Deputy Director - Outbound Communication Automation & Voice Services (IT Service Owner)

In HMRC, we are creating a dynamic, customer centric and data-driven organisation with a culture that focuses on and significantly invests in the continual development of our people. To meet the challenges of bringing in more tax, closing the tax gap, reducing costs and improving the customer experience, we need to evolve our approach, using smart data analysis and state of the art technology to drive customer led solutions.
Our IT methodology to achieve this is quite simple – work collaboratively across the organisation to simplify tax and reduce customer effort through an engaged and efficient organisation in order to exceed revenue targets.
In Chief Digital and Information Office (CDIO) we are undergoing a major operating model transformation to pivot our operation to focus more on services. The Chief Digital Product Office will play a key part in delivering this change, with Service aligned teams collaborating across CDIO and the business to define the future technical roadmap and transformation plan.
Service Owners will own the strategic roadmap and delivery of the end to end lifecycle of their Portfolio IT services.
For the right candidate, this is a broad, demanding and truly fascinating role. I look forward to considering your application and to welcoming the successful candidate to our team., The Outbound Communication & Automation Service role is a pivotal position, leading a technology enablement department focused on delivering a reliable, sustainable, and relevant outbound communication, automation and telephony services. It is centred around a multitude of supporting products and applications to help simplify the Outbound Communication, Automation and Telephony experience. The role will oversee the definition and implementation of technology strategy, have physical accountability for managing the tech that underpins the Service and be responsible for owning and managing the relationship with the business. The service owner will be accountable for the quality of the service, having portfolio view of Outbound Communication, Automation & Telephony and managing the end-to-end provision of a service that includes multiple products, platforms, and channels to the ultimate benefit of the end user.
Main duties
+ Develop and drive the strategy for Outbound Communication, Automation & Telephony translating and interpreting business needs to drive change and innovation that transforms its component services.
+ Work with the business to inform the strategic direction of products and services for Outbound Communication, Automation & Telephony working with Service Owners in their teams and cross governmentally when appropriate to drive change and ensure the Portfolio is being managed and developed in line with wider business priorities, including managing the complexity of that automation platform sitting in CPO.
+ Set clear objectives and stretching targets for direct reports and agreeing and creating career development plans.
+ Own the strategic roadmap of the end-to-end lifecycle of a portfolio of IT products and capabilities that underpin business services, be responsible for ensuring the maintenance of the live service occurs and their continuous improvement; based on the architectural frameworks from Chief Technology & Design Office, the wider business strategy, and the future Target Operating Model.
+ Lead and mobilise groups of Service Owners/Product Managers in the delivery of their end-to-end lifecycles, roadmaps, and budgets across a collection of IT Products and Services. Define and implement growth strategies that support new ways of working, aligning, and driving consistency across Products and Platforms.
+ Own the delivery, optimisation, and strategic performance of the end-to-end lifecycle of a Portfolio of IT Services to the customer, including responding to and balancing organisational priorities, ensuring design and delivery is customer led, delivering measurable business value, and making the best choices for HMRC in line with business objectives.
+ Forge relationships and collaborate with other government departments, industry experts, wider ITILv4, IT4IT, COBIT and other practice owners to share knowledge and drive continuous improvements in working practices.
+ Influence the supplier roadmap and provide a senior interface to support partnership working, driving innovation and additional value from contracts whilst managing ongoing service and delivery performance, promoting mutually beneficial partner relationships – forging strategic relationships and resolving contractual disputes to drive continuous improvement., + A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.
+ A Statement of Suitability explaining how your personal skills, qualities and experience demonstrate effective delivery of the essential criteria. Wherever possible include specific facts and figures that demonstrate the tangible results of your work. (Maximum of two A4 pages long)
Your CV and Statement of Suitability should reflect your most relevant and recent skills and experience in relation to the role. Therefore, we recommend that each document is no more than two A4 pages long.
Interview:
You will be asked to attend an interview for a more in-depth discussion of your previous experience and professional competence.
We will also ask you to prepare a 5-minute verbal presentation. Details will be issued in advance of your interview.
Interviews are expected to take place week commencing 13/01/2025 and will be held virtually via Microsoft Teams (full instructions will be issued prior to interview).
Regardless of the outcome, we will notify all candidates as soon as possible once all interviews have concluded.
All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Feedback will only be provided if you attend an interview or assessment.
This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.
As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

The successful applicant will need to demonstrate relevant experience and effective delivery of the following essential criteria.
Essential Criteria:
+ Demonstrable experience of developing a business strategy in a large organisation
+ Proven understanding of underlying technologies and platforms that support outbound communication, automation and telephony services. This includes knowledge of architecture, design and implementation.
+ Proven understanding of business context and be able to align technology solutions with organisational goals and priorities
+ Demonstrable skill managing change, communicate the benefits of new initiatives and address potential challenges.
+ Proven ability to lead and empower diverse teams across multiple locations, fostering a positive and inclusive culture while driving performance and development.
+ Demonstrable skill in building and maintaining strong relationships with internal and external stakeholders, including complex supplier ecosystems, to deliver successful outcomes.

Alongside your salary of £76,000, HM Revenue and Customs contributes £22,017 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role
+ An environment with flexible working options
+ A culture encouraging inclusion and diversity
+ A Civil Service pension with an employer contribution of 28.97%