Lead Platform Operations Manager

About this role

Details

National: £71,725 - £79,481

London: £78,988 - £87,612

External applicants will join on the pay band minimum.

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Business area

HMRC - CDIO - Chief Data Office

Type of role

Digital

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

1

Contents

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About the job

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Benefits

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Things you need to know

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Apply and further information

Please note that due to workforce controls Stratford is only available to existing HMRC staff in this location. HMRC staff based in Reading can also apply to move to Stratford in line with Migration path. HMRC staff based in 100PS can also apply to move to Stratford.

About the job

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

Have you got experience of leading a multi-skilled Operations team in an Enterprise Data environment?

Do you have experience in running a diverse team of Product Operations Specialists, and leading direction and strategy in a large operations team?

We are looking for a strong teammate who can effectively and sensitively handle the expectations, and meet the needs of, a range of customers with multiple and sophisticated drivers.

Within HMRC’s Chief Data Office (CDO), specifically in the Data Platform Services (DPS) team we are redefining and growing a team of outstanding people to improve its Data Platforms offering.

We are already a diverse team of 120+ individuals, creating a dynamic and inclusive working environment whose skills cover Architecture, Engineering and Operation.

Job description

Within HMRC, we have an exciting opportunity to lead the Data Platform Services (DPS) Data Operations team where you will shape and lead this function which will be responsible for managing all of the DPS platforms and Products that support the public and private environments and the operational aspects of the Data Platforms underpinning HMRC offerings and application platforms.

This will involve driving operational ITIL practices, operational activities and ensuring compliance with information assurance practices and customer commitments.

The Lead Platform Operations Manager oversees the operational management, infrastructure, and strategic technical requirements of a platform service.

This role sets the direction for platform operations, guiding teams in optimising maintenance processes, and implementing infrastructure improvements.

The Lead Platform Operations Manager aligns platform services capabilities with organisational goals and drives efforts to modernise and integrate new technologies. Their role oversees risk management and compliance, leading adherence with industry standards and regulatory requirements.

The role will require close collaboration with the key functions the HMRC Operations model interact with, which includes Product Development and Engineering, Service Management and Operations, Customer Groups, and other associated teams.

The role will require a customer-first mentality with strong influencing skills and ability to communicate both orally and in writing to bring about effective support for the customers of DPS.

You will be located in one of the DPS Base locations and some travel will form part of the role. You will be expected to work a minimum of 60% of your working time from an office location.

Person specification

Operational Strategy & Leadership: Lead the development and implementation of strategies for optimising data platform operations. Guide teams in maintaining and enhancing infrastructure and platforms.

Risk & Compliance Management: Implement strategies to identify and mitigate potential Data Platform issues proactively.

Performance Monitoring & Improvement: Monitor performance metrics and implement data-driven strategies to improve efficiency, scalability and capacity. Drive continuous improvement initiatives that enhance operational processes, adopt new technologies and support future needs of the entire data platform services.

Modernisation & Integration: Lead the modernisation of platform infrastructure and optimising legacy systems.

Vendor & External Service Management: Manage relationships with third parties to deliver the Operational part of infrastructure, maintenance and operational needs of the data platform service. Support contract management, service-level agreements, vendor and supplier performance reviews.

You will

• Lead the Data Operations function in DPS which will provide all the operations governance.

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Engage with CDIO functions to ensure service delivery commitments and customer obligations are defined and then successfully delivered.

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Work closely across the Data Platform Services group to ensure the delivery of exceptional customer experience, coordinating with support teams, customer success leads and engineering.

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Drive continuous improvement of the function adopting leading ITIL, data and cloud practices to ensure secure, resilient, responsive and customer centric service delivery. Identifying areas where automation or shift-left practices can improve efficiency and resilience.

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Co-ordinate with Service Management and Operations group to ensure operational teams comply with the delivery of services, ensuring internal SLAs, OLAs and KPIs are met or exceeded.

Essential Criteria

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Adept in setting and leading the strategic direction of diverse data platform operation needs.

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Proficient in managing risk and complying with regulatory standards and industry best practices.

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Capable in driving data-driven approaches to monitor and optimise performance, scalability and cost-efficiency.

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Able to lead the modernisation of infrastructure through multiple IT management methodologies.

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Competent in managing vendor and supplier relationships.

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Experience of service delivery at scale covering Data Platforms and associated services.

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ITIL certified and professional service operations experience. Preferably from a service manager background.

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Track record of developing a service function, defining the vision, and leading the delivery efficiently.

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Demonstrate a driven and fearless approach to oversee change – having the ability to design and lead a function that aligns with the priorities and goals of the wider business.

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Effective stakeholder management and ability to influence stakeholders to drive change at executive and operational levels.

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Ability to create and continuously improve processes and procedures to meet organisational needs.

Desirable Criteria

Ideally you will also have experience and understanding of

• Advance degree in IT or relevant experience.

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Extensive experience in Data Platform or Operations Management.

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Demonstratable experience in modernisation of infrastructure.

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Experience with security and compliance protocols and regulatory requirements.

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Influencing customer attitudes, decisions, and actions for mutual benefit, with excellent partner management skills.

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Delivery of Continual Service Improvements through use of Automation, change and customer self-service components.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

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