Overview
In this role you will set the strategic direction and operational leadership for a portfolio of testing, assurance, analytics and stakeholder services that underpin major digital services. You’ll oversee External Test Services, ensuring stable environments, governance and insights to inform decisions. You’ll lead a multidisciplinary team, manage risks and drive continuous improvement to deliver reliable, secure services for internal and external users. This is a senior, data-driven leadership position shaping service performance and customer experience within HMRC’s CDIO group.
Pay / Benefits
- Flexible and Hybrid Working
- Generous leave 25–30 days
- Civil Service pension contributions
- Coaching and development
- Family friendly policies
- Wellbeing and personal support
Responsibilities
- Lead the delivery of External Test Services ensuring stability and alignment with business needs
- Provide leadership and line management for a multidisciplinary team
- Maintain operational oversight of testing, assurance, analytics, governance, and communications services
- Ensure service performance management using data, monitoring and reporting
- Manage operational risks, incidents and service issues with mitigation activities
- Build relationships with internal/external stakeholders, suppliers and delivery partners
- Oversee service assurance, release readiness, governance and compliance
- Drive continuous improvement to enhance quality, resilience and customer experience
- Provide strategic and operational advice to senior leaders using performance metrics
- Ensure resource planning and prioritisation across the service portfolio
- Promote learning, collaboration, innovation and accountability
- Represent the function at governance forums and leadership discussions
Key requirements
- Significant experience managing technical testing, assurance or pre-production services for complex digital platforms
- Strong technical understanding of APIs, service integrations and operational service management
- Experience using monitoring and analytics tools (e.g. Kibana/Elastic, Power BI) to drive performance and data-led decisions
- Proven leadership and people management experience
- Strong stakeholder management and collaboration across technical teams, suppliers and business partners
- Track record of managing operational risk, service assurance and continuous improvement
- communication and influencing
- stakeholder engagement
- leadership and people development
- APIs
- service monitoring and analytics platforms
- incident management
Head of IT Service Management (Service Owner) in Worthing employer: United Kingdom Government
At HM Revenue and Customs, we pride ourselves on being an exceptional employer that fosters a culture of inclusivity, collaboration, and continuous professional development. As a Senior Business Analyst, you will have the opportunity to lead transformative projects in a dynamic environment while benefiting from flexible working arrangements and a commitment to employee growth. With a focus on meaningful work and a supportive team atmosphere across various UK locations, HMRC is dedicated to helping you thrive in your career.
