Head of Business Relationship Management (Jobshare) at HM Revenue and Customs in United Kingdom

About the job

• Benefits
• Things you need to know
• Apply and further information

• Location
• Belfast - Carne House
• Birmingham Regional Centre - Arena Central
• Bristol Regional Centre - 3 Glass Wharf
• Cardiff Regional Centre - Ty William Morgan
• East Kilbride - Queensway House
• Edinburgh Regional Centre - Queen Elizabeth House
• Glasgow Regional Centre - Atlantic Square
• Leeds Regional Centre - Wellington Place
• Liverpool Regional Centre - Water Street
• Manchester Regional Centre - Three New Bailey
• Newcastle Upon Tyne - Benton Park View
• Portsmouth - Lynx House
• Telford - Plaza 1 and 2
• Worthing - Teville Gate House

Please note that due to workforce controls, posts in Liverpool and Newcastle are only available to existing HMRC staff already based in these locations

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.

A Head of Business Relationship Manager leads engagement with directorate groups, other senior leaders, and service owners to ensure their complex needs are understood, prioritised, and incorporated into directorate plans. They ensure that progress is communicated throughout the early stages of the end-to-end Change Lifecycle process.

They are responsible for ensuring that strategic change initiatives and services are met and communicated to wider stakeholders. Fostering relationships with senior service owners to support their business customers with their key challenges to drive real business value.

A Head of Business Relationship Manager will lead and orchestrate the BRM squads to support their customers, ensuring that changing business demands are effectively met and that resources can flex across squads to support.

They make a positive impact on the business through aligning with senior managers and business strategy, increased efficiency, and improved communication (through better understanding of customer needs and championing departmental commitment to continual improvement). They help to orchestrate requirements gathering and feasibility assessments of business challenges, supporting the prioritisation of business initiatives in line with IT strategy.

Job description

Important Information:

This is a fantastic opportunity to set direction within a job share partnership.

You will be working 22 hours (0.6 FTE) Monday - Wednesday to complement the existing job share.

As part of the G6 job share, alongside 3 other G6's, the five of you will co-lead ~ 35 people, including direct line management of 3 G7s.

There will be an opportunity to talk to your potential jobs share partner ahead of submitting your application, who is referenced in the contact details at the bottom of this advert. It is strongly encouraged to reach out, including “job share application – Head of BRM” in the subject field.

Person specification

Key Responsibilities

As a Head of Business Relationship Manager, you will:

• Lead CDIO’s collaboration with respective Service Owners and Directorate Groups to drive change initiatives.
• Cultivate positive relationships with senior stakeholders. Maintaining relationships with Service Owners and Director Generals. Collaborate closely with Service Owners to mediate between business and CDIO priorities.
• Collaborate with and influence senior stakeholders to enhance the business value delivered from new or existing services and products.
• Understand the long-term needs of the business, drives and promotes a future state in line with CDIO strategy and communicates this to relevant stakeholders.
• Triage customer group business change: orchestrating CDIO resources to shape business change and ensure they are tracked and visible to impacted teams across BRM squads.
• Lead a cross product BRM team, provide comprehensive service views, and aid in portfolio and product/platform level planning.
• Ensure BRMs maintain an outcome focus that results in technology adoption, delivery, and measurable business value for HMRC from their technology investments.
• Build strategies for the proactive management of demand of services and capabilities within the organisation. Creates policies and procedures for how demand will be managed and the governance, prioritisation and resource decision making processes.
• Maintain an awareness of the global needs of the whole enterprise and promote a vision of the benefits of and a common approach to demand management.
• Communicate and embed strategic management via objectives, accountabilities, and monitoring of progress.
• Establish wide networks to build technical insight and strategic knowledge.
• Adhere to CDIO Chief Operating Office practices, processes and standards ensuring compliance and performance metrics are met.
• Mentor and upskill the BRM team, instilling a culture of accountability, collaboration, business strategy comprehension, and technical skill development in business analysis and agile project management.
• Contribute to the definition and implementation of the organisation's governance framework and processes.

Essential Criteria:

• User Focus : Demonstrate experience in meeting the needs of users across a variety of channels, bring insight and expertise in how user needs have changed over time to ensure they're met by the business.
• Strategic Thinking : Define strategies and policies, providing guidance to others on working in the strategic context and apply thinking to provide the best service for the end user. Evaluate current strategies to ensure business requirements are being met and exceeded where possible.
• Stakeholder relationship management (IT operations) : Determine strategic vision and direction, positively influence and communicate recommendations persuasively to important stakeholders.
• Service reporting : Use your data analytics skills to enhance business performance.
• Service focus : See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
• Technical : Show a thorough understanding of the technical concepts required for the role and be able to explain how these fit into the wider technical landscape.
• Service management : Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Ownership and initiative : Take accountability for issues that occur and be proactive in searching for potential problems.
• Continual service improvement : Analyse current processes and identify and implement opportunities to optimise them.

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 include:

• Telford Plaza, Telford - moving to Parkside Court, Telford
• Lynx House, Portsmouth – moving to an alternative office in Portsmouth
• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle

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

Leeds Locations

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Changing and Improving
• Leadership
• Seeing the Big Picture

Benefits

Alongside your salary of £71,725, HM Revenue and Customs contributes

£20,778 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

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.

How to Apply

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

• A name-blind CV, where you can describe your employment history. Include information like job titles, employers, dates of employment, responsibilities, and key achievements, for each role (max 3 roles and 100 words per role )
• A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience from your career reflect the essential criteria of the role, using specific examples from your career were you can.

Sift

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

In the event of a large number of applications, we may opt to complete a pre-sift on your CV only. Those who pass pre-sift will have their full application reviewed.

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

Interview

The interview will be up to 1 hour in duration and will be held by a 3-person panel.

During the panel interview, you will be asked 4 behaviour-based questions and some experience-based questions. Behaviours below, you can use the link to the Civil Service success profiles to learn more about the behaviours.

Behaviours:

• Communicating and Influencing
• Changing and Improving
• Leadership
• Seeing the Big Picture

When answering you will be required to provide a specific instance from your career which demonstrates the technical skill, experience, or behaviour in question.

You would be advised prepare specific examples from you career in advance.

You will be advised to apply the STAR (Situation, Task, Action, Result) technique when delivering examples. You would be encouraged to prepare demonstratable examples of y