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HMRC - Service Operations Manager
2 months ago
Job Overview
Embark on a fulfilling career with HMRC. If you are looking for a role that offers purpose, growth, and a sense of belonging, consider the insights shared by our employees about their experiences at HMRC.
Explore our resources to learn more about your potential within our organization.
The CREST (Compliance and Risk Engineering Solutions Team) operates within the Risk and Intelligence Service Analysis, focusing on the management and enhancement of Connect, our award-winning strategic data analytics and intelligence platform. With recent expansions and a growing user base, we are seeking new team members to join us in this exciting phase of development.
Connect plays a crucial role in HMRC's ongoing compliance and enforcement initiatives, serving as the department's primary risking solution as we evolve our Strategic Risking capabilities. The successful development and utilization of Connect are vital for achieving our ambitious departmental objectives in the coming years.
These capabilities are foundational to our future compliance efforts, enabling us to generate billions in yield annually. CREST offers a versatile, multi-functional data analytics service that is integral to HMRC's professional Risk & Intelligence operations, utilizing industry-leading tools and techniques to provide valuable insights into HMRC's customer demographics for our internal sponsors.
In the coming years, we will implement a series of enhancements to Connect aimed at improving efficiency and ensuring the effective management of compliance cases across CCG. To support this transformation, we are looking for a Service Delivery Manager to oversee the services we provide to our clients during this period of transition.
Role Responsibilities
Service Management
- Collaborate with CDIO colleagues to ensure the seamless operation of Connect, responding swiftly and effectively to any issues that arise.
- Establish effective working practices with users and technical teams to ensure that issues are documented, addressed, and resolved in a timely manner.
- Engage with key stakeholders to enhance the quality of service delivered to users.
Issue Management
- Serve as the primary escalation point within CCG for issues related to Connect.
- Provide expert guidance, addressing problems professionally by gathering evidence, assessing risks, and utilizing data to inform decisions.
- Work closely with the Change Delivery Lead to communicate updates on service issues in a standardized manner to Connect stakeholders.
Team Leadership
- Lead a team of Service Desk agents, ensuring dedicated resources are available to maintain Connect services.
- Collaborate with the People Manager to ensure Service Desk agents are equipped with the necessary skills and tools to perform their roles effectively.
Additional Responsibilities
- Implement recommendations from a recent Service Desk review to enhance the live service model.
- Represent CREST in Connect governance and user groups.
- Coordinate with the IDRS service desk lead to ensure flexibility across CREST service desk offerings.
Candidate Profile
Essential Qualifications
- Proven knowledge of Service Management principles, practices, and processes.
- Experience in service delivery within a technical environment.
- Experience in implementing new and improving existing operational processes and functions.
- Demonstrated ability to develop processes that meet user needs in a dynamic delivery environment.
- Capacity to provide high-quality service to stakeholders.
- Ability to inspire and lead teams towards shared objectives.
- Experience in conflict resolution and issue management.
- SC level security clearance or willingness to undergo vetting.
Desirable Qualifications
- Experience managing services during significant periods of change.
This position requires a minimum UK residency period as determined by the level of security vetting, which for SC is 5 years prior to your vetting application.
Behaviors
We will evaluate you against the following behaviors during the selection process:
- Managing a Quality Service
- Changing and Improving
- Making Effective Decisions
Technical Skills
We will assess you against the following technical skills during the selection process:
- A 5-minute presentation on a subject to be confirmed if selected for interview.
Benefits
In addition to a salary of £46,977, HM Revenue and Customs contributes £12,683 towards your membership in the Civil Service Defined Benefit Pension scheme.
HMRC offers both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from individuals seeking flexible arrangements, and we will consider requests where possible, in line with our operational and customer service needs.
We provide a generous leave allowance, starting at 25 days and increasing by one day for each year of qualifying service, up to a maximum of 30 days.
- Pension contributions of at least 27% of salary to our colleagues' Alpha pension.
- Family-friendly policies.
- Personal support.
- Coaching and development opportunities.
To learn more about HMRC and discover what it’s like to work here, please explore our resources.
