SO Service Manager

HM Revenue and Customs

Closing date: 19 Sep 2019

Reference number

11545

Salary

£37,503 - £41,683

Grade

Senior Executive Officer

Contract type

Permanent

Business area

HMRC - Customer Services - Other

Type of role

Information Technology

Working pattern

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

Number of posts

1

Location

Edinburgh

About the job

Summary

Service Managers perform a critical role managing HMRC IT services. Working with multiple IT suppliers, they are responsible for service performance, customer relationships, transition, risk management and continuous improvement on a day to day basis to support the business.

•Drive and support CDIO KPIs and objectives.

•Being a leader and enabler of change.

•Engage with new projects ensuring service requirements are considered and understood.

•Understanding service costs and influencing where necessary.

•Working with delivery stakeholders and HMRC Business Teams to ensure service change is fully understood and impacted.

•Ensure safe and successful change with minimal business impact.

•Optimise service performance and value for money through understanding and of service strategy, roadmaps, availability, capacity, risk and implementing continual service improvements processes.

•Manage multiple suppliers and their provision of data to support services.

•Support the management of the lifecycle for service applications including inventory, compliance, usage and disposal.

•Driving the reduction of problems and incidents, supporting commercial targets against supplier performance.

•Building and maintaining excellent stakeholder relationships with suppliers and customers underpinning CDIO culture and strategy.

•Develop capability and support the professional development of the team.

•Role Model HMRC’s, Vision, purpose and way.

This post is based in Edinburgh however some travel and overnight stays will be required.

Job description

We are big. HMRC run the biggest digital operation in Government and process tax and benefits services for 45 million individual and 4.9 million business customers. We are accountable for all the Development, testing, implementation and live running of services which support some of the critical business processes within HMRC.

We transform. We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones.

We are strong. We are building a team of outstanding people who will create and run these new and improved technology services.

We are agile. We are moving towards using modern technology and agile development methods to deliver IT changes.

Our team provision and support Application Development, Service Management and Operations for over 200 of HMRC’s IT estate these are the technologies that support:

• Processing and collection of NI/PAYE and SA tax data and money.

• Collection and recording of business taxes.

• Correct and accurate payment of benefits.

• Identification, collection and management of debt and banking.

CSG is accountable for all the development, testing, implementation and live running of all the services. These services support some of the critical business processes within HMRC. We will be transforming our systems and services to support HMRC Digital Agenda providing more opportunities for improved customer journeys and internal users to work with appropriate technologies. The transformation will enable a key HMRC driver to improve achievement of business objectives and targets as well as streamline processes.

We are at the forefront of transforming our services by becoming increasingly digital, enabling customers to do more for themselves on line, in real time. But with that comes the challenges of being a big, established organisation dealing with the significant changes brought by digital technology. We are designing products and services making them as simple as possible for our customers to use. Our move to digital services and the way we use customer data, and data sent to us by other organisations, is critical.

Responsibilities

Essential:

We are looking for a determined, committed, flexible team player to join our team. As a Service Manager you will be responsible for the day to day management of some of HMRC’s key systems. The following skills are essential:

• Ability to lead on task involving senior stakeholders both internally and across the supplier base.

• Supplier management or transferable stakeholder management skills.

• An effective communicator at all organisational levels with the ability to collaborate across teams and organisational boundaries to deliver outcomes.

• Resilient self-starter who can use initiative to manage workload and balance competing priorities within a high-pressure environment.

• Pragmatic and persuasive.

• Strong negotiation skills.

• Ability to challenge stakeholders and suppliers to deliver service performance.

• Strong collaboration skills with experience in identifying stakeholders and building positive relationships.

• Drive continual service improvement.

Desirable:

• ITIL Foundation.

• Experience of working with or alongside stakeholders to optimise Government IT services.

• Experience of implementing and maturing ITIL processes.

• Experience of leading a team.

• Experience of working within commercial agreements.

• ITIL MALC.

Must be willing to undertake career path appropriate qualifications.

Behaviours

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

  • Communicating and Influencing
  • Delivering at Pace
  • Leadership
  • Managing a Quality Service

Benefits

Benefits

• Learning and development tailored to your role.

• An environment with flexible working options.

• A culture encouraging inclusion and diversity.

• A Civil Service pension.

Pensions:

Civil Service pension schemes may be available for successful candidates.

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.
Applications will be sifted on your CV and personal statement. Your personal statement should clearly align to the essential (and if applicable) desirable skills listed in the advert.

Your personal statement should be no more than 500 words.

An initial sift based on behaviour 1 may be held if a large number of applications are received. If your application progresses to a full sift, all behaviours will then be considered.

At interview we will focus on how your experience, skills and behaviours meet those required for this role. There may also be a requirement to deliver a presentation however successful sift candidates will be advised of the topic in advance of the interview.

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

Sift and interview dates as well as the interview location to be confirmed.

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

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

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 :  Chris Hearne
Email :  chris.hearne1@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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