Associate Platform Operations Manager

Job summary

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This role sits within the Chief Digital Information Officer (CDIO) Network Services Team. We have recently undergone a major transition to a Network Managed Service Provider (MSP) and this role will be key in supporting its success.

The Team is responsible for the Platform Management of HMRC Network infrastructure including Wide Area Network, Datacentre Networks, Campus Networks (including Wi-Fi) and Network Security.

Job description

The Associate Platform Operations Manager is responsible for overseeing and leading on the technical infrastructure, operations and maintenance aspects of a platform.

In this role, you will support the Lead Platform Operations Manager who is accountable for the delivery of Networks Live Service to HMRC and be responsible for the operational management of IT services delivered by the MSP, ensuring this delivery aligns to the platform operational needs with the broader CDIO and HMRC strategies.

You will work closely with service level management, commercial, strategic business partners, finance, security, delivery areas and service owners to provision timely and accurate reporting for supplier performance. Additionally, there will be the opportunity to contribute to planning platform change as the IT infrastructure adapts to meet business needs and emerging technology.

Person specification

Responsibilities

• Platform Operations & Maintenance: Oversee day-to-day operations of the platforms. Manage maintenance tasks, upgrades and patches, focusing on platform scalability and security with the Network Managed Service Provider (MSP).
• Risk & Incident Management: Identify potential risks to platform performance and develop strategies to mitigate the proactively. Work with the Networks MSP regarding the resolution of incidents to minimise down time, overseeing root cause analysis.
• Major Incident Management: Support the Major Incident Management Process for Network Services, utilising knowledge gained through your understanding of the environment and the service offerings delivered.
• Strategic Planning & Implementation: Support the development of long-term plans for platform evolution. Contribute to projects involving platform enhancements, modernisation, or the integration of new technologies.
• Performance Monitoring & Optimisation: Continuously monitor performance and implement improvements. Identify trends with data-driven insights and recommend operational enhancements for the platform.
• Security & Third-Party Management: Regularly review security protocol and address vulnerabilities. Oversee the quality and performance of external vendor contributions, ensure they also meet security and compliance standards.

Essential Criteria

• Ability to build and maintain strong relationships through times of challenging interaction.
• Analytical skills to identify and interpret trends and recommend continual improvement.
• Good all-round communication and presentation skills to all levels of seniority including ability to create in non-technical language.
• Influencing skills and a willingness to take ownership and responsibility of actions.
• Willingness to complete Contract Management training.
• Due to the nature of this role and access to secure information. The successful candidate must hold a valid SC clearance or have a willingness to undertake the process to obtain the relevant SC.
• Good knowledge of IT services within a Network Services environment, with the ability to identify and escalate service delivery issues appropriately.
• Proficient in the use of Microsoft 365 applications, including Teams, Excel, Word and PowerPoint, to support effective communication, data management and business delivery.
• Experienced in producing and reviewing reports and documentation, with strong attention to detail and a commitment to maintaining accuracy and quality standards.

Desirable Criteria

• Good knowledge of IT services within a Network Services environment, with the ability to identify and escalate service delivery issues appropriately.
• Experience of Service Now or similar delivery platforms.
• Experience of Managing External Suppliers.

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

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, it’s 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:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford - moving to Parkside Court, Telford

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

Qualifications

ITIL 4 Foundation qualification (or higher)

Benefits

Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

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 28.97% 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