Would you love to work in a role where no two days are the same?

Do you enjoy working at pace and the challenges of major incident management?

If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.

For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.

The Team

Our role sits within our Customer Experience and Bridge Operations (CE&BO) team within Service Management & Operations (SM&O) part of the Chief Digital & Information Group (CDIO).

SM&O are accountable for the end-to-end service of HMRC’s IT Systems & Services, and our focus is ensuring a consistent, excellent Customer Experience. We work closely with the other platform groups and their partners to bring IT Systems and Services together.

The Customer Experience and Bridge Operations team monitor IT services and infrastructure across the estate, 24 hours per day, 7 days per week, 365 days per year. Located across two sites, Newcastle, and Telford to provide robust business continuity, the Team is critical to the facilitation and management of Major IT Incidents posing a significant risk or reputational damage to HMRC colleagues and/ or customers.

The Role

This is an exciting opportunity for candidates with expertise in leading major incident management, to enhance their career.  Working in a large, complex, government IT estate that supports critical national infrastructure, you will develop and consistently deliver Major Incident Management processes to a high standard.

Due to operational needs, the requirement of this role is to work between the hours of 7am to 7pm Monday to Friday, with these hours being shared with another Senior Major Incident Manager.

There is also a requirement to travel between our Newcastle and Telford sites at least once a quarter.

As a Senior Major Incident Manager, you will be responsible for leading a team of Major Incident Managers (MIM) located in our Telford office. Travelling regularly between sites, you will be responsible for the resourcing of the MIM team, which includes both day and 24/7 shift staff. You will ensure a robust succession plan is in place to achieve the team’s objectives.

Accountable for high impacting incidents, you will ensure they are robustly managed in line with processes, whilst maintaining focus on quick resolution. In parallel ensuring clear, concise communications at pace, tailored to diverse audiences and managing senior expectations effectively.

The Senior Major Incident Manager is required to bring all roles together across the Bridge for the benefit of our customers.  Keeping customers both internal and external at the heart of everything we do, even when faced with uncertainty and pressure.

We are looking for someone with experience of leading Major Incident resolution in a large multi-functional organisation, along with an understanding of both business and service impacts.

A strong and effective leader, experienced in leading teams in a fast moving and challenging environment.  Self-motivated, resilient, and comfortable with working proactively and reactively.

A confident communicator, able to effectively set your tone immediately for both business and technical audiences and comfortable delivering reports and briefings to senior leaders.

You will thrive in a team environment and quickly be able to build up strong working relationships with your team across both locations.

Responsibilities

• Be an expert in the major incident function, take ownership of the process and ensuring it is fit for purpose.
• Lead the team in effective management of all incidents to a quick resolution.
• Effectively prioritise and allocate resource to major incidents, leading on them when required.
• Review and prepare communications, bespoke reports, briefings, and updates to senior leaders and press office.
• Set and drive communications standards, ensuring others embrace, develop, and maintain these in practice.
• Responsible for robust delivery of major incidents consistent with CDIO and HMRC strategic objectives.
• Actively participate in major incident follow-up activities, such Post Incident Reviews.
• Ensure major incident Service Level Agreements are met or exceeded, driving a culture of continuous improvement.
• Develop and manage relationships across the HMRC estate, working collaboratively to improve IT services.
• Lead, promote, and embed a culture of inclusion, engagement, and delivery through others whilst role modelling exemplar leadership behaviours to the highest standard.

Essential criteria

You will have experience and understanding of:

• Leading significant cross cutting departmental major incidents to resolution in a fast-moving environment.
• Considerable professional working experience of handling multiple stakeholders to deliver resolution of major incidents.
• Demonstrable experience of partnering with the business and senior management, with the ability to take a holistic approach, to ensure IT services are protected.
• Exemplar communication and interpersonal skills with a proven ability to communicate effectively and professionally with all stakeholders.
• Evidence of ability in applying quality standards and driving continuous improvement in processes.
• Proficient in leading, managing and building effective multi discipline teams, with a strong passion for motivating others.

 Desirable

• Knowledge of how a business service is supported by their IT.
• IT Service Management experience within a large organisation and an understanding of standard methodologies.
• ITIL Foundation V3 or V4 with a fundamental understanding of the Major Incident Management function.
• ITIL Service Operations certification.