Telford
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.
Are you passionate about ensuring seamless IT operations and ready to take on a pivotal role in a dynamic environment? Do you thrive in constantly evolving situations and are great at taking control, assessing, and managing the situation? If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.
For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.
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.
The Team
Our role sits within Enterprise Live Services (ELS) which forms part of the Chief Digital & Information Group (CDIO). ELS are accountable for the end-to-end service of HMRC’s IT Systems & Services, and our focus is ensuring a consistent, excellent Customer Experience.
Job Description
HMRC is looking for a dedicated Major Incident Manager to join our team and lead the charge in managing major incidents and escalations across our IT estate, 365 days a year.
You will be responsible for Swift Incident Resolution driving the process to restore services quickly, minimising business impact and maintaining service quality and availability. You will undertake Strategic Interventions assessing situations, make timely interventions, and manage resolution activities effectively. You will provide Clear Communication and bridge the gap between technical and non-technical stakeholders, ensuring clear and concise communication within HMRC and with third parties.
You will lead and develop teams to handle incidents efficiently, ensuring maximum availability of HMRC IT services. You will undertake Proactive Ownership of issues, provide visible leadership, and lead activities to ensure smooth operations. Flexibility is required to adapt to support higher priorities as needed, beyond just reacting to IT incidents.
The Role
Due to the operational needs, this role does offer hybrid working but 60% of your time must be spent within our Telford bridge operations room. You must therefore be able to commute to the Telford location.
You will be joining a team that provides round-the-clock cover and service, 24 hours per day, 7 days per week, 365 days per year.
This role attracts an Annual Attendance Allowance (AAA) payment which is a 26.11% monthly payment on top of your basic salary. This payment could vary to reflect the specific type and number of unsocial hours you are rostered to work.
You will perform your contracted hours on an annualised hours basis, working fixed shift patterns over a 4-week rostering period consisting of days, nights, weekends, and public holidays.
The total number of hours worked over the 4-week rostering period is 148 hours. This is not inclusive of breaks which are unpaid.
If the rostered shift falls on a Bank Holiday, colleagues are expected to work this.
Typically, in 2 out of the 4 weeks, there is a requirement to work 52.75 hours per week, and in the other 2 weeks, a requirement to work 21.25 hours per week. This is subject to change in accordance with business needs.
Current (typical) Shift Patterns Are As Follows:
Week 1
Monday 6:45am – 7pm
Tuesday, Friday, Saturday, Sunday 7am – 7pm
Week 2
Wednesday 6:45am – 7pm
Thursday 7am to 7pm
Week 3
Monday 6:45pm – 7am
Tuesday, Friday, Saturday, Sunday 7pm – 7am
Week 4
Wednesday 6:45pm – 7am
Thursday 7pm – 7am
Please note that allowances paid within HMRC are subject to change in accordance with respective policy changes, and the Annual Attendance Allowance is currently under review.
Person specification
We are seeking a dynamic individual with extensive experience in handling Major Incidents within a large, multi-functional organisation. You should possess a deep understanding of both business and service impacts.
A strong and effective leader, you are self-motivated, resilient, and confident in working both proactively and reactively. You are comfortable delivering reports and briefings to senior leaders.
As an excellent communicator, you can set the right tone for both business and technical audiences. You thrive in a team environment and quickly build strong working relationships across multiple locations. Additionally, you are open-minded, ready to consider the ideas of others, and can accept feedback on your work.
Responsibilities:
* Incident Management: Facilitate and direct Major Incident resolution activities.
* Effective Communication: Produce high-quality communications for business and technical audiences within tight timescales.
* Service Restoration: Challenge others to facilitate service restoration, constantly reprioritising tasks and workload.
* Customer Perspective: Understand IT issues from a customer perspective, draw logical conclusions, and make sensible suggestions while negotiating with suppliers.
* Post-Incident Reviews: Participate in post-incident reviews and any residual recovery activities.
* Critical Decision Making: Make critical decisions related to incidents/changes required out of hours.
* Partner Collaboration: Work closely with partners to provide assurance of delivery to support Key Business Events.
Essential Criteria:
We are looking for a candidate who clearly demonstrates the below:
* Influences Positively: Has a proven track record of positively influencing teams and building strong stakeholder relationships at all levels.
* Thrives in rapidly changing situations: Excels in a demanding, constantly evolving environment, meeting tight deadlines while championing the major incident process.
* Communicates Effectively: Produces excellent quality written communications tailored for a diverse range of audiences.
* Leads with Impact: Successfully leads multiple teams and individuals to achieve the best possible results in the quickest timeframe.
* Exhibits Strong Leadership: Demonstrates strong and effective leadership skills.
Desirable Criteria:
Existing knowledge of how a business service is supported by the IT.
* Service Management experience within a large organisation and meaningful experience in IT Operational Management.
* Proven dedication to IT Service Management standard methodologies, along with a track record of delivering continuous improvement in a customer centric environment.
* ITIL Foundation V3 or V4 and a fundamental understanding of the Major Incident Management function and how to apply it.
* ITIL Service Operations certification.
Security Information:
If you do not already hold it, you will be required to obtain Security Check (SC) Clearance, and this is a condition of remaining in post.
Technical skills
We'll assess you against these technical skills during the selection process:
* There will also be a Technical written task involved, with details to be shared with candidates during the interview. There is no need to prepare for this task.
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. 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.
How To Apply
As part of the application process, you will be asked to provide the following:
* A name-blind CV. In your CV give details of your job history, which should cover up to a maximum of your last 5 roles. Give a brief summary of what you delivered and any key achievements in each role (max 100 words per role). Your CV will be scored against the experience required 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 sift or 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 will be assessed, with the successful candidates being invited to interview.
Interview
During the panel interview, you will be asked Experience-based questions that let you demonstrate your experience and skills relevant to the role. We will also discuss what you can bring to the role and ask you to talk through examples of your accomplishments.
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.
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.
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.
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.
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. #J-18808-Ljbffr