Grade 6 Head of Command and Control (Head of Operations)

HM Revenue and Customs

Closing date: 23 Sep 2019

Reference number

11291

Salary

£62,789 - £70,779

Grade

Grade 6

Contract type

Fixed Term

Length of employment

2 years

Business area

HMRC - CDIO - C&IT , Customs & International Trade Group are part of CDIO Customer Strategy and Tax Design

Type of role

Digital

Working pattern

Flexible working, Full-time, Part-time

Number of posts

1

Location

Southend-on-Sea

About the job

Summary

The Head of Command and Control is responsible for the strategy road-map, integration and building the capability of the team. They make sure all tools are fit for purpose and meet business requirements.

They will own all aspects of Service & Operations (service support, service transition, service resilience, service monitoring, infrastructure, capacity & availability management, people capability and supplier management) of services within the Customs & International Trade Delivery Group.

The post is based in Alexander House Southend but some travel with overnight stays to other CDIO and supplier offices may be required.

Line management will be involved, and the appointee is expected to exhibit strong leadership and influencing of staff.

Existing Civil Servants and applicants from accredited Non Departmental Public Bodies (NDPB) are eligible to apply, and if successful will be offered the post on loan (Civil Servants) or secondment (accredited NDPBs). In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.

External (former Stage 4)

This post is being advertised in accordance with the latest CDIO recruitment controls and is an External Fixed Term Appointment external campaign. External applicants new to HMRC will only be employed on a fixed term basis for the duration of the role. Internal HMRC applicants will be appointed in accordance with internal policies. Applicants from OGDs will be offered a 2 year loan, at the end of this period they will return to their home department.

Job description

When you think of government technology what do you imagine? Months to assemble IT requirements, years to build services, and not a customer in sight? The truth couldn’t be more different.

At HMRC we are already one of the most digital organisations in the UK. We have one of the largest data sources and we're creating a world-class IT function.

With 50 million customers to serve, over 60 thousand colleagues to support, and £600 billion to collect to fund UK Plc, our IT operation is huge. Operating on a stage this big would faze many, and it is not for everyone. But, for those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the latest technologies and make a real, lasting difference.

Here in HMRC’s Chief Digital & Information Group (CDIO) we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

We’re removing our dependence on data centres, as we increasingly virtualise our estate. 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. And we’re creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work.

This is an exciting opportunity to join HMRC’s IT function where you will be supporting a large scale and radical transformation that will have a profound impact for both customers and staff and the UK as a whole. HMRC has one of the largest IT estates ranging from data analytics platforms to complex legacy systems. The breadth, variety and complexity of these systems and the associated business processes they support are on a scale rarely seen in other global organisations.

Chief Digital and Information Office (CDIO) set the technology direction for HMRC and deliver the high level design for all IT solutions. CDIO are responsible for building and running HMRC IT services along with providing IT change and operational support. As part of CDIO the Customs and International Trade Delivery Group (C&IT DG) is responsible for developing, delivering and supporting IT solutions for those business areas which manage HMRC’s Customs, Excise and International Trade activities. This work includes the analysis of business requirements and the design, build, test and live release of new IT projects, as well as the ongoing support and maintenance of live IT applications. C&IT DG are responsible for the end to end service management and development of over 100 separate services from the generation of Trade Statistics, to the administration of Customs and Excise duties.

C&IT are at the heart of IT in HMRC and lead and influence across Government, where we are premier deliverers of IT, enabling Government to deliver its strategies. We are proud of what we have achieved.

We have a highly capable and agile workforce working at pace and responding quickly, being both flexible and scalable in our approach. We demonstrate professional and technical excellence in all that we do.

This is a great opportunity to transform development within a unique area of HM Government.

The Head of Command and Control is responsible for the strategy road-map, integration and building the capability of the team. They make sure all tools are fit for purpose and meet business requirements.

They will own all aspects of Service & Operations (service support, service transition, service resilience, service monitoring, infrastructure, capacity & availability management, people capability and supplier management) of services within the Customs & International Trade Delivery Group.

The post is based in Alexander House Southend but some travel with overnight stays to other CDIO and supplier offices may be required.

Line management will be involved, and the appointee is expected to exhibit strong leadership and influencing of staff.

Responsibilities

Skills and Knowledge required:

1. Has a broad technical understanding that underpins an individual’s ability to deliver the responsibilities and tasks for their role. This relates to the application of the required breadth and depth of technical knowledge. This also includes staying abreast of industry developments to make cost effective use of new and emerging tools and technologies.

2. Gives direction on which tools / methods to use. Is experienced in meeting the needs of users across a variety of channels. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the business. Applies strategic thinking in how to provide the best service for the end user. Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs, and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.

3. Ensures the correct implementation of standards and procedures, identifying capacity issues, stipulating the required changes and instigating these. Instigates remedial action. Is able to define, analyse, plan, measure, maintain and improve all aspects of the availability of services, including power. Controls and manages service availability to meet the needs of the business in a cost-effective manner, including managing the capability, functionality and sustainability of service components (including hardware, software, network resources and software/infrastructure as a service.

4. Manages configuration items, related information, service compliance and risks. Conducts the lifecycle management for assets including hardware, software, intellectual property, licences, warranties. This includes managing usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. Helps to improve investment decisions and capitalise on opportunities. Complies with international standards for asset management. Documents information relating to the assets including identification, classification and specification of all items and information related to storage, access, versions, etc. Is able to apply status accounting and auditing in line with relevant criteria.

