Connecting Talent to opportunity

Connecting Talent to opportunity

Delivery Manager (Agile Project Manager)


Job Description:


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 

Service Management & Operations (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. 

We work closely with the other platform groups and their partners to bring those IT Systems and Services together and use the ServiceNow Platform capability to drive operational efficiencies, reduce costs and improve customer and colleague experience. 

This is an exciting time to join us, as we move on to deliver future phases and further exploit Service Now capability to enable transformation of our organisation and support HMRC strategic goals. 

Role & Responsibilities 

Reporting to the Strategic Tooling Lead, you will have a Senior role responsible for handling delivery of projects by the SM&O Platform Support team and having oversight of delivery. 

With accountability for project delivery to cost, time and quality parameters you will understand resource demand, scope management and planning. You will work with business representatives to ensure that projects deliver value for money and achieve the benefits sought. 

You will identify & lead partner relationships, handling internal and external relationships and play an active part in the demand management process, helping to prioritise and plan delivery. 

Responsible for the platform team’s backlog and sprints you will act as the scrum master and will mentor the team in agile ways of working. 

Duties will include: 

  • Planning and delivery of project activities, including identifying skills requirements, and deploying resources 
  • Risk, Issue and Dependency Management 
  • Leadership, direction, guidance and coaching 
  • Supervise delivery within budgets 
  • Identify and develop partner relationships 
  • Coaching and improving on agile delivery 

Essential criteria 

You must have knowledge, experience and understanding of: 

  • Leading projects with agile and hybrid agile/waterfall methodology 
  • Running multiple projects with several partners 
  • Communicating with partners at all levels to mediate and mend relationships 
  • Coaching and leading teams in Agile and Lean practices through the full product life cycle 
  • ITIL standard methodology 
  • ServiceNow ITBM 
  • High level ITSM, ITAM and ITOM processes and their implementation within ServiceNow 
  • Development lifecycles 
  • How to optimise the delivery flow of team with Sprints and Kanban 


  • Delivering projects with ITBM within ServiceNow 
  • Familiarity with some or all of ServiceNow, Snow, Tenable and Crowdstrike 
  • Industry recognised certification 


Selection Process 

CVs should clearly demonstrate how the candidate meets the essential criteria and qualifications stated above and their suitability for the role. 

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 will be held via Teams due to current COVID19 restrictions. 


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. 


HMRC’s Technology Sourcing Programme 

HMRC faces a number of contract expiries combined with the need to re-balance control over its digital and technology capability to ensure HMRC can respond quickly and effectively to changing requirements and priorities. 

This is a multi-year programme to transform how HMRC delivers and uses IT. The programme is in place to design and deliver the safe disaggregation, exit and transition of HMRC’s major IT contracts and stand-up new arrangements to deliver both IT run and change activity. 

The programme will develop and implement a new technology supply chain model, protect live services, enable the department to remediate and prevent technical debt, reduce risk in our IT estate, improve cost effectiveness, provide flexibility and establish partnerships with suppliers to deliver innovation.