Lead Platform Operations Manager

HMRC; Telford; Hybrid; GBP 50,000 - 90,000

Job description

Job Description

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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 HMRC's Cloud Centre of Excellence offering.
We are already a diverse team of 80+ individuals, creating a dynamic and inclusive working environment whose skills cover Architecture, Development, Service Design, Operation, and Governance.

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. Their business growth and digital transformation initiatives effectively.
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 the 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, and 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.
• Co-ordinate with Service Management and Operations group to ensure operational teams comply with the delivery of services, ensuring internal OLAs 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 of 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:

• Advanced degree in IT or relevant experience.
• Extensive experience in Platform or Operations Management.
• Relevant certifications/qualifications.
• Demonstrable 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 the use of Automation and customer self-service components.

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