This role includes a shift allowance of 15% on top of the advertised salary.

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.

We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance. And we’re creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work.

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.

The 24/7 Major Incident Manager role is part of the 24/7 Bridge Operations team, responsible for successfully driving resolution activity of major incidents and critical issues to conclusion across the IT estate. You will be expected to work 12 hour shifts on a rota basis. The role will receive a 15% shift allowance. The role is also wholly office based.

Role & Responsibilities

You will act as a senior leader (office based) and be accountable for leading, managing and developing teams to effectively handle all incidents, ensuring maximum availability of HMRC IT services for customers and colleagues alike.

This post is not simply a technical role and the ability to provide visible and effective leadership, take ownership of issues and proactively lead activities is critical to this role. It is also critical that you are an excellent verbal and written communicator.

Duties will include:

• Facilitating and directing Major Incident resolution activity.
• Producing high quality written communications for separate business and technical audiences within tight timescales.
• Challenging others to facilitate service restoration as quickly as possible, while constantly reprioritising tasks and workload.
• Accountability and responsibility for ensuring multiple tasks are handled simultaneously while the HMRC quality standards are upheld.
• Leading by example and setting an exemplar standard of professionalism as a member of the 24x7x365 Major Incident Management Team.
• Understanding IT issues from a customer perspective, draw logical conclusions, make sensible suggestions that meet HMRC’s strategic direction, customers' needs and negotiating with suppliers to facilitate change.
• Being a key participant in follow-up activities after any Major Incident has been resolved such as post incident reviews and any residual recovery activity.
• Liaising with HMRC Comms teams/Press office as required to inform and manage external messages.
• Deputising for the Senior Major Incident Lead when required.
• Accountability and responsibility for making critical decisions in relation to incidents/changes required out of hours.
• Leadership and management responsibilities for the Service Analyst(s) working on your shift, whilst ensuring that standards and quality are consistently maintained across all shifts and best practice shared.
• Working closely with partners to provide assurance of delivery to support Key Business Events.

• Contributing to the objectives of the wider Service Management & Operations Team.

Requirements

As the ideal candidate you will have experience of handling Major Incidents in a large multi-functional organisation, along with an understanding of both business and service impact in a large organisation.

You will also be a strong and effective leader and manager, self-motivated, confident with working proactively and reactively, with minimum supervision, providing reports and briefings to Senior Leaders.

You will be a strong written and verbal communicator and able to effectively set your tone immediately for both business and technical audiences, although you do not need to have a technical background.

Essential criteria

You will have experience and understanding of:

• Positively influencing teams within a diverse/large organisation and skilled at building stakeholder relationships.
• Working highly effectively under pressure in a fast-paced environment under tight deadlines.
• Producing quality written stakeholder communications.
• Leading multiple teams and individuals in order to achieve the best possible result in the quickest timeframe.
• The ability to act calmly and objectively under pressure whilst still being able to facilitate and champion the major incident process, ensuring timely incident resolution.
• Strong and effective leadership in relation to people management and the resolution of incidents within a large organisation, in line with business requirements.
• Experience of leading and managing staff, coaching and mentoring.

• Demonstrate leadership with your peers and colleagues at all times.

Desirable

• Understanding of the various functions across HMRC and knowledge of how a business service is supported by the IT.
• Service Management within a large organisation and meaningful experience in IT Operational Management.

• Proven dedication to IT Service Management standard methodologies, along with a track record of delivering continuous improvement in a customer centric environment.
• ITIL Foundation V3 or V4 and a fundamental understanding of the Major Incident Management function and how to apply it.

• ITIL Service Operations certification.