Head of User Services

HM Revenue and Customs

Closing date: 26 Aug 2019

Reference number

5949

Salary

£61,510 - £69,500

Grade

Grade 6

Contract type

Permanent

Business area

HMRC - CDIO - Workplace Services, Mobility & Workplace Services (the new Area)

Type of role

Digital

Working pattern

Full-time

Number of posts

1

Location

Manchester, Shipley, Telford

About the job

Summary

This is an exciting time for HM Revenue & Customs as we continue to implement our bold plans to transform our IT and digital Services. HMRC will become one of the most digital organisations in the UK and the plan is to be much bolder; by 2020 we will be one of the most digitally advanced tax authorities in the world.

Mobility and Workplace Services is a Delivery Group within CDIO (Chief Digital Information Officer Group) and is the area responsible for the continued provision of the right tools and IT environment. We help develop a flexible working culture and workforce with the skills and capability to do their job.

Job description

As the Head of User Services within CDIO, Mobility & Workplace Services, you will be accountable for setting the Vision and Strategy for End User Services which incorporates management of the IT Service Desk, Assistive Technology Capability and the Mobility and Workplace Services Service Portfolio (100+ end user services) ensuring that processes are customer-centric and meet user needs.

Responsibilities

You will be responsible for:

• The management, monitoring and development of Mobility and Workplace Services portfolio of End User Services

• Supplier management/relationships for all End User Services

• Developing and driving the Assistive Technology Strategy to support the aspiration to be the leading Government Department for End User experience within this sector.

• Supporting the strategy to develop the IT Service Desk to achieve World-class status in this capability.

• Leading a team of around 300 staff with various skill sets and roles, ensuring adequate resource capacity.

• Representing the End User Services at a senior level and act as an escalation point for business stakeholders.

1. We would like you to have an appreciation of end user technology services based on previous IT experience. This will include but not limited to; telephony, desktop applications, mobile applications etc and understand how these fit into the wider technical landscape. We believe that knowledge underpins an individual’s ability to deliver the responsibilities and tasks for their role, this also includes staying abreast of industry developments to make cost effective use of new and emerging tools and technologies.

2. You will be an advocate and role model for excellent customer service, demonstrating a passion for continual improvement and thereby positively impacting those around you who deliver those IT services

3. You will leads the assigned Mobility and Workplace Services function and works with the rest of the Senior Leadership team and build a highly effective, integrated Mobility and Workplace Services team by a setting a clear strategy, goals and objectives for the function, with a collaborative, inclusive approach.

4. You will provide effective recruitment, active career development, and strong performance management of all User Services staff in line with business needs, recognising and motivating those who are performing well, and supporting those who need development.

5. We want you to have proven knowledge of delivering against agreed Key Performance Indicators as defined by the Head of Technology Platform Services.

6. Actively managing the limited resources available both human and financial to ensure the best match to business needs and value for money

Essential Criteria

Extensive experience in developing and leading an IT operations team in a large, complex IT environment with a diverse customer base.

• Demonstrable experience in leading multiple teams across multiple locations

• Extensive experience in managing service relationships at all levels up to Director level

• Extensive experience in leading cultural and process transformation in operational teams

• Demonstrable experience in developing and maintaining excellent relationships through times of
challenging interaction and ability to maintain integrity under pressure

• ITIL foundation qualification

Desired Criteria
• ITIL practitioner or equivalent preferred

Behaviours

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

  • Leadership

Benefits

Benefits

• 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

If you are applying for a role in an office within a regional center location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.

Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
Please note that your Statement of Suitability should be be aligned in more than 500 words demonstrating your experience and suitability for this role.

Sift / Interviews:

There will be an initial sift of applications and the successful candidates will be invited to an interview.

The candidates who are successful at the sift stage will be required to present a 10 minute briefing on their experience of Leadership and Management in a Strategic role.

All Civil Service Success Profiles are relevant with particular focus on the following:

• Abilities
• Behaviours
• Strengths

The sift will take place 28th August and those who are successful will be invited for an interviews which will take place 9th September 2019 in Room BP5330, Benton Park View, Newcastle Upon Tyne or in Room P2 104 1st Floor, Plaza 2, Telford.

Working Pattern

This post is full time however those applicants who do or wish to work an alternative working pattern – are welcome to apply. All requests will be considered however the preferred working pattern may or
may not be available.

Some travel with overnight stays will be required.

If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.

In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce.

These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford.

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. In addition, our Welsh language service has people in specialist roles located in Porthmadog, as well as Cardiff.

If you are recruited into an office that is not one of these locations, you will be expected, subject to HMRC’s applicable policies, to move to one of these locations in the future. In some cases this will be via a transitional site.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC.

For more information please contact the vacancy holder.

Any move to HM Revenue and Customs (HMRC) will mean you will no longer be able to carry on claiming childcare vouchers.

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.

Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit https://www.gov.uk/government/organisations/hm-revenue-customs/about/recruitment#annual-leave

A reserve list may be held for a period up to 12 months from which further appointments may be made.

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.

The pay range minimum is the normal starting salary for those joining HMRC at this grade from outside the Civil Service. The full pay range is shown as an indicator for existing civil servants at this grade, and for those who apply on promotion. For further clarification, Civil servants are requested to read the “Pay on transfer from OGD” document attached. Pay progression is not guaranteed.

Security update
As part of this, successful candidates must pass a disclosure and barring security check. 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.

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

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.

In order to process applications without delay, we will be sending completed Criminal Disclosure checking forms to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance 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-Employment.Checks@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
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.

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/

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

Job contact :
Name :  Gail Sutton
Email :  gail.sutton@hmrc.gov.uk
 
Recruitment team :
Email :  hmrcrecruitment.grs@cabinetoffice.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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