5. Able to analyse current processes, identify and implement opportunities to optimise processes and leads and develops a team of experts to deliver service improvements. Helps to evaluate and establish requirements for the implementation of changes by setting policy and standards. Identifies and explores opportunities for service and business improvement. Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the Organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.

6. Manages the runbooks for service continuity. This includes managing the processes around service continuity and testing the runbooks to ensure that service availability can be maintained in any event. Provides service continuity planning and support. This includes identification of information, systems which support critical business processes, the assessment of risks to those systems’ availability, integrity and confidentiality as well as the coordination of planning, designing, testing and maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity.

7. Deals with high impact, complex change requests. Ensures that release policies, procedures and processes are applied. Able to manage changes to service, configuration items, organisational change, supplier change and associated documentation. Able to request changes due to incidents or problems to provide effective control and reduction of risk to the security performance and availability. Ensures compliance of the business services impacted by the change. Understands policy, principles and approach. Applies understanding and knowledge in project or programme activities. Develops experience in the use of key change management tools and processes.

8. Able to work collaboratively within a group, actively networking with others and engaging in varying types of feedback choosing the appropriate time, and ensuring the discussion sticks. Uses initiative to identify problems or issues in the team dynamic and rectify them. Able to pull out issues through agile health-checks with the team to provoke the right responses. Contributes to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members. Gives and receives constructive feedback, facilitating the feedback loop. Facilitates conflict resolution within teams, ensures the team is transparent and that the work is understood externally. Able to help teams maintain a focus on delivery while being aware of the importance of professional development.

9. Leads the investigation and resolution of incidents. (Top level description - Coordinates the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. Identifies the correct procedures or channels for resolution and monitors resolution activity and progress updates to customers. Understands key change management tools and processes.

10. Takes accountability of issues that occur and is proactive in searching for potential problems. Achieves excellent user outcomes. Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.

11. Ensures that the right actions are taken to investigate, resolve and anticipate problems. Coordinates the team to investigate problems, implement solutions and take preventative measures. Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.

12. Designs systems characterised by medium levels of risk, impact and business or technical complexity. Selects appropriate design standards, methods and tools and ensures they are applied effectively. Reviews the systems designs of others to ensure selection of appropriate technology, efficient use of resources, and integration of multiple systems and technology. Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.

We are looking for someone with excellent service leadership skills and stakeholder engagement to lead on the development, evolution and management of the delivery and operation of services within C&IT. The ideal candidate will be able to look beyond existing technical and organisational boundaries to ensure that the highest possible level of service is provided to customers.

This role will report to the C&IT Deputy Director.

Work occurs in a normal business environment but the requirements of the job will necessitate being available to provide Senior High Priority Incident support for our critical systems 24x7x365, as part of an on-call rota.

This role is part of the C&IT SLT and a strong candidate will be able to clearly evidence the necessary behaviours and values required in such a role.

Essential criteria:

• Proven experience of IT service management (including 24x7x365 services) gained in an operational role.

• Ability to provide strong leadership in respect of continuous improvement for the end customers.

• Extensive experience in designing, developing and implementing sustainable and scalable service management processes and procedures, including commercial and contract expertise.

• Service management tool design & specification experience.

• Experience of remote monitoring processes and systems.

• Excellent understanding of Resilience options for IT Services.

• Experience in managing Disaster Recovery implementation.

• Experience with popular industry toolsets for managing agile development (e.g. Jira & Confluence).

• Excellent understanding of social media channels which can be used to strengthen the awareness of C&IT.

• Knowledge, understanding and experience of managing & working using DevOps processes and practices.

• Solid supplier management experience within an ecosystem of suppliers to build an overall services model.

• Significant commercial and financial exposure and awareness.

• Experience of service cost models, procurement and commercial processes.

• Senior stakeholder management and influencing experience including the ability to establish and maintain productive working relationships.

• Ability and willingness to act as a line manager.

• Ability to operate effectively as a member of a senior leadership team.

• Proven experience managing technical teams, preferably within a systems infrastructure and operations environment.

• Analytical ability to solve problems, including diagnostic and trouble shooting skills.

• Excellent verbal and written communications skills.

• Ability to thrive and function effectively in a fast paced and pressured environment. A strong candidate will be able to demonstrate experience of dealing with conflicting priorities or ambiguity.

Behaviours

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

  • Leadership
  • Delivering at Pace
  • Communicating and Influencing
  • Making Effective Decisions

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.

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 and Experience.
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.

As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

Please ensure that your personal statement is no more than 500 words. Please provide details on how you meet the Essential criteria for this role, by stating what you have done and how you went about it.

Candidates will be sifted and interviewed on their experience and suitability for the role and behaviours. At interview the candidate will be requested to provide a short presentation on 'How would you transition live services and how would you ensure 99.99% availability?'

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.

Sift and interview dates to be confirmed. Interviews will take place in Alexander House Southend on Sea Essex. SS99 1AA.

Feedback will only be provided if you attend an interview.

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

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.

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

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.

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/

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.

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 :  Rakhi Shah 03000 549084
Email :  rakhi.shah@hmrc.gsi.gov.uk
Telephone :  03000 549084
 
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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