Background

Revenue & Customs Digital Technology Services (RCDTS) are working alongside HM Revenue & Customs (HMRC) and embarking on an ambitious and challenging digital transformation programme which will result in HMRC becoming one of the most digitally advanced tax authorities in the world.

RCDTS was set up in 2015 as a subsidiary of HMRC’s Chief Digital & Information Officer Group and has one of the largest customer bases in the world.

Our role sits within Chief Digital & Information Group (CDIO), we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

We’re removing our dependence on data centres, as we increasingly virtualise our estate. We’re fundamentally restructuring the way we look after our IT and the way we work with partners across our ecosystem. But it’s not just about the tech. We’re building a deep understanding of our customers, working in agile ways, and implementing a DevOps approach.

The Team

The role sits within Service Management & Operations (SM&O) which forms part of CDIO’s EPS (Enterprise Platform Services) team. SM&O are accountable for the end to end service for HMRC’s IT Systems & Services and our focus is on ensuring consistent, excellent Customer Experience. 

Service Management & Operations work closely with the other platform groups and their partners to bring those IT Systems and Services together.

This role sits within the Service Central Delivery team, reporting directly to the Service Central Programme Manager within SM&O.  The Service Central Programme is a transformation enabler, using the ServiceNow Platform capability to drive operational efficiencies, reduce costs and improve customer and colleague experience. 

The ServiceNow capability delivers Business, Customer and Security requirements and enables customer centric and business outcome-based IT services supporting HMRC strategic goals.

The programme will establish, maintain and extend ServiceNow as a strategic business platform across HMRC. The accountabilities/responsibilities of the team ensure consistent programme delivery, consistent business adoption and training, efficiency savings and a user experience that leads to high levels of employee satisfaction.

Role & Responsibilities

The Senior IT Project Manager is responsible for large scale, high impact IT changes. You will have responsibility for end to end delivery of initiatives in the Programme from definition through to successful completion. You will lead the Project Management team on a day to day basis. You will have oversight of your team’s projects as well as managing your own, ensuring that the projects are clearly defined and achieved within the agreed time, cost and quality constraints.

The Senior IT Project Manager is a highly organised leader with proven IT Project Management experience. The ideal candidate will have experience in delivery using a mix of Agile and Waterfall methodologies and have motivated change across both internal and supplier delivery areas. You will have strong partner management skills, commercial awareness and have delivered multiple concurrent projects to time, quality and budget.

This is an exciting time to join the growing programme, as we move on to deliver future phases and further exploit Service Now Capability to enable transformation of our organisation. The Programme roadmap includes further changes across CDIO to grow the IT capability and additional growth requested by wider HMRC teams.

Duties will include:

• End to end planning and delivery of multiple ServiceNow projects including;

• Requirement workshops
• Working with business and technical stakeholders to ensure scope and requirements are clearly defined
• Ensuring resources are in place and aligned across technical and business teams to deliver the project outcome(s)
• Working with the Organisational Change lead to ensure smooth transition to Live

• Commercial management to engage internal and supplier resources and manage delivery and costs
• Management of project budgets
• Risk, Issue and dependency management
• Problem-solving to enable delivery of project outcomes, utilising resources to analyse issues and determine possible solutions, escalating where necessary and in a timely manner
• Stakeholder management, both internally and externally at different levels of seniority and with mixed operational perspectives (e.g. business and technical domains)
• Effective leadership to the project team and ensuring members are motivated and developing their skills and experience
• Ability to effectively challenge external suppliers to ensure the best service and value for money
• Development of the Project Business Case and benefits realisation monitoring, ensuring these are aligned with Programme objectives
• Project planning and delivery following governance processes and alignment to overall programme delivery
• Providing regular and ad-hoc status reports, including reporting to senior leaders to share project deliverables, business impacts and progress, adapting to the audience as appropriate

Essential criteria

• IT Project Management experience, delivering high profile, complex changes.
• Experience in managing multiple concurrent deliveries
• Driving delivery teams of internal and supplier resources and experience in handling conflicting priorities
• Commercial management of project costs and financial monitoring of both internal and supplier costs
• Experience of delivery using both agile and waterfall delivery methods
• Ability to work under broad direction
• Strong communications skills, with the ability to translate complex technical messages into language understood by all
• An experienced leader, with the ability to motivate and influence at all levels and across teams, including those outside of your direct reporting line

Desirable

• Excellent stakeholder management skills and ability to influence at a senior level.
• Project Management experience in central government
• Recognised project delivery qualification demonstrating knowledge of a range of programme methods, such as:

• PRINCE 2 Practitioner
• Agile Project Management Practitioner
• APM Project Management Qualification
• APM Registered Project Professional

• Intermediate Excel, Microsoft Project and Powerpoint skills