We have an exciting opportunity to lead the Enterprise Cloud Services (ECS) Operational Excellence team, where you will shape and lead multiple disciplines which will be responsible for ITIL functions including Customer Relationship Management and Supplier Management within ECS. This will involve driving ITIL practices ensuring compliance with information assurance practices and customer commitments.

The Lead Operational Excellence Manager is responsible for leading strategic initiatives that enhance value delivery, build capabilities, and improve the performance of platform services.

They develop and execute a strategic roadmap to guide continuous improvement, drive training programmes, and ensure customer success.

The Lead Operational Excellence Manager oversees value optimisation efforts, aligns platform capabilities with organisational goals, and fosters a culture of operational excellence across teams.

They lead cross-disciplinary efforts of enabling functionality to implement and enact on best practices to drive process improvement.

The primary office location for this role is Telford, other base locations are available where travel to Telford once a month is required. You will be expected to work a minimum of 60% of your working time from an office location.

Person specification

Responsibilities

• Value Optimisation & Performance Enhancement: Lead efforts to maximise value return from platform services. Implement performance management practices that track and improve the effectiveness and return on investment of platform initiatives.
• Capability Building & Organisation Development: Oversee capability development initiatives. Drive and lead the unique enabling functions of the platform service to deliver educational and skillset needs as well as enhancing organisational competency with continuous growth.
• Customer & Consumer Feedback: Manage customer success strategies and enable the platform service to meet user expectations. Use customer feedback to drive continuous improvement initiatives.
• Cross-Functional Process Improvement: Lead cross-functional teams in identifying and implementing process improvements that enhance efficiency. Establish best practices for operational excellence, promote consistency and standards.

You will:

• Be a member of, and actively contribute to the Platform senior leadership team providing direction and leadership to the broader platform teams.
• Lead, coach and mentor the Platform Operational Excellence team, comprising of multi skilled business areas, developing capability within the team and supporting career progression.
• Develop and oversee the governance framework ensuring processes are clearly defined and understood, effective cost management is in place, performance is tracked against measurable targets and meaningful reporting is delivered.
• Lead the Customer Relationship Management team ensuring any business opportunities are identified and progressed, maintaining strong links across CDIO, customers and consumers, HMRC and other government departments. Working with the Platform teams to identify and deliver resolutions to escalations raised.
• Forge lasting relationships and collaborate with other government departments, industry experts, wider ITILv4, and practice owners to share knowledge and drive continuous improvements in working practices.
• Set clear objectives and stretching targets for direct reports and agreeing and creating career development plans including effectively peer to peer managing those at SCS1 grade where needed.

Essential Criteria:

The successful candidate must be able to clearly demonstrate evidence of the following essential criteria:

• ITIL Experience and a qualification above Foundation.
• Inspirational senior leadership and management skills.
• Strong stakeholder management and the ability to build relationships across the organisation.
• Collaborate with other teams to identify opportunities to improve the customer service and experience.
• Foster a culture of continuous improvement aligned to the ITIL practice.
• Demonstrative ability of successful stakeholder management and building relationships across a range of senior communities, internal and external, often without direct authority.
• Role models the civil service leadership behaviours and be a strong advocate for leadership as well as IT professional development.

Desirable Criteria:

Ideally you will also have experience and understanding of:

• Knowledge industry best practices, frameworks, and processes.
• Leading teams through times of change and fostering a positive and inclusive culture of trust and autonomy.
• Ability to respond to change with agility and lead teams with a strong and compelling vision for the future.
• Knowledge and expertise in developing platform strategies and plans.

Qualifications
ITIL Experience and a qualification above Foundation.

Behaviours

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

• Communicating and Influencing
• Leadership
• Delivering at Pace
• Working Together
• Developing Self and Others

Benefits

Alongside your salary of £68,966, HM Revenue and Customs contributes £19,979 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

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 detailing your work history and skills/duties within your career, including any qualifications relevant to the role.
• A 500-word personal statement to outline how your skills and experience match the specification detailed in the job description and the essential criteria.

Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not mandatory for the role but may be considered by the vacancy holder where candidates have the same score at interview.

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

We acknowledge that AI can assist you in your application. Find our guidelines here.

Sift

At 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, your experience will be assessed, and you will be asked behaviour-based questions on Communicating and Influencing, Leadership, Delivering at Pace, Working Together, and Developing Self and Others 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 - 398583 & vacancy closing date 14/04/2025'.

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

Reserve List

A reserve list may be held for up to 6 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.

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.

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.

Additional Security Information

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

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.

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

Security
Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window) .

See our vetting charter (opens in a new window) .

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 : Doug Rogers
• Email : doug.rogers@hmrc.gov.uk
• Telephone : 03000542649

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. 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.

Attachments
Combined TC and OGD Pay - English Opens in new window (docx, 132kB)