Lead Platform Operations Manager - BristolAbout the jobJob summaryDiscover 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.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 descriptionYou 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 specificationSpecific 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.QualificationsAt least ITIL 4 Foundation qualification.BehavioursWe\\\'ll assess you against these behaviours during the selection process: Communicating and Influencing Making Effective Decisions BenefitsAlongside 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 ServiceThings you need to knowSelection process detailsThis vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.How to ApplyAs part of the application process, you will be asked to provide the following:• A name-blind CV including your job history and previous experiences. Your CV will be scored against the experience required outlined in the advert. Please provide your key responsibilities and achievements over the last few roles.• A 750-word Personal Statement. Your Personal Statement should include how you are matched to the role using the essential criteria and you should also provide evidence for the 2 behaviours Communicating and Influencing and Making Effective Decisions (250 words per behaviour).• 2 x Separate Behaviour Statements for Communicating and Influencing and Making Effective Decisions.Please complete a separate statement 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.SiftAt sift, your CV, Personal Statement and all behaviour statements 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.InterviewDuring the panel interview, your experience will be assessed, and you will be asked behaviour-based questions to explore in detail what you are capable of. Interviews will take place virtually. Sift and interview dates to be confirmed.EligibilityPlease 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: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - \\\'Please re-open my application - 392703 & vacancy closing date 10/03/2025.To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.Reserve ListA 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.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 CheckApplications 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 AdjustmentsWe 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. 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 homeworkersThis 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 ConditionsCustomer 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.SecuritySuccessful 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 requirementsThis 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 ServiceThe 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 InclusionThe 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).