To apply direct for this role please visit Civil Service Jobs and quote ref no:392703 The Lead Platform Operations Manager oversees the operational management, infrastructure, and strategic technical requirements of a platform service. This role sets the direction for platform operations, guiding teams in optimising maintenance processes, and implementing infrastructure improvements. The role oversees risk management and compliance, leading adherence with industry standards and regulatory requirements. Job description You will lead the EIS Platform Operations teams and be responsible for delivering our portfolio of integration services, including national infrastructure platforms and services (currently approximately 30) and be accountable for quality of service. This will include the Legacy platforms that are integral to HMRC. You will be an integral part of the EIS Senior Leadership Team (SLT) and engage at a strategic level and be involved in setting organisational objectives and influencing policy. You will also work closely with colleagues / customers and suppliers in multidisciplinary business areas to clarify, understand and help shape requirements and priorities. You will work with product and platform owners to align operational strategies with platform development goals. You will have a track record working in service management and operations support credible, influential and encouraging, with a passion for building and maintaining productive working relationships: Someone who is hard-working, a confident communicator with good interpersonal skills and a dedication to continuous improvement in self and others. This is an exciting opportunity, suited to someone who has recent experience in a similar role and is ready to lead a team in a dynamic environment. Person specification Specific responsibilities will include: Managing a 24x7 Support Team, responsible for service monitoring, building dashboards, triaging, troubleshooting, service reporting and wider customer engagement; Managing a team of Service Managers, responsible for all EIS service commitments and governance; including all aspects of change management and commercial aspects for licence provisioning. Prioritising all service improvement, support and enhancement requirements to be delivered, minimising operational risks and maximising cost savings; Ensuring service management processes are followed, assuring governance of the service, including being escalation point for all EIS live services issues; Delivering a seamless integration service experience for HMRC business areas and customer groups; Managing the run budget and allocating maintenance funding based on key priorities; Establishing and maintaining collaborative supplier partnerships that reduce costs and risks and grows innovation and promotes value opportunities; Responsible for producing and delivering timely and accurate service and performance reports tailored to specific customer needs including costs / recharging and funding; Understanding and working closely with commercial and finance teams to ensure work is completed on time and to budget; Making accurate decisions quickly in a dynamic environment; Managing supplier performance and relationships in line with EIS requirements and business commitments; Championing and mentoring colleagues. Oversee and manage third parties, ensuring that they meet performance requirements and contractual obligations. Responsible for the running of the Legacy platforms within EIS. Involved in setting the vision and purpose for the Legacy Platforms and the strategic direction. Essential Criteria You will need to demonstrate practical experience in the following key disciplines: Building collaborative and effective working relationships with business partners at all levels; Leading and developing a production support service (or similar); Measuring and managing service and supplier performance, including process improvement; Leading and driving a team across different functions and/or locations. At least ITIL 4 Foundation qualification. Experience in all aspects of Service Level Management including Change Management and the processes involved. Extensive experience in Platform or Operations Management. Experience in modernisation of IT Legacy platforms. Experience in stakeholder / supplier management. Operating a live support service. Desirable Criteria: Ideally, you will also demonstrate experience in the following desirable disciplines: Understanding of strategic integration technologies and tooling. Understand the use of Cloud products; Amazon Web Services/Azure and open-source technologies; Experience of working in a product and platform environment; Experience of working in an integration environment. Running a multi-location team. Qualifications At least ITIL 4 Foundation qualification.