Head of Enterprise Live Services
SCS1- To £95k + Benefits
Almost every individual and business in the UK is a direct customer of HMRC, as we collect the money that pays for the UK’s public services and gives people who need it vital financial support. Over recent and coming years, our work never has been, nor will be, more critical as we rebuild and secure our nation’s future.
With these demands in mind, and as one of the largest and most digitally focussed organisations in the UK, we are undergoing a thrilling change programme. Our team of 4,000 digital experts is undertaking one of the biggest digital and technology transformations in Europe, as we drive towards a high performing landscape of cutting-edge technology. This includes several key strategic priorities, including real-time transactional information and a single customer account, enabling customers to access all their data and undertake all their interactions with HMRC in one place.
Underpinning all of this are the live services and platforms that touch every aspect of HMRC’s IT estate, which is running one of the biggest technology change programmes anywhere in the UK currently. As this programme moves into a new phase of development, we require a skilled Head of Enterprise Live Services to both lead a sizeable team of c. 200, and ensure the stable and reliable performance of HMRC’s live services which support millions of customers and thousands of internal users across the UK
As a trusted partner in Technology services management and Senior Leader, your experience will guide and shape the delivery of one of the most critical platforms across government. Stakeholder and relationship management will be key, as you create a highly engaged team with a clear vision for the future, building strong, supportive relationships with colleagues in HMRC and other government departments, and drive suppliers to deliver newfound levels of performance.
To deliver this critical agenda, as Head of Enterprise Live Services you will:
* Set the agenda and roadmap to lead on Live Services Strategy
* Drive an outcome driven culture which further adopts Agile practices, owning and directing a ServiceNow platform
* Own and manage the relationship with key stakeholders (Internal, other government departments, and suppliers).
* Enable the development of service strategy and roadmaps, embed continuous improvement, drive consistency in approach, and harness shared capabilities.
* Provide excellent leadership to a team of c.200, coaching and developing others to ensure best practice across the Enterprise
The following aspects of the role will be key to your success:
* Strategic & Operational Leadership: Performing as a leader who can balance the strategic with hands-on operational management, demonstrating a proven track record of developing and delivering a vision for live services, and managing a large, diverse function to achieve key operational outcomes.
* Modern Service Management expertise: Possess a broad and deep understanding of IT Service Management concepts, moving beyond traditional ITIL and embracing principles of Site Reliability Engineering (SRE), modern change management.
* Stakeholder Engagement and Influence: An expert-level ability to engage, influence, and build relationships with senior stakeholders, including Director Generals, senior directors, external government departments and Vendors.
* Change Management and Cultural Drive: The capacity to drive positive change in how live services are managed within a large, transforming organisation, including a proven ability to promote positive behaviours, foster a culture of reliability, further adopting agile principles to focus on outcomes and deliver value frequently.
This role is open to public sector and private sector candidates and would suit someone with experience of working within Enterprise scale organisations as a Service Leader.
For further information or to apply email HMRC-ELS@global-resourcing.com or contact Dave Flynn/Becca Connor on 020 8253 1806 to arrange an informal conversation