Head of User Services

Recruiter
HMRC
Location
Leeds, UK
Salary
Competitive
Posted
24 Aug 2019
Closes
09 Sep 2019
Ref
1243681889
Contract Type
Permanent
Hours
Full Time
Background
This is an exciting time for HM Revenue & Customs as we continue to implement our ambitious plans to transform our IT and digital Services. HMRC will become one of the most digital organisations in the UK and the plan is to be much bolder; by 2020 we will be one of the most digitally advanced tax authorities in the world.
Who are we?
Mobility and Workplace Services is a Delivery Group within HMRC's Chief Digital Information Officer Group (CDIO) and is the area responsible for the continued provision of the right tools and IT environment. We help develop a flexible working culture and workforce with the skills and capability to do their job.
Job Role
As the Head of User Services, you'll be accountable for setting the vision and strategy for End User Services which incorporates management of the service desk, assistive technology capability and our service portfolio (100+ end user services) ensuring that processes are customer-centric and meet user needs.
Responsibilities
You will be responsible for:
* The management, monitoring and development of Mobility and Workplace Services portfolio of End User Services.
* Supplier management/relationships for all of our services.
* Developing and driving the Assistive Technology strategy to support the aspiration to be governments most outstanding department for end user experience.
* Supporting the strategy to develop the IT Service Desk to achieve world-class status in this capability.
* Leading a team of around 300 staff with various skill sets and roles, ensuring adequate resource capacity.
* Representing end user services at a senior level and acting as a point of contact for business partners.
Essential Criteria
Extensive experience in developing and leading an IT operations team in a large, complex IT environment with a diverse customer base.
* Demonstrable experience in leading multiple teams across multiple locations.
* In depth experience of building and handling service relationships at all levels up to Director level.
* Will be a leader with demonstrable experience of landing cultural and process transformation in operational teams.
* Practical experience of building and maintaining solid relationships through times of change.
* Meaningful interaction and ability to maintain integrity while handling multiple tasks
* ITIL foundation qualification.
Desired Criteria
* ITIL practitioner or equivalent preferred
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

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