Head of Service Management & Operations

  • Job Reference: 209468
  • Date Posted: 13 May 2022
  • Recruiter: HM Revenue and Customs
  • Location: London
  • Salary: £71,000 to £100,000
  • Sector: Government, Business Management, Technology and IT
  • Job Type: Full Time Flex, Part Time Flex, Super Flex
  • Duration: Happy to talk flexible working
  • Work Hours: Full Time

Job Description

This is an exciting time for IT in HM Revenue & Customs, as we continue to implement our bold plans to transform our IT and Digital Services. HMRC is becoming one of the most digital organisations in the UK and the plan is to be much bolder: by 2020 we will be one of the most digitally-advanced tax authorities in the world.

We’re creating a dynamic, agile technology organisation that works on two levels: we want the most amazing experience for customers and citizens, both internal and external; and we are building careers that are rewarding and enjoyable for all of us.

We will invest a lot of effort in your learning, development and career path. We have a massive challenge: we need to bring in more tax, reduce costs and improve the experience for customers. To do this, we’re using smart data analysis and innovative IT systems to ensure that customers get their tax affairs right from the outset - and we’re radically improving the technology we use to do our work.

As part of the EPS Run Senior Leadership Team, the Head of Service Management & Operations is a senior position within CDIO and the key responsibilities are to lead the Service Management and Service Operations Division to underpin the delivery of great technology and digital services for HMRC and its customers.

Job description

The Chief Digital and Information Officer group (CDIO) is HMRC’s IT function and has a complex combination of employees of two entities (both civil servants and a government company), contractors and third party suppliers.

With 4,000 people, CDIO Group are a key part of HMRC. As one of the most digital organisations in the UK we are leading the biggest digital transformation in Europe. To support this, we are also transforming how we are structured to become increasingly customer centric.

This significant organisational transition involves changes to our operating model to drive an increased focus on our customers and develop new capabilities. Our task is to continue to deliver high-quality services and technology as they drive this transformation, while providing an outstanding service to our internal and external customers and ensuring a great experience for everyone who interacts with HMRC.


The post holder will be responsible for managing a team of 61 FTE which is a blended team of civil servants and contractor/supplier resource.

The post holder will have direct line management responsibility for 3 Grade 6’s within the Core Business delivery group with a number of SCRUM development teams and live services support team allocated.

The main location for this delivery group will be in Telford and Newcastle and will see the migration of existing CDIO staff into the delivery group.

Key Interactions

- CDIO Director general

- Director of Development Testing and operations

- CDIO Senior leadership team and Directors

- Programme Directors

- Senior IT supplier leads (external and internal)

- Senior HMRC Business Leads and SROs · OGDs

Key Responsibilities:

- Accountable for leading and coordinating CDIO technology Service Management and Operations Management; to enable the Customer Groups and Major Programmes to deliver their Business Technology Services.

- Accountable for driving the Service Management Integration Project to deliver adoption of ITIL 4 practices in line with industry best practices. Utilising specialist consultancy resources to transform from process to practices and drive standardisation right through the technical delivery teams across CDIO that SM&O govern and assure.

- Accountable for establishing holistic CDIO service management guidelines, standards, and internal / external service integration processes, ensuring compliance. Actively facilitating the sharing of best practices and learning in the area of service and operations management across HMRC.

- Accountable for the CDIO Service Design Authority with the responsibility for assuring that all CDIO solutions and business services can be operated, supported and maintained to meet the required customer and business outcomes.

- Accountable for provision of a highly effective CDIO operations centre (CE-OCC) that is responsible for monitoring all CDIO services including services provided by 3rd parties, and operating 24x7 batch.

- Accountable for ensuring holistic Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are designed, agreed, managed and reviewed and the associated Service Catalogues, are developed and agreed with business and CDIO stakeholders.

- Accountable for running Key Business Events throughout the year.

- Empowering the team to deliver.

- Accountable for ensuring a Continuous Improvement and Assurance process life Cycle is established to drive the improvements in Service Delivery Quality and Resilience.

- Accountable for the provision, operations and development of an effective ITIL based service management Platform to be utilized within CDIO.

- Accountable for managing the people and processes required for the monitoring, measurement, maintenance, reporting and continuous improvement of integrated technology services; ensuring high levels of performance in these processes.

- Providing technical and business impact consultation on Service Management & Operations Management infrastructure and capability, acting as a lead on major incidents managing through to resolution.

- Ensuring HMRC’s Service Management & Operations Management infrastructure is fit for purpose to support business operations during peak times and providing a stable platform for HMRC cloud-based services and mobile working capability.

Diverse perspectives and experiences are critical to our success and we welcome applications from people from all backgrounds with the experience and skills needed to perform this role.

Person Specification

Essential Criteria:

- Demonstrable experience of managing a high volume IT service operations function

- Demonstrable and practical experience at a senior level, of delivering transformational change to business processes and systems, to deliver cost savings and service improvements for customers

- Ability to manage senior stakeholders, both internally and externally, confidence in dealing with, and influencing senior officials and ministers, providing clear and non technical advice on complex issues

- Ability to work under pressure and to respond quickly to changing circumstances and tight timetables

- Ability to develop excellent relationships with a wide range of senior stakeholders and technical experts

- Demonstrable experience of commercial supplier management

- Demonstrable experience of managing, developing and delivering Agile sprint based activities

- Excellent commercial and financial management skills

- ITIL4 Managing Professional service management accreditation is preferred, or a willingness to work towards this
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. Your contribution comes out of your salary before any tax is taken and 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. See overleaf for further information.

- 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 complete an online application by submitting the following:

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 criteria in the person specification.

By not submitting a CV and a Statement of Suitability will mean we only have limited information to assess your application against the person specification. Please ensure both documents contain your full name.

If you encounter any issues with your application or don’t receive an acknowledgement within 48 hours, please contact nigel.dominey@hmrc.gov.uk

Guaranteed Interview Schemes

Candidates applying under the Disability Confidence Scheme are guaranteed an interview if they meet the minimum criteria outlined in the person specification.

This scheme works in conjunction with the 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 scheme works in the same way.


An application pre-sift will be conducted by the SCS Recruitment Team followed by an in-depth review by the Vacancy Holder and Panel.

The panel will assess and select applicants who demonstrate the best fit with the role by considering the evidence provided against the criteria set out in the Person Specification. Failure to address any or all of these may affect your application.


If shortlisted for interview, you will be asked to take part in a Staff Engagement Exercise and an Individual Leadership Assessment. 

These exercises don’t result in a pass or fail decision, rather, they are 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).

The shortlist decision is expected to be made w/c 13th June 2022. All candidates will be notified of the outcome shortly afterwards.

All shortlisted candidates will be offered an opportunity to have an informal conversation with the vacancy holder Saghir Akbar. 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.

Use of Assessment Data

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 nigel.dominey@hmrc.gov.uk


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 expected to take place w/c 4th July 2022 and will be held virtually via Microsoft Teams
(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.
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.