Deputy Director, Shared Services Operations

  • Job Reference: 209134
  • Date Posted: 13 May 2022
  • Recruiter: HM Revenue and Customs
  • Location: Nottingham
  • Salary: £71,000
  • Sector: Accounting, Banking & Financial Services, Government, Data and Analytics, Procurement
  • Job Type: Full Time Flex, Part Time Flex, Super Flex
  • Duration: Happy to talk flexible working
  • Work Hours: Full Time

Job Description

HMRC is continuing to undergo one of the most significant organisational transformations in Europe. Our vision is to become a world class organisation and the combination of strong delivery and transformational change is moving us closer to that goal. We are further on than many of us could have imagined. We are striving to become a smaller, digital customer centric and more professional organisation, based in fewer locations, while serving 50 million individual customers and more than five million businesses.

HMRC is committed to ensuring continued funding of public services by maintaining sustained voluntary compliance by customers and tackling non-compliance. We need to rapidly transform how, where and when we work: using data to improve compliance, shifting from traditional telephone and post services to digital online services that our customers want to use, available 24 hours a day, seven days a week and consolidating into 13 modern Regional Centres and four Specialist Sites, with people provided with the IT and skills they need as HMRC becomes one of the most digitally-advanced tax administrations in the world.

Job description

We support the running of HMRC and our people. We allow HMRC to work more effectively and securely by providing professional Commercial, Estates, Strategic Finance, Government Banking, Cash Management, Internal Audit and central assurance and investment services. Right across HMRC we provide the platforms to bring in the money, deliver benefits, pay our suppliers and all the while making sure the figures add up. We have a strong and significant role in building the future HMRC and the everyday running of HMRC; setting direction, ensuring that we are moving forward together, learning what works well and implementing changes.

We also provide the Government Banking Service (GBS) which holds public sector balances and supports HM Treasury’s cash management activities, helping to minimise the overall cost of government borrowing. GBS has oversight of ~£2 trillion transactions per annum, is responsible for managing on average £95 billion of overnight balances held within the Exchequer and supports over 700 Central Government Departments and Arm’s Length Bodies to make sure they can receive and make payments in a timely and secure way with an average daily BACS spend of £4.5bn.

The HMRC-led shared service centre is underpinned by a fully integrated programme team which is resourced from across the three departments in the ‘cluster’: HMRC, DfT and DLUHC. The programme was established in early 2021 to develop the Outline Business Case (OBC) for the cluster. That OBC was successfully approved and provided the approval to continue to develop the Full Business Case (FBC) for a fully-converged shared service by the end of 2026. The programme team is in the process of concluding the work on the FBC which sets out the detailed design for the converged technology, processes, data and organisational structure. It will be this FBC that sets out the blueprint for the implementation work through to 2026.


The Deputy Director, Shared Services Operations will lead the day-to-day operations of HMRC Shared Services and, following implementation of the Strategy, the broader HMRC-led Cluster. The role will be responsible for delivering a highly effective, efficient, and compliant service that meets the needs of the business. Delivering Shared Services for Finance, HR and procurement services, the successful applicant will lead, manage, motivate and develop the team of c600 based over four key sites in Glasgow, Newcastle, Liverpool and Worthing.

This is an exciting time to join the team as we ready ourselves to lead the cluster, with a focus on efficiency, quality of service and a great customer experience for our colleagues.

Role Purpose:
• Develop and maintain the vision, strategy, objectives and operating model
• Act as the expert and functional owner of the inscope processes, ensuring they remain efficient and effective
• Ensure the team deliver the services on time (to SLAs), on budget and to the right quality levels
• Be continually looking for ways to align service to the culture and improve the employee experience, enhancing productivity and engagement
• A leader who connects with external sources of good practice and proactively contributes to business transformation, driving the service to deliver strategic objectives and value
• Acts as a role model and influencer for service innovation.
• Work closely with the business to drive adoption and compliance
• Act as the senior customer for the roll out of ServiceNow (initially HR) across HMRC and the Digital Roadmap that aligns to our Service Delivery Model
• Ensure the development of a customer service and performance culture

Person Specification

Essential Criteria:
• An experienced HR Shared Services Operations Leader, with recent experience of providing inspiring leadership to a large, geographically dispersed team.
• Strategic thinker with the ability to engage effectively with technical experts to deliver across multiple specialisms.
• Business acumen and strong judgement that spans complex HR services, through to strategic insight on services to the employee lifecycle.
• A confident leader, able to manage a wide range of senior stakeholders across government and with strategic partners.
• Good understanding of technologies, systems and best practices in the Shared Services space.
• Able to create and gain approval of business cases. Diplomatically and credibly challenging objections to change in order to move the organisation forward.
• Able to innovate within the constraints of the technical and financial environment, suggesting solutions which are cost effective, financially viable, creative and provide
the most impact.
• Used to working alongside and influencing people from diverse backgrounds
• Good project manager with a track record of delivering projects on time, to budget and the right quality levels.
• Critical thinker, who takes an analytical approach to business challenges.

