HM Revenue & Customs
Head of Delivery
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Head of Delivery – 3-month contract – Competitive rate Inside IR35
Job Summary:
Lead effective delivery across the ECRM team-of-teams model where the intended outcomes are clear but the route will evolve through evidence and delivery. Translate strategic outcomes into clear priorities, create the conditions for autonomous multidisciplinary teams to deliver value iteratively, and resolve dependencies and organisational barriers that impede progress. The role complements the ECRM Programme Director. The Agile Delivery Director is accountable for flow, priorities, dependencies, delivery capability and iterative value realisation. The Programme Director retains accountability for the overall programme mandate, formal governance, investment and programme commitments.
Responsibilities:
Outcome-focused delivery leadership
- Lead delivery across the ECRM team-of-teams model against agreed and prioritised outcomes.
- Translate strategic intent into clear priorities, iterative delivery and measurable increments of value.
- Create focus across teams, including stopping, pivoting or reprioritising activity when evidence changes.
- Surface dependencies and trade-offs early and secure resolution at the right level.
- Provide evidence-based advice on delivery confidence, capacity, sequencing, risk and investment choices.
- Connect product and platform delivery to the operational, policy and service changes needed to realise value.
- Use customer, operational, technical and benefits evidence to inform priorities and demonstrate value.
- Contribute ECRM evidence and learning to TLG and the wider Accelerator community.
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Team-of-teams leadership
- Establish and evolve a sustainable ECRM team-of-teams operating model.
- Create the conditions for autonomous, self-managing multidisciplinary teams while maintaining alignment around shared outcomes.
- Establish shared delivery rhythms, prioritised backlogs and mechanisms for resolving cross-team dependencies and learning from delivery.
- Promote shared accountability and collective ownership of outcomes.
Delivery confidence and assurance
- Ensure risks, issues, dependencies and delivery confidence are visible and addressed early.
- Work with the Programme Director, embedded specialists and control owners so governance and assurance support the pace and context of delivery.
- Promote embedded assurance and compliance by design, reducing late-stage review and rework where evidence supports this.
- Constructively challenge disproportionate, duplicative or ineffective governance while operating within HMRC's control environment.
- Escalate genuine enterprise decisions through appropriate corporate routes.
Capability and stakeholder leadership
- Build strong delivery leadership and practice across ECRM.
- Coach senior delivery leaders and teams in flow, prioritisation, dependency management and evidence-based decisions.
- Use Agile, Lean, product and programme disciplines pragmatically according to context.
- Build sustainable HMRC capability and reduce reliance on external delivery leadership over time.
- Build trusted relationships with senior leaders, team leads, service owners and enterprise functions.
- Broker difficult trade-offs and secure timely decisions across organisational boundaries.
- Represent and share learning from the ECRM Accelerator across HMRC and government.
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Essential Criteria:
- Significant senior experience leading delivery of enterprise SaaS or CRM platforms at scale in a complex software-enabled service environment.
- Strong track record of turning strategic outcomes into iterative delivery and tangible value in uncertain and evolving environments.
- Deep practical expertise in Agile, Lean, product or flow-based delivery, with sound judgement about when programme disciplines are required.
- Evidence of resolving complex dependencies, prioritisation conflicts and organisational barriers across multiple teams, functions and organisational boundaries.
- Experience of building internal capability and sustainable delivery models, using customer, operational and delivery evidence to improve outcomes and reduce reliance on external support.
- Strong senior leadership and stakeholder-management skills, including brokering difficult trade-offs, building alignment and influencing executive decisions.
Desirable Criteria:
- Experience of regulated or public-service delivery environments.
- Experience of transitioning supplier-led delivery towards stronger client capability.
- Experience of persistent team-of-teams or platform operating models.
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