Digital Services Operations Manager

This is an exciting opportunity to join HMRC's CDIO (Chief Digital & Information Officer) Chief Digital Product Office working in Customer Engagement Digital Services Team.

In the role of Digital Operations Lead, you will be a member of a dynamic team, managing implementation of operational activities. Leading on delivering digital services in line with the HMRC Digital Strategy, ensuring they follow and meet Government Digital Service (GDS) Standards.

You will maintain a detailed overview of all sprint planning/digital deliveries across all agile delivery teams within multiple programmes of work. You'll have a clear understanding of the work position, help teams prepare for GDS reviews and share successful approaches. Using your digital knowledge and expertise you will lead on operational activities, acting as the liaison route for blockers, risks and issues for the Head of the Digital Services. We want you to promote the effective running of mixed economy teams and lead on HMRC/SME contractor on-boarding and management; making our staff feel part of the bigger picture. We love to build forward thinking agile environments, support communities of practice and help grow HMRC talent. So, if this resonates with you then we would welcome your application.

You will work collaboratively with multiple suppliers, utilising numerous commercial models to ensure effective running of mixed economy teams within CDPO Digital, ensuring contractual arrangements with service providers are adhered to.

The complexity or breadth of products or teams will vary in this role, depending on the context of the work assigned.

For those who thrive in a fast-paced, exciting, and motivational environment, we offer unique and unparalleled opportunities to work with some of the latest technologies and make a real, lasting difference.

Person specification

As a Digital Operations Manager, you will be responsible for:

• The digital front end delivery of one or more large and / or complex IT projects.
• Production and management of digital plans, pipeline of work and status reports.
• Identification, management and mitigation of IT risks, issues and dependencies.
• Raising, monitoring and challenging commercials/costs across all delivery teams and commercially engaged delivery partners.
• Financial forecasting and tracking of all project expenditure.
• Building and maintaining effective and collaborative relationships in order to achieve successful outcomes for the business.
• Reporting and communicating project deliverables, progress and benefits to a wide range of stakeholders across all grades.
• Applying your experience / understanding of both Agile and Waterfall delivery methodologies in a Delivery Management setting.
• Engaging, building and maintaining teams, both internally and externally, identifying the people and skills needed to continuously deliver.
• Supporting all Digital Delivery teams Portfolio of deliveries within your given area via escalation management, guidance and performance and delivery management.
• Resourcing & Capacity Management of all teams within your assigned Programme of work and relating contract.
• Being a credible, knowledgeable, enthusiastic, and supportive team player demonstrating strong communication skills and having a real passion to develop the teams and to build diverse cross team relationships.
• Working closely with business stakeholders, supporting, and understanding business needs and strategy, ensuring deliverables are understood, aligned, and agreed.
• Working closely with Product Managers, Delivery Managers or project managers collaboratively to ensure delivery of the products is aligned with the project scope, requirements, and timeline constraints.

Essential Criteria:

The successful candidate will need to demonstrate practical knowledge and experience in the following:

• Excellent communication and collaboration skills.
• Operating across tight & complex governance frameworks, and a sound knowledge of risk & cost management.
• Using industry standard project management tools and methodologies.
• Utilising both Agile and Waterfall methodologies.
• Building & maintaining positive and effective relationships with all key stakeholders (internal and external) across a large and complex organisation as well as managing stakeholder requirements and expectations.
• Interpretation of change; making it easy for teams and stakeholders to understand what needs to be delivered, by who, why, and when.
• Strong track record in resourcing, building, and developing digital delivery teams which are geographically dispersed.
• Ability to work under pressure and to respond quickly to changing circumstances & tight timetable as priorities evolve & escalate.
• Capable of working effectively with and influencing Supplier Management and Commercial partners in a multi supplier environment to ensure services are delivered whilst achieving value for money with continual improvements.
• Excellent organisational and decision-making skills.
• Strong financial forecasting capabilities.

Desirable Criteria:

Ideally, the successful candidate will also demonstrate knowledge and experience in the following:

• HMRC recognised project management tools and methodologies and a willingness to work towards Agile qualification(s).
• Previous experience in the HMRC digital delivery change lifecycle.
• A strong working knowledge of digital delivery governance, processes and procedures.

The ideal candidate:

You will be enthusiastic and self-motivated with a passion for people, problem-solving, decision-making, and consensus building in a fast paced, exciting digital environment. You will have a strong track record of delivering complex IT-enabled change through collaboration with, and management of, a range of stakeholder and commercial relationships.

Transitional Sites

For more information on where you might be working, review this information on our locations .

If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

Thes e sites are:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford - moving to Parkside Court, Telford.

You will be given more information about what this means at job offer stage.

Behaviours

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

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

Benefits

Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

Things you need to know

Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.

How to Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history and previous experiences.
• A 1000-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Essential Criteria and Person Specification outlined in the advert.

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.

Further details around what this will entail are listed on the application form.

Sift

In the event of a large number of applications being received, an initial sift may be held on the Personal Statement.

At full sift, your CV, and your Personal Statement, will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, you will be asked behaviour-based questions to explore in detail what you are capable of.

Interviews will take place via video link. Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application - [insert vacancy ref] & vacancy closing date [insert date]'.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application .

The HMRC app can help you with your application

The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.

If successful in your application, you will need your National Insurance number for the onboarding process.

Download the HMRC app now and save your National Insurance number to your digital phone wallet.

How to download the HMRC app and sign up for an account

Download the free HMRC app from the App Store or Google Play store.

If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services .

Merit List

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Hybrid working at HMRC

HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

• Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.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.

Important information for existing HMRC contractual homeworkers:

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Terms and Conditions

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.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations .

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

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.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK .

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

Security
Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window) .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

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 : Alicia Dixon
• Email : alicia.dixon@hmrc.gov.uk
• Telephone : 03000557904

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.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 there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk.

Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. 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 website.