Head of Command and Control

6 months ago

Telford, United Kingdom HM Revenue and Customs Full time

**Details**:
**Reference number**:

- 309831**Salary**:

- £64,693 - £72,924- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Grade 6**Contract type**:

- Permanent**Business area**:

- HMRC - CDIO - Service Management & Operations - CDIO - Service Central & Technical Services**Type of role**:

- Digital
- Information Technology**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Benton Park View, Newcastle-Upon-Tyne NE98 1ZZ & Plaza 2, Telford TF3 4NTAbout the job

**Job summary**:
HMRC is building a modern, digital tax administration and runs one of the largest digital operations in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other Government organisations.

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.

**The Team**

Our role sits within HMRC’s Chief Digital & Information Office (CDIO) who set the technology direction for HMRC and deliver the high-level design for all IT solutions. CDIO is responsible for building and running HMRC IT services along with providing IT change and operational support.

You will join Service Central & Technical Services (SC&TS), part of Enterprise Platform Services Run within CDIO, a new Run Group created to build on and exploit the ServiceNow platform capability and manage multiple business critical technical services.

Now is an exciting time to join us as we optimise user experience and build capability across our organisation. We deliver reliable, secure, and supportable solutions to around 76,000 of our colleagues across HMRC and play a critical part in ensuring that HMRC is both efficient and effective.

Service Central & Technical Services (SC&TS) are accountable for the support, management and development of platforms, tools and infrastructure including ServiceNow, Snow. AWS/Azure and other technical services. Our focus is on ensuring a consistent and excellent Customer Experience.

We are working closely with the other platform groups and partners to bring those IT Systems and Services together.

We collaborate with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who have hands-on experience of driving through both technical and business changes.

**Job description**:
As the Head of Command and Control, you will proactively monitor live services and performance trends to identify potential problems or areas for improvement that can then be investigated and applied.

You will be responsible for owning and realising the SC&TS strategic roadmap, integration and building the capability of the SC&TS team, making sure all tools are fit for purpose and meeting business requirements.

You will govern and assure all aspects of Service & Operations including service support, service transition, service resilience, service monitoring, infrastructure, capacity & availability management, licence management, people capability and supplier management of services within the SC&TS Run Group.

We are looking for someone with excellent service and people leadership skills and business partnering, to lead on the development, management of the delivery and operation of live services.

You will be an active leader and senior sponsor of Making SC&TS a Great Place to Work.

Line management is involved, and the appointee is expected to exhibit strong leadership and influencing of staff.

Responsibilities include:

- Lead, manage and motivate a diverse team to achieve SC&TS objectives and deliver excellent service for end users.
- Provide strategic thought leadership, directing the team on tool usage and methods to realise the departments vision.
- Ensure implementation of standards and procedures, identifying and addressing capability issues, and implementing necessary changes.
- Analyse and improve all aspects of the live service, optimising service availability in a cost-effective manner.
- Take the lead on capability, functionality and sustainability initiatives.
- Drive process improvement and ensure service continuity, exploring and managing change effectively.
- Collaborate with the leadership team and wider technology profession to build a successful team and influence stakeholders positively.
- Manage risk effectively.
- Oversee the quality of the externally facing reporting products and services.
- Manage relationships with other Government departments for live services.

**Person specification**:
**Essential Criteria**

You will need to demonstrate practical knowledge and experience in the following:

- Proven experience of IT service management and/or operations gained in an operational role.
- Proven ability t

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