Associate Platform Operations Manager (Live Services)

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Enterprise Integration Services (EIS) are at the heart of the HMRC Chief Digital Information Officer (CDIO) group. EIS manage HMRCs core integration services, taking care of over a billion transactions every year and connecting hundreds of HMRC services and platforms.

EIS provide platforms for delivering Application Programming Interface (API) access and File Transfer (FT) capability to HMRC Systems.

We provide artefacts and support for API customers (software developers and Other Government Departments) to build and manage authorised software that seamlessly integrates with HMRC digital services.

We use modern open-source products and work in an Agile way to deliver flexible, effective integration solutions. We are also transforming our legacy services into cloud-based platforms.

EIS Platform Operations manage the EIS IT services across multiple platforms and channels, ensuring service availability, performance, and process maturity across this landscape.

You will lead a team of IT Platform Associate Managers (Service Managers) across all aspects of Service Management, assuring performance and delivering continuous improvement.

You will have a record of using your own initiative to good effect and making fact-based decisions on service management and support issues. You will be a credible, influential, and encouraging team-player. You will also be proactive, a confident communicator with good people skills and a dedication to continuous improvement in self and others.

This role involves being lead Service Manager on call. EIS has a Departmental Working Agreement whereby the out of hours working are Monday to Friday 6pm to 8am and Saturday and Sunday all day. This is normally 1 week in every 4 weeks.

This is an exciting opportunity for someone with recent experience in a similar role who enjoys working in a dynamic, multifaceted environment.

What makes EIS Live Services particularly engaging is the chance to lead within a high-profile, fast-paced setting where operational resilience is essential.

The role brings together service stability, governance, supplier management and continuous improvement, supporting critical services that the business depends on every day.

It is both challenging and rewarding, requiring strong collaboration, confident decision-making and a consistent focus on ensuring services remain safe, resilient and effective.

Strategic leadership and management of a team of specialists, coaching and mentoring them to improve their development.

• All aspects of IT Service Management; including change / incident / problem management / risk management.
• Performance management of EIS services and platforms.
• Excellent communication skills and stakeholder engagement.
• Assisting with the transition of services from on premise to the cloud and working to bring services in house in line with the current HMRC CDIO Target Operating Model.

Essential Criteria

• Building collaborative and effective working relationships with business partners at all levels.
• Measuring and managing service and supplier performance, including process improvement.
• Qualified to at least ITIL 4 Foundation.
• Experience in Service Level Management including Change Management and the processes involved in managing live services/platforms.
• Experience in stakeholder/supplier management.
• Familiarity with Service Now.

Transitional Sites

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, its 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:

• Telford Plaza, Telford - moving to Parkside Court, Telford

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 HMRCs Moves Adjustment Payment guidance.