HMRC - Service Delivery Manager

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CREST (Compliance and Risk Engineering Solutions Team) sits within Risk and Intelligence Service Analysis and is responsible for the management and development of Connect, the Department’s award-winning strategic data analytics, intelligence and risking platform. Connect has recently been expanded as part of a Program of enhancements, resulting in the number of users rising rapidly. Further improvements are planned, and the team is looking to welcome new colleagues.
Connect is a key element of HMRC’s ongoing enforcement and compliance activity. This remains the department’s risking solution as Strategic Risking is developed. We are reliant upon the development and exploitation of Connect to deliver the stretching Departmental targets over the next few years.
These capabilities form the foundation stone of future compliance activity, and these services enable £billions in yield annually. CREST provides a flexible, multi-functional, multi-skilled data analytics function and is part of HMRC’s professional Risk & Intelligence capability. Industry leading risking / data analysis tools and techniques are used to provide business insight into HMRC’s customer populations for sponsors within HMRC.
Over the next few years, Connect is going to have a programme of enhancements to create further efficiencies and ensure the successful delivery of more compliance cases across CCG, CREST is recruiting a Service Delivery Manager to manage the service we provide to our customers throughout this period of change., As the Service Delivery manager, you will be managing and developing a service operating model and support desk function for Connect Service Offerings, looking to continuously improve the current approach to service delivery by understanding customer's & user's requirements and proactively solving issues through collaboration with the user-community.
Key Responsibilities
Live Service
+ Work with CDIO colleagues to ensure that Connect runs smoothly and react quickly and efficiently when issues arise.
+ Establish working practices with users and technical colleagues to ensure issues are captured, addressed, updated and resolved.
+ Actively work with key stakeholders to improve the level of service provided to users.
Issue Resolution
+ Act as the first point of escalation within CCG for Connect related issues.
+ Provide subject matter expertise, solving problems professionally by gathering evidence, assessing risks and using data to support decisions.
+ Work closely with the Change Delivery Lead to deliver updates on service issues in a standardised way, communicating essential service information to Connect stakeholders.
Leadership
+ Lead a team of Service Desk agents, providing dedicated resource to ensure Connect services are maintained.
+ Work closely with the People Manager to ensure Service Desk agents develop the skills and have the tools to deliver their roles effectively.
Additional Duties
+ Build upon recommendations from a recent Service Desk review, bringing key improvements into the live service model.
+ Represent CREST at Connect governance and user groups.
+ Collaborate with the IDRS service desk lead to ensure flexibility across CREST service desk offerings., We'll assess you against these behaviours during the selection process:
+ Managing a Quality Service
+ Changing and Improving
+ Making Effective Decisions

Technical skills
We'll assess you against these technical skills during the selection process:
+ A 5-minute presentation. The subject of the presentation will be confirmed should you be selected for interview., We recommend that your CV includes the last 5 roles of employment history, plus any other roles that you feel are relevant.
Sift
In the event of a large number of applications being received, an initial sift may be held on the CV.
At full sift your Personal Statement will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
If your application is shortlisted, you will be invited to a video-based interview.
During the panel interview you will be assessed on your experience, strengths and the following behaviours:
+ Managing a quality service
+ Changing and Improving
+ Making Effective Decisions
You will also be asked to deliver a 5-minute presentation. The subject of the presentation will be confirmed should you be selected for interview.
This will be via Microsoft Teams with a panel of up to 3 people and will last up to 60 minutes. We will assess you against strengths and the listed behaviours.
This is an example of a strengths-based question:
“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”
There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
Interviews will take place via video link. Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake, please contact us via: ubsrecruitmentexcellence@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Merit List
After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
+ Contact the UBS Recruitment Excellence Team via ubsrecruitmentexcellence@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Additional Security Information
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
Important information for existing HMRC contractual homeworkers:
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window)., Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

+ Demonstrable knowledge of Service Management principles, practices and processes.
+ Experience of service delivery in a technical environment.
+ Experience of implementing new and improvements to existing operational processes and functions.
+ Proven ability to develop processes to meet user needs in a fast-paced delivery environment.
+ Ability to provide a quality service to stakeholders.
+ Ability to motivate and lead teams towards a common shared goal.
+ Experience addressing issues and resolving conflict.
+ SC level security cleared or willing to undergo vetting.
Desirable Experience
+ Experience managing a service during large periods of change.
This role is not eligible for sponsorship. You will need to meet the minimum UK residency period as determined by the level of security vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you do not have a minimum of 5 years consecutive residency in the UK then your application will be rejected., This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills., + An anonymised CV detailing your job history (200 words per role), relevant qualifications, previous skills, experience and key achievements.
+ A 500-word Personal Statement which should illustrate your experience and suitability for the role using evidence and examples from your previous work to clearly demonstrate how you meet the key responsibilities and Essential Criteria in the advert.

Alongside your salary of £46,977, HM Revenue and Customs contributes £12,683 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
+ Pension - We make contributions to our colleagues’ Alpha pension equal to at least 27% of their salary.
+ Family friendly policies.
+ Personal support.
+ Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service