes:
• 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years’ service. This is in addition to 8 public holidays.
• This will be complimented by one further day paid privilege entitlement to mark the Queen’s Birthday.
• A competitive contributory pension scheme that you can enter as soon as you join where we will make a significant contribution to the cost of your pension; where your contributions come out of your salary before any tax is taken; and where your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.
• Flexible working patterns including part- time or time-term working and access to Flexible Working Schemes allowing you to vary your working day as long as you work your total hours.
• Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers.
• Childcare benefits (policy for new employees as of 5 April 2018). The government has introduced the Tax-Free Childcare (TFC) scheme. Working parents can open an online childcare account and for every £8 they pay in, the government adds £2, up to a maximum of £2000 a year for each child or £4000 for a disabled child. Parents then use the funds to pay for registered childcare. Existing employees may be able to continue to claim childcare vouchers, so please check how the policy would work for you here; https://www.gov.uk/help-with-childcare-costs/childcare-vouchers
• Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle.
• The opportunity to use onsite facilities including fitness centres and staff canteens (where applicable).
• Occupational sick pay.

Things you need to know


Successful candidates must pass a disclosure and barring security check.

Selection process details

To apply for this post, you will need to complete the online application process which includes completing the application form as outline below.
This should be completed no later than 23:59 on 25 August 2019
1. 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.
2. A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the criteria in the person specification.
Failure to submit both (CV and Statement of Suitability) will mean the panel only have limited information on which to assess your application against the criteria in the person specification.
Please ensure that both documents contain your full name.
Should you encounter any issues with your online application please get in touch with us on:
If you do not receive acknowledgement of your application within 48 hours via the automated system, please contact us.
• A panel, including the hiring manager, will then assess your application to select those demonstrating the best fit with the role by considering the evidence you have provided against the criteria set out in the ‘Person specification’ section. Failure to address any or all of these may affect your application.
• A decision is expected to be made by w/c 2 September 2019 and all shortlisted candidates will be advised of the outcome shortly afterwards.
• If you are shortlisted, you may be asked to take part in a series of assessments which could include psychometric tests and a staff engagement exercise. These assessments will not result in a pass or fail decision. Rather, they are designed to support the panel’s decision making and highlight areas for the panel to explore further at interview.
• You will then be asked to attend an interview in order to have a more in-depth discussion of your previous experience and professional competence. This will also include an exercise and presentation.
• Full details of the assessment process will be made available to shortlisted candidates.
The assessments will take place during 9 – 20 September 2019, with interviews held in w/c 23 September 2019.
• Regardless of the outcome, we will notify all candidates as soon as possible.
• 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).

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code 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.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Contact point for applicants

Name : Jashim Ahmed
Email : Jashim.Ahmed@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/

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