Contents Location About the job Benefits Things you need to know Apply and further information Location Bristol, Edinburgh, Manchester, Newcastle Upon Tyne, Telford, Worthing About the job 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 its really like to work at HMRC. Visit our YouTube channel to watch the full series and come and discover your potential. Do you thrive in a collaborative environment and are great at building and maintaining positive relationships? 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. Role description The Platforms profession is made up of professionals, paramount to our digital services. Our vision for the future is to attract people to work and progress in a fast paced, exciting environment whilst ensuring consistency in your training and upskilling. We are working to have clear career pathways and succession planning, to enable people to see our area as a long-term career with prospects and development opportunities for all roles. We encourage people to interact and fully understand their role and responsibilities in your own area and wider areas to encourage development and knowledge sharing. Our role sits within HMRCs Chief Digital & Information Office (CDIO) Group that deliver solutions for a broad range of technical and operational issues. Enterprise Live Service (ELS) are accountable for the end-to-end service for HMRCs IT Systems & Services and our focus is on ensuring consistent, excellent Customer Experience. We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who already have real hands-on experience of driving through both technical and business changes. This role is within the Service Central and Technical Services (SC&TS) function. SC&TS are accountable for the support, management and development of platforms, tools and infrastructure including ServiceNow. Our focus is on ensuring a consistent and excellent Customer Experience. Job description The Operational Excellence Manager is responsible for maximising the value delivered by a platform service. In this role you will drive capability development, and successful outcomes for the consumers of their platform services. You will lead initiatives that optimise the platforms ability to meet the business needs and the business to grow in its digital literacy when accessing or requiring services from different environments. You will run cross-disciplinary teams that support continuous improvement efforts. The Operational Excellence Manager directs organisational change management, customer relationship management underpinned by robust governance and knowledge management. Person specification You will: Assist the Lead Operational Excellence Manager and Platform Owners in developing and implementing strategic plans, ensuring they align with the broader organisational vision and technical roadmaps. Assist in identifying areas for operational improvement, as well as helping to develop and execute process improvement initiatives across teams. Aid in developing and maintaining governance processes, ensuring that these processes are understood by all stakeholders, performance metrics are monitored, and reporting is effectively communicated to leadership. Work to ensure strong customer relationship management, assisting in resolving escalations and identifying opportunities for business improvements across various departments. Support the framework for organisational change by assisting in the coordination and delivery of change initiatives, ensuring they are structured and aligned with the broader organizational goals. Assist the Lead Operational Excellence Manager in coaching and mentoring team members, ensuring continuous skill development and supporting the professional growth of the Operational Excellence team. Foster collaboration with internal and external stakeholders, including other government departments and industry experts, to drive continuous improvement and share best practices. Help ensure resource allocation is aligned with priorities, supporting efficient execution of operational plans while monitoring progress against key performance indicators (KPIs). Essential Criteria: Proven experience of IT Service Management tools and/or operations gained in an operational role. Proven ability to provide strong leadership in respect of continuous improvement for end users and internal teams. Proficient in managing customer relationships and feeding back to the technology owners to deliver value and meet the user needs. Adept in leading cross-functional teams and driving collaboration. Desirable Criteria: ITIL V4 Foundation Previous working knowledge of Enterprise Service Management Platforms Behaviours We'll assess you against these behaviours during the selection process: Seeing the Big Picture Changing and Improving Delivering at Pace Benefits Alongside your salary of £56,344, HM Revenue and Customs contributes £16,322 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 its 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 including your job history, qualifications and previous experiences. A 500-word personal statement. Within your Personal Statement you should evidence how meet the requirements and essential criteria for the role. Separate 250-word behaviour statements on Seeing the Big Picture, Changing and Improving and Delivering at Pace. 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. For the first stage of the application, you will be asked to submit your CV. The CV will consist of 3 elements: Job History, Qualifications and Previous skills and experience. In the Job History section, provide details of your current and previous roles including a description of your duties. Tailor this to the Job description and Essential Criteria in the advert. In the Qualification section include any relevant qualifications you have. In the Skills and Experience section, you will have the opportunity to share any further information you wish to explain how you meet the essential criteria and why you are suitable for the role. For each behaviour statement you should provide an example of how you have demonstrated each behaviour aligned to the job description and the essential criteria. 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 Applications will be sifted based on the CV submitted against the job description, essential criteria, personal statement, and the behaviour statements provided. 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 assessed on your skills, knowledge, experience, and the essential criteria required. You will also be asked Behaviour-based questions to explore in detail what you are capable of. We will also discuss what you can bring to the role and ask you to talk through examples of your accomplishments. We aim to sift applications within two weeks of the closing date, and interview shortly after. Interviews will take place via video link on Microsoft Teams. 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: unitybusinessservicesrecruitmentresultshmrc.gov.uk Use the subject line to insert appropriate wording for example Please re-open my application 390059 & vacancy closing date 03/03/2025. 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 12 months from which further appointments may be made for the same or similar roles if this applies to you, well 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 unitybusinessservicesrecruitmentresultshmrc.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 youre 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: 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. 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 applicants 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 : Kathryn Willows Email : kathryn.willowshmrc.gov.uk Telephone : 07929382305 Recruitment team Email : unitybusinessservicesrecruitmentresultshmrc.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commissions 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 ubsrecruitmentcomplaintshmrc.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) Share this page Print Email Gmail Facebook LinkedIn