Head of Service Management & Operations
- Employer
- HMRC
- Location
- Telford, Shropshire, West Midlands
- Salary
- £71000 - £100000/annum Up to 100,000 per annum, depending
- Closing date
- 6 Jul 2022
View more
- Job Sector
- Public sector
- Contract Type
- Permanent
- Hours
- Full Time
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Job description
The Chief Digital and Information Officer group (CDIO) is HMRC’s IT function and has a complex combination of employees of two entities (both civil servants and a government company), contractors and third party suppliers.
With 4,000 people, CDIO Group are a key part of HMRC. As one of the most digital organisations in the UK we are leading the biggest digital transformation in Europe. To support this, we are also transforming how we are structured to become increasingly customer centric.
This significant organisational transition involves changes to our operating model to drive an increased focus on our customers and develop new capabilities. Our task is to continue to deliver high-quality services and technology as they drive this transformation, while providing an outstanding service to our internal and external customers and ensuring a great experience for everyone who interacts with HMRC.
Responsibilities
The post holder will be responsible for managing a team of 61 FTE which is a blended team of civil servants and contractor/supplier resource.
The post holder will have direct line management responsibility for 3 Grade 6’s within the Core Business delivery group with a number of SCRUM development teams and live services support team allocated.
The main location for this delivery group will be in Telford and Newcastle and will see the migration of existing CDIO staff into the delivery group.
Key Interactions
- CDIO Director General
- Director of Enterprise Platform Services, Run
- CDIO Senior leadership team and Directors
- Programme Directors
- Senior IT supplier leads (external and internal)
- Senior HMRC Business Leads and SROs · OGDs
Key Responsibilities:
- Accountable for leading and coordinating CDIO technology Service Management and Operations Management; to enable the Customer Groups and Major Programmes to deliver their Business Technology Services.
- Accountable for driving the Service Management Integration Project to deliver adoption of ITIL 4 practices in line with industry best practices. Utilising specialist consultancy resources to transform from process to practices and drive standardisation right through the technical delivery teams across CDIO that SM&O govern and assure.
- Accountable for establishing holistic CDIO service management guidelines, standards, and internal / external service integration processes, ensuring compliance. Actively facilitating the sharing of best practices and learning in the area of service and operations management across HMRC.
- Accountable for the CDIO Service Design Authority with the responsibility for assuring that all CDIO solutions and business services can be operated, supported and maintained to meet the required customer and business outcomes.
- Accountable for provision of a highly effective CDIO operations centre (CE-OCC) that is responsible for monitoring all CDIO services including services provided by 3rd parties, and operating 24x7 batch.
- Accountable for ensuring holistic Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are designed, agreed, managed and reviewed and the associated Service Catalogues, are developed and agreed with business and CDIO stakeholders.
- Accountable for running Key Business Events throughout the year.
- Empowering the team to deliver.
- Accountable for ensuring a Continuous Improvement and Assurance process life Cycle is established to drive the improvements in Service Delivery Quality and Resilience.
- Accountable for the provision, operations and development of an effective ITIL based service management Platform to be utilized within CDIO.
- Accountable for managing the people and processes required for the monitoring, measurement, maintenance, reporting and continuous improvement of integrated technology services; ensuring high levels of performance in these processes.
- Providing technical and business impact consultation on Service Management & Operations Management infrastructure and capability, acting as a lead on major incidents managing through to resolution.
- Ensuring HMRC’s Service Management & Operations Management infrastructure is fit for purpose to support business operations during peak times and providing a stable platform for HMRC cloud-based services and mobile working capability.
Diverse perspectives and experiences are critical to our success and we welcome applications from people from all backgrounds with the experience and skills needed to perform this role.
Person Specification
Essential Criteria:
- Demonstrable experience of managing a high-volume IT service operations function
- Demonstrable and practical senior level experience of delivering transformational change to business processes and systems to deliver cost savings and service improvements for customers
- Ability to manage senior stakeholders, both internally and externally, and confidence in dealing with and influencing senior officials and ministers, providing clear and non-technical advice on complex issues
- Ability to work under pressure and to respond quickly to changing circumstances and tight timetables
- Ability to develop excellent relationships with a wide range of senior stakeholders and technical experts
- Demonstrable experience of commercial supplier management
- Demonstrable experience of managing, developing and delivering Agile sprint based activities
- Excellent commercial and financial management skills
- ITIL4 Managing Professional service management accreditation is preferred, or a willingness to work towards this
The Chief Digital and Information Officer group (CDIO) is HMRC’s IT function and has a complex combination of employees of two entities (both civil servants and a government company), contractors and third party suppliers.
