HM Revenue & Customs
Operating Model Manager
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Birmingham Regional Centre - Arena Central, Bristol Regional Centre - 3 Glass Wharf, Cardiff Regional Centre - Ty William Morgan, Liverpool Regional Centre - Water Street, Manchester Regional Centre - Three New Bailey, Leeds Regional Centre - Wellington Place, Telford - Plaza 1 and 2, Stratford Regional Centre - Westfield Avenue, Edinburgh Regional Centre - Queen Elizabeth House, Glasgow Regional Centre - Atlantic Square, East Kilbride - Queensway House, Belfast - Carne House, Portsmouth - Lynx House, Worthing - Teville Gate House, Nottingham Regional Centre - Unity Square
Please note that due to workforce controls, Nottingham and Liverpool is only available to existing HMRC staff in this location.
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.
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As an Operating Model Manager, you will work as an internal consultant helping HMRC’s Chief Digital and Information Office (CDIO) strengthen how it delivers value across technology services, digital products, and platforms.
You will lead large and complex pieces of work end-to-end: shaping the problem, running rapid diagnostics, designing practical options, aligning stakeholders and getting changes implemented so teams can adopt and sustain them. This is not “advice-only” consulting — you will stay with the work through to outcomes.
CDIO is moving to a Products and Platform-based organisation, with value delivered through Value Streams and a standard process framework. In this role, you will help make this shift real by clarifying accountabilities, improving governance and prioritisation, removing friction in delivery flow and making performance visible.
This role suits someone who enjoys solving ambiguous problems, brings structured thinking, and has a strong bias for delivery. You will use evidence, data and insight to identify what is getting in the way of faster flow and effective delivery, then work with leaders and teams to improve operating model components (such as governance, processes, ways of working, tooling, culture, people and supply chain within CDIO).
You will also help make improvements visible by identifying clear measures of progress and value (for example, clearer ownership, reduced cycle time and benefits tracking).
Job Description
At this level, you will deliver operating model improvement interventions across CDIO. You will work across operational and strategic priorities across a portfolio of engagements that improve how we define, govern, prioritise and continuously improve services, products and platforms.
You will often lead workstreams where delivery is shared, setting direction, assuring quality, and supporting others to deliver work that is evidence-based and ready for senior decision-making.
Person specification
Your Work Will Typically Include
- Diagnose and frame: run focused diagnostics (for example interviews, data review, and workflow/hand-off analysis) to build a clear “current state” picture, identify root causes, and design a clear “future state” and enabling transition(s) states.
- Design improvements using CDIOs service/product/platform model: develop practical design options that clarify service boundaries, product ownership, platform guardrails. Turn decisions into action through governance, operating rhythms, backlogs and simple measures.
- Improve product/service lifecycle flow: make flow visible across the service/product lifecycle, reduce hand-offs and delays and help teams manage dependencies between product, platform and enabling teams (for example architecture, security, commercial and finance).
- Mobilise, implement and embed: plan and deliver adoption activity so changes stick, teams sustain improvement and approaches can be scaled where appropriate.
- Evidence value and progress: define success measures and produce clear, concise reporting that shows whether decisions are progressing to implementation and improving outcomes (for example clearer ownership, reduced cycle time, improved throughput, better decision latency, benefits/value tracking).
- Build “intelligent customer” capability: facilitate workshops, coach leaders and colleagues and strengthen repeatable standards, artefacts and ways of working so teams can sustain continuous improvement beyond your engagement.
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Essential Criteria
- Experience working with digital, technology, product or platform teams (or equivalent) to improve ownership, prioritisation, dependency management, and delivery flow.
- Experience using data and insight to define problems, design options and measure whether changes improved outcomes (for example, clearer ownership, reduced handoffs/cycle time, or benefits/value tracking).
- Experienced facilitator, able to handle difficult conversations and influence senior stakeholders with clarity and tact (including appropriate challenge) — while maintaining momentum, taking initiative and seeing work through to completion.
- Evidence of using/applying agile ways of working and continuous improvement methodologies (for example Lean, value stream mapping, flow metrics, OKRs) in the context of operating model transformation.
- Experience of applying operating model improvement approaches using systems thinking and/or behavioural science including evaluating whether interventions delivered intended outcomes.
- Experience working in or with large, complex organisations and cross-functional teams where trade-offs, constraints and competing priorities must be managed to drive change at pace.
Desirable Criteria
- Experience working in a consultancy-style environment (internal consultancy, delivery improvement team or external consulting), balancing multiple stakeholders and priorities.
Transitional Sites Information
If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
For more information on where you might be working, review this information on our locations
These Sites Are
- Telford Plaza, Telford - moving to Parkside Court, Telford
- Lynx House, Portsmouth – moving to an alternative office in Portsmouth
You will be given more information about what this means at the job offer stage.
Leeds Locations
Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Communicating and Influencing
- Seeing the Big Picture
Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides
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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.
Pension
- We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
How To Apply
As part of the application process, you will be asked to provide the following:
- A name-blind CV including your job history and previous experiences. Your CV should cover up to a maximum of your last 4 roles. The word limit for each role is 150 words. You should outline the key responsibilities and any significant achievements.
- A 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Essential Criteria and Person Specification outlined in the advert.
Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not essential 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.
Sift
In the event of a large number of applications being received, an initial sift may be held on your Personal Statement.
At full sift your CV and your Personal Statement, will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
Required
During the panel interview, you will be asked Behaviour-based questions to explore, in detail, what you are capable of. You will also be required to deliver a 5 minute PowerPoint presentation. Your experience and suitability for the role will be assessed against the following question:
“Can you describe a time when you have developed and implemented a complex improvement to a product & platform operating model?”
Interviews will take place virtually via video link. Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a
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