Lead Platform Operations Manager

HM Revenue & Customs; Newcastle upon Tyne; Hybrid; GBP 69,000; Full time

Job description

Job Summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Location: Bristol, Newcastle Upon Tyne, Telford

Have you got experience of leading a multi-skilled Operations team in a Cloud environment? Do you have experience in running a diverse team of Product Operations Specialists, and leading direction and strategy in a large operations team?

We are looking for a strong teammate who can effectively and sensitively handle the expectations, and meet the needs of, a range of customers with multiple and sophisticated drivers.

Within HMRC’s Chief Digital & Information Group (CDIO), specifically in the Enterprise Cloud Services (ECS) team, we are redefining and growing a team of outstanding people to improve its HMRC Cloud Centre of Excellence offering.

Job Description
Within HMRC, we have an exciting opportunity to lead the Enterprise Cloud Services (ECS) Platform Operations team where you will shape and lead this function which will be responsible for managing all of the ECS platforms that support the public and private cloud environments and the operational aspects of the Cloud Platforms underpinning HMRC offerings and application platforms.

This will involve driving operational ITIL practices, operational activities and ensuring compliance with information assurance practices and customer commitments.

The Lead Platform Operations Manager oversees the operational management, infrastructure, and strategic technical requirements of a platform service. This role sets the direction for platform operations, guiding teams in optimising maintenance processes, and implementing infrastructure improvements.

The Lead Platform Operations Manager aligns platform services capabilities with organisational goals and drives efforts to modernise and integrate new technologies. Their role oversees risk management and compliance, leading adherence with industry standards and regulatory requirements.

The role will require close collaboration with the key functions of the HMRC Operations model which includes Product Development and Engineering, Service Management and Operations, Customer Groups, and other associated teams.

The role will require a customer-first mentality with strong influencing skills and ability to communicate both orally and in writing to bring about effective support for the customers of ECS services.

The primary office location for this role is Telford, other base locations are available where travel to Telford once a month is required. You will be expected to work a minimum of 60% of your working time from an office location.

Responsibilities

• Operational Strategy & Leadership: Lead the development and implementation of strategies for optimising platform operations. Guide teams in maintaining and enhancing infrastructure.
• Risk & Compliance Management: Oversee risk management across platform services and implement strategies to identify and mitigate potential issues proactively.
• Performance Monitoring & Improvement: Monitor performance metrics and implement data-driven strategies to improve efficiency, scalability and capacity. Drive continuous improvement initiatives that enhance operational processes, adopt new technologies and support future needs of the entire platform services.
• Modernisation & Integration: Lead the modernisation of platform infrastructure, guiding the integration of new technologies and optimising legacy systems.
• Vendor & External Service Management: Manage relationships with third-parties to deliver the infrastructure, maintenance and operational needs of the platform service. Support contract management, service-level agreements and vendor performance reviews.

You Will

• Lead the Platform Operations function in ECS which will provide all the operations governance, infrastructure management, cloud management across HMRC ECS Cloud Platforms.
• Engage with CDIO functions to ensure service delivery commitments and customer obligations are defined and then successfully delivered.
• Work closely across the Enterprise Cloud Services group to ensure the delivery of exceptional customer experience, coordinating with support teams, customer success leads and product engineering and development.
• Drive continuous improvement of the function adopting leading ITIL and cloud practices to ensure secure, resilient, responsive and customer-centric service delivery. Identifying areas where automation or shift-left practices can improve efficiency and resilience.
• Coordinate with Service Management and Operations group to ensure operational teams comply with the delivery of services, ensuring internal OLA’s and KPIs are met or exceeded.

Essential Criteria

• Adept in setting and leading the strategic direction of diverse platform operation needs.
• Proficient in managing risk and complying with regulatory standards and industry best practices.
• Capable in driving data-driven approaches to monitor and optimise performance, scalability and cost-efficiency.
• Able to lead the modernisation of infrastructure through multiple IT management methodologies.
• Competent in managing vendor relationships.
• Experience of service delivery at scale covering Cloud Platforms and associated services.
• ITIL and professional service operations experience. Preferably from a service provider background. With experience of managing delivery.
• Track record of developing a service function, defining the vision, and leading the delivery efficiently.
• Demonstrate a driven and fearless approach to change – having the ability to design and lead a function that aligns with the priorities and goals of the wider business.
• Effective stakeholder management and ability to influence stakeholders to drive change at executive and operational levels.
• Ability to create and continuously improve processes and procedures to meet organisational needs.

Desirable Criteria
Ideally you will also have experience and understanding of:

• Advance degree in IT or relevant experience.
• Extensive experience in Platform or Operations Management.
• Relevant certifications/qualifications.
• Demonstratable experience in modernisation of infrastructure.
• Experience with security and compliance protocols and regulatory requirements.
• Influencing customer attitudes, decisions, and actions for mutual benefit, with excellent partner management skills.
• Delivery of Continual Service Improvements through use of Automation and customer self-service components.

Behaviours
We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Leadership
• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service

Alongside your salary of £68,966, HM Revenue and Customs contributes £19,979 towards you being a member of the Civil Service Defined Benefit Pension scheme.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

How To Apply
As part of the application process, you will be asked to provide the following:

• A name-blind CV detailing your work history and skills/duties within your career, including any qualifications relevant to the role.
• A 500-word personal statement to outline how your skills and experience match the specification detailed in the job description and the essential criteria.

Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not mandatory for the role but may be considered by the vacancy holder where candidates have the same score at interview.

Further details around what this will entail are listed on the application form.