Senior Implementation Manager

Background

Revenue & Customs Digital Technology Services (RCDTS) are working alongside HM Revenue & Customs (HMRC) and implementing bold plans to transform our IT and digital services.

We are using digital services and smart data to help people deal with us effectively and efficiently, but also allows us to better identify the minority who seek to avoid or evade their taxes

Our IT infrastructure is one of the largest and most dynamic in Europe, and we are now one of the most digitally advanced tax authorities in the world.

The Team

Service Management & Operations (SM&O) are accountable for the end-to-end service for HMRC’s IT Systems & Services and our focus is on ensuring consistent, excellent Customer Experience.

We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who already have real hands-on experience of driving through both technical and business changes.

Service Management and Operations who as Service Integrators have embarked on aligning to ITIL4, utilising Service Now as the core platform. They are involved in HMRC’s intelligent client initiative for managing the multiple suppliers across HMRC’s complex technical infrastructure

The team is crucial in the introduction of new services onto the HMRC Estate, to ensure that there is guidance and consistency around involvement in major projects and cross cutting projects to give the appropriate end to end view and assurance.

Role & Responsibilities

You will be responsible for developing your knowledge of the HMRC estate, its existing IT landscape and using industry best practice to deliver Implementation Management services to programmes, projects, BAU release, ensuring that any implementation or change is planned, co-ordinated and managed according to project or Live Service requirements.

You will manage complex and/or mission critical change to the service infrastructure including service assets, configuration items and associated documentation to provide effective control and reduction of risk to the availability, performance, security and compliance of the business services impacted by the implementation for required change.

You will hold relevant Implementation Management forums with appropriate resources to create Implementation Schedules and Communication profiles to make sure the implementation is successful.

Programme level Implementation Management activities will be required at this level.

Duties will include:

* Ability to co-ordinate multiple Delivery areas/Suppliers/organisations to create Implementation Schedules.

* Manage changes to the live environment, identifying and escalating risks/key dependencies emerging around implementation.

* Agrees and produces a communication plan and compile a supporting contact list of responsible parties & escalation managers associated with the implementation.

* Agrees and produces a Post Implementation Review (PIR) where required to document the issues encountered and actions taken to resolve.

* Tracks and lead the implementation of approved changes in accordance with RFC and approval documentation.

* Responds to queries from key stakeholders and contacts stakeholders (for whom implementation management service is provided) to raise queries and provide information and amend the implementation plan as appropriate.

* Ensures that management processes, tools, techniques and personnel are in place to ensure that the transition of services, service components and packages are planned and compliant and that test and validation and configuration management are partnered in all release and deployment activities.

* Contribute to an ongoing cycle of process improvement and contribute to implementation of best practice.

* Liaise with Service Design &Transition to make sure Mandatory Live Service acceptance process is adhered to across the HMRC Estate.

* Mentoring/line management of Implementation managers

Requirements

Essential criteria

You will already have experience and knowledge of

* Delivering successful releases into a complex technical infrastructure.

* Displaying excellent people management skills

* IT/IS infrastructure (hardware, databases, public/private cloud, operating systems, intelligent SAN, SaaS, middleware/SOA, local area networks, Lan, WLan, Wi-fi etc)

* IT applications and service processes associated with sustainability and efficiency, including virtualisation, re-use/sharing, and closed loop strategies.

Desirable

* Ability to identify, gather and understand client’s priorities and expectations when scheduling implementations into live.

* Able to evidence understands the needs of the internal and external customer and regularly checking with customer when taking actions or making decisions.

* Is able to demonstrate a meticulous method of working and attention to detail.

* An awareness and understanding of all phases of systems development lifecycle Project Life cycles and their implementation

* Expertise in interpersonal and communication skills with a proven record of establishing, building and maintaining strong, collaborative and productive relationships across functional and organisational boundaries.

* Experience of mentoring or people management of peers within working environment to up skill and help them progress within team