Lead Platform Operations Manager - Bristol
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 it\\\'s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
Have you got experience of leading a multi-skilled Operations team in a Cloud environment?
Do you have experience in running a diverse team of Product Operations Specialists, and leading direction and strategy in a large operations team?
We are looking for a strong teammate who can effectively and sensitively handle the expectations, and meet the needs of, a range of customers with multiple and sophisticated drivers.
Within HMRC\\\'s Chief Digital & Information Group (CDIO), specifically in the Enterprise Cloud Services (ECS) team we are redefining and growing a team of outstanding people to improve its HMRC Cloud Centre of Excellence offering.
We are already a diverse team of 80+ individuals, creating a dynamic and inclusive working environment whose skills cover Architecture, Development, Service Design, Operation and Governance.
Job description
Within HMRC, we have an exciting opportunity to lead the Enterprise Cloud Services (ECS) Platform Operations team where you will shape and lead this function which will be responsible for managing all of the ECS platforms that support the public and private cloud environments and the operational aspects of the Cloud Platforms underpinning HMRC offerings and application platforms.
This will involve driving operational ITIL practices, operational activities and ensuring compliance with information assurance practices and customer commitments.
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 Lead Platform Operations Manager aligns platform services capabilities with organisational goals and drives efforts to modernise and integrate new technologies. Their role oversees risk management and compliance, leading adherence with industry standards and regulatory requirements. Their business growth and digital transformation initiatives effectively.
The role will require close collaboration with the key functions the HMRC Operations model which includes Product Development and Engineering, Service Management and Operations, Customer Groups, and other associated teams.
The role will require a customer-first mentality with strong influencing skills and ability to communicate both orally and in writing to bring about effective support for the customers of ECS services.
The primary office location for this role is Telford, other base locations are available where travel to Telford once a month is required. You will be expected to work a minimum of 60% of your working time from an office location.
Person specification
Responsibilities
* Operational Strategy & Leadership: Lead the develop and implementation of strategies for optimising platform operations. Guide teams in maintaining and enhancing infrastructure.
* Risk & Compliance Management: Oversee risk management across platform services and implement strategies to identify and mitigate potential issues proactively.
* Performance Monitoring & Improvement: Monitor performance metrics and implement data-driven strategies to improve efficiency, scalability and capacity. Drive continuous improvement initiatives that enhance operational processes, adopt new technologies and support future needs of the entire platform services.
* Modernisation & Integration: Lead the modernisation of platform infrastructure, guiding the integration of new technologies and optimising legacy systems.
* Vendor & External Service Management: Manage relationships with third-parties to deliver the infrastructure, maintenance and operational needs of the platform service. Support contract management, service-level agreements and vendor performance reviews.
You will:
* Lead the Platform Operations function in ECS which will provide all the operations governance, infrastructure management, cloud management across HMRC ECS Cloud Platforms.
* Engage with CDIO functions to ensure service delivery commitments and customer obligations are defined and then successfully delivered.
* Work closely across the Enterprise Cloud Services group to ensure the delivery of exceptional customer experience, coordinating with support teams, customer success leads and product engineering and development.
* Drive continuous improvement of the function adopting leading ITIL and cloud practices to ensure secure, resilient, responsive and customer centric service delivery. Identifying areas where automation or shift-left practices can improve efficiency and resilience.
* Co-ordinate with Service Management and Operations group to ensure operational teams comply with the delivery of services, ensuring internal OLA\\\'s and KPIs are met or exceeded.
Essential Criteria:
* Adept in setting and leading the strategic direction of diverse platform operation needs.
* Proficient in managing risk and complying with regulatory standards and industry best practices.
* Capable in driving data-driven approaches to monitor and optimise performance, scalability and cost-efficiency.
* Able to lead the modernisation of infrastructure through multiple IT management methodologies.
* Competent in managing vendor relationships.
* Experience of service delivery at scale covering Cloud Platforms and associated services.
* ITIL and professional service operations experience. Preferably from a service provider background. With experience of managing delivery.
* Track record of developing a service function, defining the vision, and leading the delivery efficiently.
* Demonstrate a driven and fearless approach to change - having the ability to design and lead a function that aligns with the priorities and goals of the wider business.
* Effective stakeholder management and ability to influence stakeholders to drive change at executive and operational levels.
* Ability to create and continuously improve processes and procedures to meet organisational needs.
Desirable Criteria:
Ideally you will also have experience and understanding of:
* Advance degree in IT or relevant experience.
* Extensive experience in Platform or Operations Management.
* Relevant certifications/ qualifications.
* Demonstratable experience in modernisation of infrastructure.
* Experience with security and compliance protocols and regulatory requirements.
* Influencing customer attitudes, decisions, and actions for mutual benefit, with excellent partner management skills.
* Delivery of Continual Service Improvements through use of Automation and customer self-service components.
Behaviours
We\\\'ll assess you against these behaviours during the selection process:
* Changing and Improving
* Leadership
* Communicating and Influencing
* Making Effective Decisions
* Managing a Quality Service
Benefits
Alongside your salary of £68,966, HM Revenue and Customs contributes £19,979 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
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 detailing your work history and skills/duties within your career, including any qualifications relevant to the role.
* A 500-word personal statement to outline how your skills and experience match the specification detailed in the job description and the essential criteria.
Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not mandatory 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.
We acknowledge that AI can assist you in your application. Find our guidelines here.
Sift
At 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, your experience will be assessed, and you will be asked behaviour-based questions on Changing and Improving, Leadership, Communicating and Influencing, Making Effective Decisions, and Managing a Quality Service to explore in detail what you are capable of.
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: - Use the subject line to insert appropriate wording for example - \\\'Please re-open my application - 398544 & vacancy closing date 14/04/2025\\\'.
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 6 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 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.
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:
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.
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.
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).