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- Tasks: Lead the delivery of innovative Contact Centre solutions from start to finish.
- Company: Join HMRC, a key player in government services with a focus on innovation.
- Benefits: Enjoy a hybrid work model, competitive pay, and opportunities for professional growth.
- Other info: Be part of a collaborative team that values transparency and continuous improvement.
- Why this job: Make a real impact by driving complex projects in a dynamic environment.
- Qualifications: Experience in delivery management and strong leadership skills required.
The predicted salary is between 55000 - 65000 £ per year.
The Delivery Lead is accountable for the end‑to‑end delivery and transition to live service of the Contact Centre as a Service (CCaaS) solution. The role provides senior delivery leadership across the full delivery lifecycle, spanning Discovery, Design, Build, Integration, Test, Migration and GoLive. The postholder operates as the senior authority for delivery management, ensuring HMRC and supplier teams are aligned to a clear, outcome‑focused delivery approach. They embed DDaT Product and Delivery professional standards, establish effective governance, and create the conditions for teams and suppliers to deliver at pace and with quality in a complex, multi‑supplier environment. The role assures delivery performance, manages material risks and dependencies, and ensures the solution meets HMRC’s operational, commercial, technical and assurance requirements for a safe and successful go‑live.
Key Responsibilities
- Own and drive the end‑to‑end delivery approach, ensuring readiness across people, technology, processes, governance and commercial arrangements.
- Provide strategic delivery leadership across multiple workstreams (Commercial, PMO, OCM, CDIO, OE, Finance), ensuring a coherent and integrated delivery model.
- Define, establish and lead delivery governance and ways of working, including delivery reviews, stand‑ups, sprint events and stage‑gate decisions.
- Act as the primary senior delivery interface with the incoming supplier, setting expectations, establishing structured governance, and ensuring effective onboarding and collaboration.
- Work with key stakeholders to ensure smooth delivery across Discovery, Design, Build, Integration, Test, Migration and GoLive, maintaining a clear, evidence‑based delivery plan and oversight of the critical path.
- Oversee and assure supplier and internal delivery performance, resolving complex delivery issues, challenging assumptions and enforcing contractual milestones and acceptance criteria.
- Own delivery‑level risks, issues and dependencies, ensuring effective mitigation and timely escalation of material risks to senior governance forums.
- Ensure design, build and test activities align with architectural standards, integration requirements, security policies and HMRC readiness criteria.
- Collaborate with stakeholders to manage integration and testing activities, ensuring end‑to‑end service validation, effective management of environments, data flows and technical dependencies.
- Be accountable for operational readiness, working with OCM, operational leads and service management to ensure people, processes and technology are ready for live running.
- Provide clear, authoritative reporting and advice to senior boards, SROs and Directors, enabling confident, evidence‑based decision making.
- Ensure delivery activities align with Government assurance processes and HMRC governance standards, supporting internal and external reviews as required.
- Act as a senior leader within the Product Delivery profession, embedding disciplined delivery practices, transparency and continuous improvement across HMRC and supplier teams.
- Carry out a full and controlled handover, ensuring comprehensive knowledge transfer.
Delivery Lead in London employer: HM Revenue & Customs
Contact Detail:
HM Revenue & Customs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Delivery Lead in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on a Delivery Lead role!
✨Tip Number 2
Prepare for interviews by practising your delivery stories. Think about your past experiences where you’ve led projects from start to finish. Be ready to showcase how you’ve tackled challenges and ensured successful outcomes.
✨Tip Number 3
Research the company and its culture. Understand their approach to delivery management and be prepared to discuss how your experience aligns with their needs. This shows you’re genuinely interested and can hit the ground running.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might just be perfect for you. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace Delivery Lead in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Delivery Lead role. Highlight your experience in end-to-end delivery and any relevant leadership roles you've held. We want to see how your skills align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific projects where you've demonstrated strategic delivery leadership and how you’ve tackled complex delivery issues.
Showcase Your Governance Experience: Since governance is key in this role, make sure to highlight any experience you have in establishing delivery governance and ways of working. We’re looking for evidence of your ability to lead structured governance and ensure effective collaboration.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at HM Revenue & Customs
✨Know the Delivery Lifecycle Inside Out
Make sure you’re well-versed in the end-to-end delivery lifecycle, especially for CCaaS solutions. Brush up on each phase from Discovery to GoLive, and be ready to discuss how you've successfully navigated these stages in past roles.
✨Showcase Your Leadership Skills
As a Delivery Lead, your leadership will be key. Prepare examples that highlight your ability to lead cross-functional teams, manage stakeholders, and drive alignment across multiple workstreams. Think about specific challenges you faced and how you overcame them.
✨Understand Governance and Risk Management
Familiarise yourself with governance frameworks and risk management strategies relevant to delivery management. Be prepared to discuss how you’ve established effective governance in previous projects and how you’ve managed risks and dependencies.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills in complex environments. Practice articulating your thought process and decision-making approach when faced with delivery challenges, ensuring you can demonstrate your strategic thinking.