With 4,000 people, CDIO Group are a key part of HMRC. As one of the most digital organisations in the UK we are leading the biggest digital transformation in Europe. To support this, we are also transforming how we are structured to become increasingly customer centric.
This significant organisational transition involves changes to our operating model to drive an increased focus on our customers and develop new capabilities. Our task is to continue to deliver high-quality services and technology as they drive this transformation, while providing an outstanding service to our internal and external customers and ensuring a great experience for everyone who interacts with HMRC.
Responsibilities
The post holder will be responsible for managing a team of 61 FTE which is a blended team of civil servants and contractor/supplier resource.
The post holder will have direct line management responsibility for 3 Grade 6’s within the Core Business delivery group with a number of SCRUM development teams and live services support team allocated.
The main location for this delivery group will be in Telford and Newcastle and will see the migration of existing CDIO staff into the delivery group.
Key Interactions
- CDIO Director General
- Director of Enterprise Platform Services, Run
- CDIO Senior leadership team and Directors
- Programme Directors
- Senior IT supplier leads (external and internal)
- Senior HMRC Business Leads and SROs · OGDs
Key Responsibilities:
- Accountable for leading and coordinating CDIO technology Service Management and Operations Management; to enable the Customer Groups and Major Programmes to deliver their Business Technology Services.
- Accountable for driving the Service Management Integration Project to deliver adoption of ITIL 4 practices in line with industry best practices. Utilising specialist consultancy resources to transform from process to practices and drive standardisation right through the technical delivery teams across CDIO that SM&O govern and assure.
- Accountable for establishing holistic CDIO service management guidelines, standards, and internal / external service integration processes, ensuring compliance. Actively facilitating the sharing of best practices and learning in the area of service and operations management across HMRC.
- Accountable for the CDIO Service Design Authority with the responsibility for assuring that all CDIO solutions and business services can be operated, supported and maintained to meet the required customer and business outcomes.
- Accountable for provision of a highly effective CDIO operations centre (CE-OCC) that is responsible for monitoring all CDIO services including services provided by 3rd parties, and operating 24x7 batch.
- Accountable for ensuring holistic Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are designed, agreed, managed and reviewed and the associated Service Catalogues, are developed and agreed with business and CDIO stakeholders.
- Accountable for running Key Business Events throughout the year.
- Empowering the team to deliver.
- Accountable for ensuring a Continuous Improvement and Assurance process life Cycle is established to drive the improvements in Service Delivery Quality and Resilience.
- Accountable for the provision, operations and development of an effective ITIL based service management Platform to be utilized within CDIO.
- Accountable for managing the people and processes required for the monitoring, measurement, maintenance, reporting and continuous improvement of integrated technology services; ensuring high levels of performance in these processes.
- Providing technical and business impact consultation on Service Management & Operations Management infrastructure and capability, acting as a lead on major incidents managing through to resolution.
- Ensuring HMRC’s Service Management & Operations Management infrastructure is fit for purpose to support business operations during peak times and providing a stable platform for HMRC cloud-based services and mobile working capability.
Diverse perspectives and experiences are critical to our success and we welcome applications from people from all backgrounds with the experience and skills needed to perform this role.
Person Specification
Essential Criteria:
- Demonstrable experience of managing a high-volume IT service operations function
- Demonstrable and practical senior level experience of delivering transformational change to business processes and systems to deliver cost savings and service improvements for customers
- Ability to manage senior stakeholders, both internally and externally, and confidence in dealing with and influencing senior officials and ministers, providing clear and non-technical advice on complex issues
- Ability to work under pressure and to respond quickly to changing circumstances and tight timetables
- Ability to develop excellent relationships with a wide range of senior stakeholders and technical experts
- Demonstrable experience of commercial supplier management
- Demonstrable experience of managing, developing and delivering Agile sprint based activities
- Excellent commercial and financial management skills
- ITIL4 Managing Professional service management accreditation is preferred, or a willingness to work towards this
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