Desirable Criteria:
• Chartered Fellow CIPD.

Please note we have a Disability Confident Scheme guaranteeing candidates with disabilities who meet the minimum specification an interview, along with Great Place to Work for Veterans for former members of the armed services and the Redeployment Interview Scheme for existing Civil Servants at risk of redundancy. Each work in the same way
Whatever your role, we take your career and development seriously, and want to enable you to build a successful career with the department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits. This includes:

• 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years’ service. This is in addition to your public holidays.
• This will be complemented by one further day paid privilege entitlement to mark the Queen’s Birthday.
• Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle.
• A competitive contributory pension scheme that you can enter as soon as you join where we will make a significant contribution to the cost of your pension; where your contributions come out of your salary before any tax is taken; and where your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.
• Flexible working patterns and access to Flexible Working Schemes allowing you to vary your working day as long as you work your total hours.
• Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers.
• The use of onsite facilities (where applicable).
• Occupational sick pay.


Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check.

See our vetting charter.
People working with government assets must complete basic personnel security standard checks.

Selection process details

To apply for this post, you will need to submit the following documentation through the following link http://www.gatenbysanderson/job/GSe86710 by no later than 23:55 on Monday 13 June 2022.

• A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.
• A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with reference to the essential criteria in the person specification.
• A completed online Diversity Monitoring Form. All monitoring data will be treated in the strictest confidence; this will not be provided to the selection panel and will not affect your application in any way. If you do not wish to provide a declaration on any of the particular characteristics, you will have the option to select 'prefer not to say'. The information you provide when submitting your application will help us monitor our progress towards the Civil Service becoming an inclusive employer.
• Also, and only if applying under one of these schemes
• Indication through the online system that you are applying under the Disability Confident Scheme for disabled people.
• A completed form indicating that you are applying under the Great Place to Work for Veterans scheme.
• An indication in your application that you are applying under the Redeployment Interview scheme.

Failure to submit a CV and a Statement of Suitability will mean we only have limited information on which to assess your application against the criteria in the person specification. Please ensure both documents contain your full name. Should you encounter any issues with your application please contact If you do not receive an acknowledgement of your application within 48 hours, please contact us.

Longlist and Shortlist
You will receive an acknowledgment of your application from GatenbySanderson. The panel will then assess all applications to select those demonstrating the best fit to the role by considering the evidence you have provided against the criteria set out in the Person Specification section. Failure to address any or all of these may affect your application. Candidates selected for longlisting will be invited for a preliminary discussion with GatenbySanderson to further explore their skills and experience.

Following the completion of all the preliminary interviews, the panel will meet again to further assess candidates on the longlist, utilising the additional insight provided by GatenbySanderson and will agree a shortlist for interview.

The timeline in the candidate pack attached indicates the date by which longlisting and shortlisting decisions are expected to be made, and all longlisted and shortlisted candidates will be advised of the outcome as soon as possible thereafter.

As part of the recruitment process, we may share your data and assessment results internally with our SCS Talent team. This will provide insight into how to support your development and wider talent management, should you be successful in your application. If you do not want your data to be shared please email

All shortlisted candidates may be offered an opportunity to have an informal conversation with a member of the panel. This is not an assessment phase but is an opportunity for each candidate to gain greater insight into the context of the role. This is optional, but highly recommended.

If shortlisted for interview, you will be asked to take part in an Individual Leadership Assessment (ILA). This exercise doesn’t result in a pass or fail decision. Rather, it is designed to support the panel’s decision making and highlight areas for further exploration at interview. Full details of the assessment process will be made available to candidates should you be shortlisted for interview. We will send you a copy of any report for any assessment that you may have undergone as part of the recruitment process (where applicable).

You will be asked to attend an interview for a more in-depth discussion of your previous experience and
professional competence. We will also ask you to prepare a 5-minute verbal presentation. Details will be issued in advance of your interview. Interviews are being conducted via video (full instructions will be issued prior to interview). Regardless of the outcome, we will notify all candidates as soon as possible once all interviews have concluded.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.
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.