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HMRC - Service Operations Manager
2 months ago
Job Overview
Embark on a fulfilling career with HMRC, where your contributions matter. Our employees share their experiences about the inclusive and growth-oriented environment we foster.
CREST (Compliance and Risk Engineering Solutions Team) operates within the Risk and Intelligence Service Analysis, overseeing the management and enhancement of Connect, our award-winning strategic data analytics and intelligence platform. With a recent surge in user engagement, we are poised for further advancements and are eager to welcome new team members.
Connect plays a vital role in HMRC's ongoing compliance and enforcement initiatives, serving as our primary risking solution as we evolve our Strategic Risking capabilities. The successful development and utilization of Connect are essential for achieving our ambitious departmental objectives in the coming years.
This platform underpins future compliance efforts, enabling significant annual revenue generation. CREST offers a versatile, multi-functional data analytics service, integral to HMRC's professional Risk & Intelligence framework. We employ industry-leading data analysis tools and methodologies to provide valuable insights into HMRC's customer demographics for internal stakeholders.
As we embark on a series of enhancements to Connect, we are seeking a Service Delivery Manager to oversee our customer service operations during this transformative phase.
Key Responsibilities
Live Service Management
- Collaborate with CDIO colleagues to ensure seamless operation of Connect, addressing issues promptly and effectively.
- Establish collaborative practices with users and technical teams to ensure issues are documented, managed, and resolved efficiently.
- Engage with key stakeholders to enhance the service experience for users.
Issue Management
- Serve as the primary escalation point within CCG for Connect-related concerns.
- Utilize subject matter expertise to resolve issues professionally, leveraging data and evidence to inform decisions.
- Coordinate with the Change Delivery Lead to provide standardized updates on service-related matters to Connect stakeholders.
Team Leadership
- Lead a team of Service Desk agents, ensuring dedicated resources are available to maintain Connect services.
- Work closely with the People Manager to facilitate the development of Service Desk agents' skills and provide necessary tools for effective performance.
Additional Responsibilities
- Implement recommendations from a recent Service Desk review to enhance the live service model.
- Represent CREST in Connect governance and user forums.
- Collaborate with the IDRS service desk lead to ensure flexibility across CREST service offerings.
Candidate Profile
Essential Qualifications
- Proven knowledge of Service Management principles and practices.
- Experience in service delivery within a technical context.
- Track record of implementing new operational processes and enhancing existing functions.
- Ability to develop user-centric processes in a dynamic delivery environment.
- Commitment to providing high-quality service to stakeholders.
- Proven leadership skills to motivate teams towards shared objectives.
- Experience in conflict resolution and issue management.
- SC level security clearance or willingness to undergo vetting.
Desirable Experience
- Experience managing services during significant organizational changes.
Behaviors
During the selection process, candidates will be assessed on the following behaviors:
- Managing a Quality Service
- Changing and Improving
- Making Effective Decisions
Technical Skills
Candidates will be evaluated on technical skills through a presentation during the interview process.
Benefits
In addition to a competitive salary, HM Revenue and Customs contributes significantly to your Civil Service Defined Benefit Pension scheme membership. We support flexible and hybrid working arrangements to help you balance your professional and personal life. Our generous leave policy starts at 25 days, increasing with years of service, up to a maximum of 30 days.
- Pension contributions of at least 27% of salary.
- Family-friendly policies.
- Personal support and development opportunities.
- Coaching and professional growth.
To learn more about HMRC and our work culture, please explore our resources.
