HM Revenue & Customs
Operational Contract Support
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Birmingham, Liverpool, Manchester - Three New Bailey, Newcastle Upon Tyne, Nottingham, Telford, Stratford
Job Summary
Discover what it’s like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.
At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.
We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.
Diverse perspectives and experiences are critical to our success, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
HMRC is the UK’s tax, payments, and customs authority, and we have a vital purpose: we collect the money that pays for public services and help families and individuals with targeted financial support.
Join us at the forefront of HMRC’s compliance transformation, where we are delivering a bold and complex portfolio of change designed to reshape how compliance outcomes are achieved across the organisation. The Compliance Transformation Portfolio is strategically aligned to HMRC’s wider objectives and encompasses a diverse range of initiatives—from digitising case management and enhancing risk identification to modernising data infrastructure and onboarding new capabilities. With a roadmap that spans five years, the portfolio is focused on delivering tangible benefits, including improved yield, operational efficiency, and customer experience.
Job Description
As Operational Contract Manager, you will play a key role in the effective management, governance, and assurance of contracts across the Compliance Transformation portfolio. The role provides end-to-end operational oversight of contract administration, supplier performance, financial management, and delivery outcomes, ensuring all arrangements achieve value for money and align with programme objectives.
You will actively support procurement activity across the commercial lifecycle, including contributing to commissioning requests, call-off processes, and contract mobilisation. This includes ensuring compliance with internal governance, supporting the development of specifications and commercial documentation working closely with Commercial and the Business/Programmes to enable timely and compliant procurement outcomes.
You will support the ongoing management of contracts, including supplier relationship management, performance monitoring, risk and issue management, financial tracking, and driving continuous improvement. The role also requires robust assurance of supplier delivery, ensuring that contractual obligations are met and that suppliers are held to account where required.
Working collaboratively with stakeholders across Commercial, Finance, Security, Strategic Business Partners, SROs, and delivery teams, you will provide coordinated oversight and insight to optimise contract performance, mitigate risk, and support successful programme delivery.
The role requires occasional travel/overnight stays for whole team and function specific away days held across HMRC’s regional offices. These will be planned in advance, with notice provided.
Person Specification
Key Responsibilities Will Be
- Operational Contract Management: Support the Business/Programmes and Commercial with all aspects of contract lifecycle management, including new procurements, renewal, extension, mobilisation, and contract exit.
- Risk Analysis: Support the identification and mitigation of risks associated with contractual arrangements/supplier performance to protect outcomes and organisational objectives.
- Stakeholder Collaboration: Build strong relationships with internal teams, suppliers, and external stakeholders to ensure that contracts align with project needs and deliverables.
- Performance Monitoring: Manage the process to monitor performance of contracts/suppliers to ensure they deliver VFM and drive efficiencies by continuously holding suppliers to account for their performance through agreed contractual KPIs, SLAs and deliverables.
- Budget Management/Financial Tracking: Monitor contract budgets and invoicing ensuring adherence to financial controls as well as liaising with Finance colleagues to support reporting of actuals/forecasts by Programme/work stream.
- Security and onboarding: Ensure adherence of all key activities relating to security, onboarding/offboarding procedures, and tracking of resources against contracts and Statements of Work.
- Drive continuous improvements within the ways of working within the team to reduce cost, time, and effort where possible, including process mapping current and future ways of working as the team matures.
- Experience delivering trusted, secure, and resilient services, ensuring predictable outcomes in complex operational environments.
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Essential Criteria
- Experience in Operational Contract Management, demonstrating management of risk, contract performance, and supplier relationships within large, complex organisations, with accountability for delivering outcomes and mitigating issues.
- Strong analytical capability, with experience of interpreting complex contract and performance data, identifying risks and opportunities, and leading the development of evidence-based solutions that drive continuous improvement and service effectiveness.
- Highly developed communication and influencing skills, with proven ability to build and sustain strategic, collaborative relationships, with the confidence to challenge constructively, negotiate effectively, and present complex information clearly to senior stakeholders, ensuring informed decision-making.
- Advanced experience in Microsoft Office applications (including Excel, Word, PowerPoint, and Outlook), with the ability to independently produce high-quality analysis, insightful reporting, and professional communications to support operational and strategic objectives.
Desirable Criteria
- Experience working in a Programme or Portfolio environment.
Further Location Information
Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.
Office closures
For more information on where you might be working, review this information on our locations.
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.
- Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
- Telford Plaza, Telford - moving to Parkside Court, Telford
You will be given more information about what this means at the job offer stage.
Behaviours
We'll assess you against these behaviours during the selection process:
Communicating and Influencing
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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 (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths 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.
- A 1000-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 complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.
Further details around what this will entail are listed on the application form.
Prior to applications being sifted candidates will be asked to complete an additional IKM assessment. Candidates will be sent details of the assessment once the advert has closed. This assessment is a pass or fail and only those who pass will be considered at the sift stage.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV.
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
During the panel interview, your experience will be assessed, and you will be asked a behaviour-based question on Communicating and Influencing to explore in detail what you are capable of. You will also be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.
Example of a Strengths-based Question
“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”
There is no expectation or requirement for you to prepare for the strengths-based questions
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