HM Revenue & Customs
Service Owner
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Belfast, Birmingham, Bristol, East Kilbride, Edinburgh, Glasgow, Leeds, Manchester, Worthing
Job Summary
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CDIO are delivering a major operating model transformation – one that seeks to pivot their operation to focus more on services, delivering value and consistency in customer experience.
Chief Digital Product Office play a key role in delivering this change, with Service aligned teams collaborating across CDIO and the business to define the future technical roadmap and transformation plan.
Job Description
Service Owners are responsible for managing services throughout their end-to-end lifecycle, as well as ensuring owned service(s) are of high quality and customer focused. Service Owners develop the service strategy and control the content of the service portfolio ensuring it is aligned to product practices. They are also an integral part of the support team to ensure contingency and recovery plans are in place, should there be a service outage.
Role
This Service Owner role sits within the CDIO CDPO Business Tax team and key responsibilities include:
- Ensuring that the E2E service lifecycle is effectively managed and related products delivered. This involves delivering change, taking onboard customer requirements and running of the service(s).
- Developing the service’s customer centric design principles and product practices and ensuring the overarching service and products within it adhere to those customer focused design principles and product practices.
- Building contingency and recovery plans to reduce negative impacts of a service outage.
- Developing the Service Roadmap and working with products and platform teams to develop an integrated service backlog and prioritise items so they are in line with roadmap.
- Overseeing management of product backlogs to ensure the voice of the customer through solution delivery.
- Transitioning and simplifying the complexity of the products and platform matrix to drive re-use of existing solutions and software.
- Providing oversight of the Change Budget and how its allocated based on prioritised items within the service backlog.
- Leading on ensuring the service adheres to SMI processes to allow a smooth and well managed service with minimal incidents and problems, while also leading on any service transition activities.
Person specification
Further Responsibilities
- Own the budget and allocate funding to areas of the service based on their decisions about priorities.
- Communicate the benefits and performance of your service, and be ultimately responsible for the successful operation and continuous improvement of the service.
- Make sure the necessary business processes are followed and participate in the governance of the service, including acting as a point of escalation for the delivery teams.
- Agree targets for service levels and assessing, monitoring, and managing the delivery of services against the targets.
- Prepare proposals to meet forecast changes in the levels or types of services.
- Review service delivery to ensure that agreed targets are met and negotiate with relevant parties in respect of disruptions and major amendments to the provision of services.
- Align our supplier performance objectives and activities with sourcing strategies and plans, balancing costs, efficiencies and service quality.
- Own the strategic roadmap of the end-to-end lifecycle of a portfolio of IT products and capabilities that underpin business services.
- Own the on-going running of the live service, which includes but is not limited to upgrades, maintenance, cost, incidents, risks and proactive work to reduce/remove risks around security/reliability or costs.
- Alignment to architectural frameworks from Chief Technology & Design Office, the wider business strategy, and the future Target Operating Model.
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Essential Criteria
The successful candidate will need to demonstrate practical knowledge and experience in the following:
- Leading Digital, Product and IT teams through major change and transformation.
- Proven experience in a Service led organization.
- Awareness and knowledge of Agile and ITIL v4
- Ability to navigate ambiguity and operate in a complex, regulated environment.
- Understanding of customers, identify who they are and what their needs are.
- Ability to develop ambitious visions and continually improve strategies for their IT services and customers.
- Experience in developing strong stakeholder relationships, consistently delivering inspiring, engaging and meaningful messages about the future direction of digital services and evangelising IT capabilities.
- Practical experience in creating an enduring team that can deliver a technical and/or consultancy function into a large business like HMRC.
- An understanding of new and emerging digital technologies and how they can benefit the low code\ no code agenda, and the opportunities they provide to improve the delivery of public services in the UK.
Desirable Criteria
Ideally, the successful candidate will also demonstrate knowledge and experience in the following:
- Evidence of playing a key role in influencing strategic decision making and demonstrating an understanding of strategic consequences of IT decisions.
- Well versed in Problem and Incident management.
- Working knowledge of ITIL v4.
- Working knowledge of Tax / VAT / Indirect Taxes.
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.
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:
- Communicating and Influencing
- Delivering at Pace
- Leadership
- Managing a Quality Service
Salary and Benefits
Alongside your salary of £71,725, HM Revenue and Customs contributes £20,778 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).
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.
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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 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.
- A 750-word Personal Statement. Your Personal Statement (max 750 words) should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the responsibilities and essential criteria as outlined in both the job description and person specification parts of the advert.
- Separate 250-word statements on each of the 4 specified behaviours.
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.
Sift
In the event of a large number of applications being received, an initial sift will be based on the CV only.
At full sift, all behaviour statements your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.
Successful candidates will be 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 will be asked a number of experience based questions.
Interviews will take place 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 mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met
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