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 role is part of our CEBO (Customer Experience and Bridge Operations) comprises of a number of representatives from several Service Operations teams focused on monitoring the HMRC estate, driving major incidents through to resolution and supporting key business events.

The CEBO Senior Service Analyst Team Leader will work Monday to Friday, reporting directly to the Senior Major Incident Manager; responsible for a team of Service Analysts who work on a 24x7 basis who provide the monitoring and support capability for CEBO. This is a core CEBO role, central to operational activities undertaken within the CEBO.

Role & Responsibilities

The primary purpose of the CEBO is provide continual holistic monitoring of the HMRC estate which includes, but is not exclusive to, key business applications, core network infrastructure and HMRC user locations. The service analyst role is fundamental in ensuring the CEBO is able to proactively identify and progress significant IT failures or performance issues which may affect the HMRC end user’s ability to carry out their work or experience utilising the services.

 Duties will include:

This role is pivotal to the success of HMRC’s Bridge Operations, Monitoring and Major Incident Management function. This role is primarily Monday-Friday, with leadership, resource and line management responsibilities for a team of 8 Service Analysts (SA) working on a 24/7/365 shift basis. The SA team are based across 2 locations.
The postholder will be required to work flexibly on occasions to support the team as required at both sites.

Duties Include:

• Act as a single point of contact for any escalations or requirements relating to the Bridge monitoring function.
• Lead and execute any monitoring related requirements, including improvement activities.
• Ensure CEBO has required levels of resource and support on a 24/7/365 basis from the Service Analysts.
• Accountability for all HR related activities as part of the leadership of the SA Team.
• Responsible for consistency across all shifts and staff members, to provide a robust capability for Bridge Operations.
• Responsible for the appropriate level of monitoring (eyes on glass) of the IT estate is undertaken and early identification of issues sits within the team’s scope.
• Leading the team with regards to new projects and their relating monitoring requirements ensuring the appropriate monitoring is introduced in time for service go-live and the SA team are upskilled accordingly and have supporting work instructions.
• Leading with the development and ongoing governance of a standard ‘onboarding’ process for new monitoring and review of existing monitoring.
• Responsibility for setting measurable quality standards for the SA team and ensuring these standards are adhered to.
• Ensuring all monitoring is appropriate, based on current and future Business needs and to provide for Key Business Events and other significant IT deliverables.
• Responsible for ensuring the SA team are proficient in and execute problem solving, trending and analysis of incidents.
• Provide support for and deliver strong focus on implementing processes, developing plans to improve team capability and for continuous improvement. This is embedded into all activities.
• Responsible for ensuring the team are proficient and actively engaged in the development of the support models for new service/initiatives in relation to monitoring.
• Displaying the expected leadership behaviours at all times, with equal importance placed on challenging others where the standards are not met.
• Dealing equally with reactive and proactive work. The need for personal resilience in the face of uncertainty and rapidly changing priorities is essential because of the reactive nature of much of the work. 
• Responsible for the learning and development of themselves and of their team.
• Setting challenging and developmental work objectives for their individual team members. As the team work shifts the postholder is responsible for ensuring the team have sufficient work to occupy them during quiet periods.

Essential criteria

• Strong demonstrable leadership skills
• Previous team leadership and people management experience
• Excellent communication skills, both written and oral to all levels of the Business
• The ability to multi task in a fast-paced, high pressurised environment
• Proficient in the use of the Incident handling tool (ServiceNow)
• Basic report writing and data manipulation and trend analysis through MS Office applications
• The ability to prioritise workload and meet deadlines
• Attention to detail
• Problem Solving
• This post requires SC Clearance

Desirable

• Knowledge of HMRC estate and monitoring toolsets
• ITIL Foundation certification