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.  

Role & Responsibilities 

As Service Central Academy Lead you will stand up and ensure the Training Academy and staff are managed effectively to provide support and assistance to SM&O, Service Central Platform and adopting areas of the Business.  

The role will work closely with Service Central OCM team promote the interests of Service Central with a view to increasing effective take up and exploitation, the role will have to have a close understanding of the business drivers within CDIO and foster strong relationships with all areas of the estate.  

This will be a pivotal role in building and maintaining a confident operational relationship between the Service Central Platform and HMRC delivery areas.  

Will need a detailed understanding of how Service Central / ServiceNow functionality can aid the organisation and will work on the most complex issues with minimal need for supervision or support. 

Governance: Establish and embed the Service Central Training Academy including the ownership (accountability) of training material and maintenance of all documentation relating to this. 

Duties will include 

• Responsible for the development, delivery and ongoing management of the Service Central Academy.  

• Definition of a training plan to map existing skills to the demand pipeline for ServiceNow change projects and ensure any gaps identified are catered for. 

• Developing and implementing the strategic direction of the Academy, ensuring it is aligned to short- and long-term strategies for EPS/CDIO/HMRC.  

• Leading the way in building and maintaining relationships across CDIO, to ensure high-quality provision of learning/learning journeys that align and support Service Central Training Academy needs, and the needs of SM&O 

• Managing engagement and monitoring of training and learning proposals and deliverables. 

• Line management of trainers  

• Work closely with the platform support team to understand technical changes to the platform that could result in process/organisational change and have the ability to translate these technical messages into language understood by all. 

• Have an understanding of the HMRC IT estate, underpinning services and the IT and business processes to ensure organisational change & transformation activities are fit for IT and business purpose.  

• Ensure operational alignment between HMRC and Supplier (ServiceNow) 

• Support CTO to guide HMRC strategic decision and provide input into CDIO as a whole. 

Requirements  

Essential criteria 

• Experience of setting up or managing a training academy or department  

• Leadership; Owning a high-profile process / area with an ability to define direction, goals and work collaboratively to agree and plan supporting activities. 

• Communication; Excellent written and verbal communication skills to all levels of the organisation, to both business and technical audiences. 

• Proven experience of building and maintain relationships at all levels within the organisation 

• Team player; Sets and communicates appropriate behaviours and is able to lead by example.  

• Ability to remain positive and thrive in a challenging environment. 

• Ability to manage multiple workstreams, often with conflicting priorities. 

Desirable 

• ITIL Foundation certification.  

• Facilitation / Conflict management / negotiating and influencing skills.  

• Able to interpret how the platform and CDIO strategy are evolving and plan accordingly.  

• Autonomous Decision-making/Pragmatism relating to operational issues.  

• ServiceNow expertise  

Selection Process 

CVs should clearly demonstrate how the candidate meets the essential criteria and qualifications stated above. 

Applicants will be sifted based upon contents of the CV providing evidence of the essential criteria. 

If you are successful at the sift stage you will be invited to interview to demonstrate your suitability. Interviews may be held via Teams due to current COVID19 situation. 

Additional Information 

All applicants will need to provide proof that they have the right to work in the UK. Information on Right to Work legislation can be found at Right to Work in UK  

We are an equal opportunity employer and value diversity at our company. As such we encourage anybody who needs a reasonable adjustment during the recruitment process to contact the recruiter or hiring manager dealing with your application who will discuss the reasonable adjustments required with you. 

We are committed to offering flexible working within our organisation. We will consider all requests to work part-time, flexibly or on a job-share basis. Please speak to the recruitment team or the hiring manager if you would like to discuss flexible working arrangements.   

RCDTS is an office-based organisation committed to achieving the optimum work/life balance arrangements for staff. Where business requirements permit, we are fully supportive of a blend of home and office working. 

A copy of the RCDTS Book of Benefits is attached to this job advert 

If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current RCDTS employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance. 

A reserve list may be created if suitable candidates are identified and will last for a period of 12 months.