Bristol Regional Centre - 3 Glass Wharf, Telford - Plaza 1 and 2, Stratford Regional Centre - Westfield Avenue

Job Summary Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

HMRC is building a modern, digital tax administration. Our digital transformation programme is ambitious, exciting and award winning. This programme is the envy of other government organisations and it will make HMRC one of the most digitally sophisticated tax authorities in the world.

Now is a fantastic time to start building your career in our exciting, creative and world-class IT team. If you want to learn a lot, help others do the same and be part of delivering public service that makes a real difference, HMRC is a great place to do that.

Enterprise Integration Services (EIS) are at the heart of the HMRC Chief Digital Information Officer (CDIO) group. EIS handle HMRC's core integration/middleware services, taking care of over a billion transactions every year and connecting hundreds of HMRC services.

We provide platforms for delivering Application Programming Interface (API) access to HMRC systems. We also provide artefacts and support for API customers (software developers and other Government Departments) to build and manage authorised software that seamlessly integrates with HMRC digital services.

We use modern open-source products and work in an Agile way to deliver flexible, effective integration solutions.

Job Description The CDIO Chief Engineering and Platform Office Team manage IT services across platforms and multiple channels, ensuring service availability, performance and process maturity across this landscape. As a Associate Platform Operations Manager in our highly motivated Service Management team, you will work closely with internal delivery teams, third-party suppliers and other HMRC business areas to optimise the performance of HMRC’s integration/messaging services.

You will also work closely with the Head of Services and Support and play an instrumental role in the migration of legacy enterprise integration services to the new integration platform. You will have a track record of using your own initiative to good effect and making fact-based decisions on service management and support issues. You will have a reputation for achieving the highest performance standards.

You will be self-motivated, a confident communicator with strong interpersonal skills and have a commitment to continuous improvement in self and others. This is an exciting opportunity suited to someone who enjoys working in a dynamic environment, proactive, enthusiastic and prepared to take on and lead on any issues, with colleagues and with third party suppliers.

The CDIO Chief Engineering and Platform Office Team manage IT services across platforms and multiple channels, ensuring service availability, performance and process maturity across this landscape. As a Associate Platform Operations Manager in our highly motivated Service Management team, you will work closely with internal delivery teams, third-party suppliers and other HMRC business areas to optimise the performance of HMRC’s integration/messaging services.

You will also work closely with the Head of Services and Support and play an instrumental role in the migration of legacy enterprise integration services to the new integration platform. You will have a track record of using your own initiative to good effect and making fact-based decisions on service management and support issues. You will have a reputation for achieving the highest performance standards.

You will be self-motivated, a confident communicator with strong interpersonal skills and have a commitment to continuous improvement in self and others. This is an exciting opportunity suited to someone who enjoys working in a dynamic environment, proactive, enthusiastic and prepared to take on and lead on any issues, with colleagues and with third party suppliers.

Person specification

• Managing EIS service commitments and governance, monitoring service performance, managing change, incidents and problems.
• Providing end to end service management of existing legacy services, including transitional activities.
• Delivering service improvement, support and enhancements whilst minimising operational risks and maximising cost savings.
• Responsible for YOY legislative changes within EIS.
• Delivering a seamless integration service experience for HMRC business areas and customer groups.
• Establishing, managing and maintaining collaborative stakeholder and supplier partnerships.
• Managing supplier performance and relationships in line with EIS requirements and business commitments.
• Understanding of EIS Asset Management and Financial Management.

Essential Criteria

• The role is suitable for an individual with extensive knowledge and experience of IT Service Management within large organisations managing multiple services to multiple customers, specifically in ITSM live services activities (Incident, Change, Problem, Risk Management,) and transition in Live.
• Experienced in developing and maintaining effective relationships with key stakeholders (including suppliers) and working collaboratively in a cross- functional environment including the ability to effectively influence.
• Has the experience and ability to communicate effectively up to Senior Management including a strong background in documentation creation/review.
• Has a broad knowledge and understanding of IT concepts and architectures.
• Delivery management of legislative changes.
• Financial acumen including recharges for the business area.
• Achieved or working towards ITIL or recent experience working within ITIL.

Desirable Criteria

• Experience working with ServiceNow (IT Service Management).
• Experience with service management information and reporting toolsets.
• Working knowledge of HMRC Directorates & Business Units.
• Qualified in ITIL Level 4 Min.

Transitional Sites Information If your location preference is for the following site, it’s important to note that this is not long-term site 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.

For more information on where you might be working, review this information on our locations (opens in a new window)

This Site Is

• Telford Plaza, Telford - moving to Parkside Court, Telford

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

Behaviours

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

• Delivering at Pace
• Changing and Improving
• Making Effective Decisions

Alongside your salary of £44,110, HM Revenue and Customs contributes £12,778 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

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. Please provide your most recent and relevant experience on how you match the Job Description part of the Job advert noting successes and tools used in each role.
• A 750-word Personal Statement. Please provide how you meet the Essential Criteria with impacts, outcomes and results. How were you different outside your BAU and what would you do differently?

Please evidence any Desirable Criteria where applicable, up to 250 words max. This is not essential 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.

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 for more information on appropriate and inappropriate use.

Sift 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 questions based on the following behaviours to explore in detail what you are capable of - Delivering at Pace, Changing and Improving and Making Effective Decisions.

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.

Reserve List A reserve list may be held for up to 12 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.

Important information for existing HMRC contractual homeworkers This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.

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 (opens in a new window).

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.

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

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.

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.

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).

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 : Jatinder Gill
• Email : jatinder.gill@hmrc.gov.uk
• Telephone : 07469 136124

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.