Lead Platform Operations Manager

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Have you got experience of leading a multi-skilled Operations team in an Enterprise Data environment?

Do you have experience in running a diverse team of Product Operations Specialists, and leading direction and strategy in a large operations team?

We are looking for a strong teammate who can effectively and sensitively handle the expectations, and meet the needs of, a range of customers with multiple and sophisticated drivers.

Within HMRCs Chief Data Office (CDO), specifically in the Data Platform Services (DPS) team we are redefining and growing a team of outstanding people to improve its Data Platforms offering.

We are already a diverse team of 120+ individuals, creating a dynamic and inclusive working environment whose skills cover Architecture, Engineering and Operation.

Operational Strategy & Leadership: Lead the development and implementation of strategies for optimising data platform operations. Guide teams in maintaining and enhancing infrastructure and platforms.

Risk & Compliance Management: Implement strategies to identify and mitigate potential Data Platform issues proactively.

Performance Monitoring & Improvement: Monitor performance metrics and implement data-driven strategies to improve efficiency, scalability and capacity. Drive continuous improvement initiatives that enhance operational processes, adopt new technologies and support future needs of the entire data platform services.

Modernisation & Integration: Lead the modernisation of platform infrastructure and optimising legacy systems.

Vendor & External Service Management: Manage relationships with third parties to deliver the Operational part of infrastructure, maintenance and operational needs of the data platform service. Support contract management, service-level agreements, vendor and supplier performance reviews.

You will:

• Lead the Data Operations function in DPS which will provide all the operations governance.
• Engage with CDIO functions to ensure service delivery commitments and customer obligations are defined and then successfully delivered.
• Work closely across the Data Platform Services group to ensure the delivery of exceptional customer experience, coordinating with support teams, customer success leads and engineering.
• Drive continuous improvement of the function adopting leading ITIL, data and cloud practices to ensure secure, resilient, responsive and customer centric service delivery. Identifying areas where automation or shift-left practices can improve efficiency and resilience.
• Co-ordinate with Service Management and Operations group to ensure operational teams comply with the delivery of services, ensuring internal SLAs, OLAs and KPIs are met or exceeded.

Essential Criteria

• Adept in setting and leading the strategic direction of diverse data platform operation needs.
• Proficient in managing risk and complying with regulatory standards and industry best practices.
• Capable in driving data-driven approaches to monitor and optimise performance, scalability and cost-efficiency.
• Able to lead the modernisation of infrastructure through multiple IT management methodologies.
• Competent in managing vendor and supplier relationships.
• Experience of service delivery at scale covering Data Platforms and associated services.
• ITIL certified and professional service operations experience. Preferably from a service manager background.  
• Track record of developing a service function, defining the vision, and leading the delivery efficiently.
• Demonstrate a driven and fearless approach to oversee change having the ability to design and lead a function that aligns with the priorities and goals of the wider business.
• Effective stakeholder management and ability to influence stakeholders to drive change at executive and operational levels.
• Ability to create and continuously improve processes and procedures to meet organisational needs.

Desirable Criteria

Ideally you will also have experience and understanding of:

• Advance degree in IT or relevant experience.
• Extensive experience in Data Platform or Operations Management.
• Demonstratable experience in modernisation of infrastructure.
• Experience with security and compliance protocols and regulatory requirements.
• Influencing customer attitudes, decisions, and actions for mutual benefit, with excellent partner management skills.
• Delivery of Continual Service Improvements through use of Automation, change and customer self-service components.

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

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.

For more information on where you might be working, review this information on our locations (opens in a new window)

These sites are:

• Telford Plaza, Telford - moving to Parkside Court, Telford
• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford

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

Leeds Location

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.