Associate Platform Operations Manager

Job summary

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Are you interested in joining a team where you will work across one of the largest IT estates in Europe and support large scale transformation? 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.

This role sits within the Chief Digital Information Officer (CDIO) Network Services Team. We have recently undergone a major transition to a Network Managed Service Provider (MSP) and this role will be key in supporting its success.

The Team is responsible for the Platform Management of HMRC Network infrastructure including Wide Area Network, Datacentre Networks, Campus Networks (including Wi-Fi) and Network Security.

Job description

The Associate Platform Operations Manager is responsible for overseeing and leading on the technical infrastructure, operations and maintenance aspects of a platform.

In this role, you will support the Lead Platform Operations Manager who is accountable for the delivery of Networks Live Service to HMRC and be responsible for the operational management of IT services delivered by the MSP, ensuring this delivery aligns to the platform operational needs with the broader CDIO and HMRC strategies.

You will work closely with service level management, commercial, strategic business partners, finance, security, delivery areas and service owners to provision timely and accurate reporting for supplier performance. Additionally, there will be the opportunity to contribute to planning platform change as the IT infrastructure adapts to meet business needs and emerging technology.

Person specification

Responsibilities

• Platform Operations & Maintenance: Oversee day-to-day operations of the platforms. Manage maintenance tasks, upgrades and patches, focusing on platform scalability and security with the Network Managed Service Provider (MSP).
• Risk & Incident Management: Identify potential risks to platform performance and develop strategies to mitigate the proactively. Work with the Networks MSP regarding the resolution of incidents to minimise down time, overseeing root cause analysis.
• Major Incident Management: Support the Major Incident Management Process for Network Services, utilising knowledge gained through your understanding of the environment and the service offerings delivered.
• Strategic Planning & Implementation: Support the development of long-term plans for platform evolution. Contribute to projects involving platform enhancements, modernisation, or the integration of new technologies.
• Performance Monitoring & Optimisation: Continuously monitor performance and implement improvements. Identify trends with data-driven insights and recommend operational enhancements for the platform.
• Security & Third-Party Management: Regularly review security protocol and address vulnerabilities. Oversee the quality and performance of external vendor contributions, ensure they also meet security and compliance standards.

Essential Criteria

• Ability to build and maintain strong relationships through times of challenging interaction.
• Analytical skills to identify and interpret trends and recommend continual improvement.
• Good all-round communication and presentation skills to all levels of seniority including ability to create in non-technical language.
• Influencing skills and a willingness to take ownership and responsibility of actions.
• Willingness to complete Contract Management training.
• Due to the nature of this role and access to secure information. The successful candidate must hold a valid SC clearance or have a willingness to undertake the process to obtain the relevant SC.
• Good knowledge of IT services within a Network Services environment, with the ability to identify and escalate service delivery issues appropriately.
• Proficient in the use of Microsoft 365 applications, including Teams, Excel, Word and PowerPoint, to support effective communication, data management and business delivery.
• Experienced in producing and reviewing reports and documentation, with strong attention to detail and a commitment to maintaining accuracy and quality standards.

Desirable Criteria

• Good knowledge of IT services within a Network Services environment, with the ability to identify and escalate service delivery issues appropriately.
• Experience of Service Now or similar delivery platforms.
• Experience of Managing External Suppliers.

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.

Office Closures

For more information on where you might be working, review this information on our locations .

If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

These sites are:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford - moving to Parkside Court, Telford

You will be given more information about what this means at the job offer stage.

Qualifications

ITIL 4 Foundation qualification (or higher)

Benefits

Alongside your salary of £45,544, HM Revenue and Customs contributes

£13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

How to Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including Job history and Previous Skills and Experience details. Please cover your job history up to your last 4 previous roles, relevant to the role being advertised with 100-150 words max per role.
• A 1000-word Personal Statement evidencing your suitability for the role, focussing on the Person Specification and how you meet the Essential Criteria.

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.

Further details around what this will entail are listed on the application form.

Sift

In the event of a large number of applications being received, an initial sift may be held on the CV.

At full sift your CV and Personal Statement will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, you will be assessed on Experience.

Interviews will take place via video link. Sift and interview dates to be confirmed. Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form . Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application .

Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.

Sponsorship

We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.

The HMRC app can help you with your application

The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.

If successful in your application, you will need your National Insurance number for the onboarding process.

Download the HMRC app now and save your National Insurance number to your digital phone wallet.

How to download the HMRC app and sign up for an account

Download the free HMRC app from the App Store or Google Play store.

If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services .

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Merit List

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and