Practice Manager - Change Enablement

Have you got knowledge of Change Enablement processes? Can you lead and develop diverse and geographically separated teams? Are you great at building relationships with key partners? If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.

For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference. HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.

This is an exciting time to join an organisation that probably doesn't work how you'd imagine a government organisation would. We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.

The role sits within Enterprise Live Services, a dedicated IT Service Management function, responsible and accountable for the implementation and management of quality IT Services, that meets the needs of our business. The purpose of Enterprise Live Services is to provide a centre of excellence for IT Service Management practices across CDIO and provide a service-centric approach to protect and improve Live IT Services.

You will be an essential component of CDIO's strategic delivery aspirations with accountability for developing and leading a high performing Change Enablement practice working in line with the ITIL 4 framework across the 4 dimensions of service management and the organisations value streams. You will lead and support your Change Enablement Practice team to deliver; removing blockages, advising on complex issues, ensuring the overarching practice strategy is adopted and continuously improved.

As subject matter expert, you will be responsible for ensuring the Change Enablement practice is set up for success and matures appropriately within CDIO spanning across processes, people, tooling, and suppliers. This will require a deep understanding of the Practice and a broad understanding of the evolving landscape within the organisation along with active participation in relevant Practice and Value Stream governance. You will ensure effective cross practice working and strong inter-practice relationships leading to efficient value delivery across the organisation and support CDIO to achieve our target maturity state and capabilities by 2025.

Person specification

• Develop and maintain strong relationships and work collaboratively with key stakeholders.
• Provide visible leadership to the practice including line management of Change practitioners within Change Enablement practice and ensure processes and activities are effectively and efficiently completed.
• Manage practice activities to support business demand including activities across the four dimensions of service management ensuring timely delivery of high-quality IT services that meet or exceed customer expectations.
• Lead in the development of specific practice strategies and plans.
• Foster a culture of continuous improvement within the ITIL practice.
• Lead, promote, and embed a culture of inclusion, engagement, and delivery through others whilst role modelling exemplar leadership behaviours to the highest standard.
• Develop deep practice knowledge and become a Subject Matter Expert within your practice.

Key Responsibilities:

• Ensuring the number of successful service and product changes is maximised by properly assessing risks, authorising changes to proceed, and conducting thorough risk assessments for all changes and ensuring that risks are properly managed.
• Overseeing the change schedule to ensure that changes are implemented in a controlled and systematic manner.
• Engaging with stakeholders to ensure that changes are planned and realised in the context of value streams, and that they meet stakeholders' expectations.
• Continuously evaluating and improving the change management processes to ensure that it remains effective and aligned with organisational goals.
• Understand the tools and technologies required to support Change Enablement processes.
• Identifying and developing Practice capability and assessing against Practice demand.

Essential Criteria:

• The successful candidate will need to demonstrate practical experience and qualifications in the following areas:
• Knowledge of Change Enablement Practice across IT products, technology services or environments, including Change delivery management and lifecycle management within an IT service Estate.
• Proven ability to develop, maintain and manage relationships including communications across an organisation as well as with other Government Departments and 3rd Party Suppliers to share relevant knowledge and best practice.
• Deep and practical knowledge or experience of the ITIL 4 Framework.
• Experience in leading and building effective diverse and geographically separated teams across a large organisation, with a strong passion for motivating others to influence and provide results.
• Demonstrable experience in process improvement e.g. Lean & Six Sigma Skills.
• Knowledge and ability to design and facilitate workshops and meetings with demonstrable presentation skills using a variety of formats.

Desirable Criteria:

• IT Service Management experience within a large organisation and an understanding of standard methodologies.
• Ability to implement associated organisational change.
• ITIL 4 Foundation Certification.