Service Governance Lead

H M Revenue & Customs
Telford, UK
Closing date
14 Oct 2020

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Technology & New Media
Contract Type
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HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.

This is an exciting time to join an organisation that probably doesn't work how you'd imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it. here

We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.Job descriptionOur role sits within HMRC's Chief Digital & Information Group (CDIO) we're increasingly delivering in-house through our growing network of digital delivery centres - hi-tech, state-of-the-art facilities across the UK.

This role sits within a wider Enterprise Cloud Services (ECS) team that is transforming and expanding to enhance its HMRC Cloud Centre of Excellence offering. It is a diverse team of 80+ individuals, creating a dynamic and inclusive working environment whose skills cover Architecture, Development, Service Design, Operation and Governance.

The Service Governance Lead is responsible for setting the vision and strategy for Cloud service Governance, ensuring processes are owned and effective.

This role has been developed to drive compliance across all teams within the newly created Enterprise Cloud Services (ECS) organisation and to provide ownership for the Service Governance procedures.

You will be responsible for accepting products and services into live operational support and expected to execute several functional responsibilities including Deputising for the Head of the Service Area.

The Service Governance Lead will be expected to execute several functional responsibilities including Deputising for the Head of the Service Area.

This role aligns to the DDaT profession where it is titled Head of IT Service Management.

ResponsibilitiesAs the Service Governance Lead for ECS you will be responsible for a small team of people running a wide range of Cloud governance functions.

This includes:
• Risk and Issue Management
• Performance Management
• Incident and Problem Management
• Continual Service Improvement
• Service Acceptance and Service Pipeline Management
• Knowledge Management
• Overall Service Governance process development

You will be leading a team responsible for the primary ITIL functions as listed above.

You will lead and work in a team and environment where processes and operating models are still being created and maturing, being able to take an active part in that development.

Reporting to the Head of Service, this role is primarily focussed on leading and managing a team delivering the functions listed above.

You will be:
• The point of escalation for all issues related to the functions listed above
• Directly responsible to the Head of Service for the effective running, improvement and in some instances the creation of these functions
• Managing in a fast-moving environment with significant degrees of both change and uncertainty.

This role will suit an individual whose knowledge and experience spans most if not all of the ITIL lifecycle. Ideally with experience of interpreting ITIL in a modern Agile Cloud based environment.

Furthermore, you will have strong management and leadership skills, being able to effectively work with and through others. Being able to help and mentor others in order to share your knowledge and experience throughout the team.

Essential criteria:
• Management experience in the ITIL functions as defined above
• Process creation and evaluation experience
• Proven people management skills
• ITIL qualification above 'foundation'

Desirable criteria:
• Practical experience of enacting ITIL framework principles in an Agile Cloud environmentBenefits• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

If you are applying for a role in an office within a regional center location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department's Daily Travel Assistance guidance.

Please also find attached 'Your little extras booklet' for further information.
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