Job Description
About the job
Job summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
HMRC is one of the UK's largest and most digitally advanced organisations, delivering services that support millions of customers and businesses every day. Through ambitious digital transformation, we're creating simpler, faster and more reliable services that improve customer experiences and enable colleagues to work more effectively.
The Chief Digital and Information Officer (CDIO) Group plays a critical role in this transformation, designing, delivering and operating some of the UK's most important digital services. As a Service Owner, you'll be at the forefront of ensuring these services remain resilient, secure and customer-focused while continually evolving to meet changing business and user needs.
This is an exciting opportunity to lead strategic service management across complex digital products, influencing decisions at a senior level and driving continuous improvement across services used at national scale.
Job description
As a Service Owner, you will be accountable for the end-to-end performance, operation and continuous improvement of one or more critical digital services. You will provide strategic leadership, ensuring services deliver value for users while remaining sustainable, secure and operationally effective.
Person specification
Key responsibilities
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, 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.
For more information on where you might be working, review this information on our locations (opens in a new window)
These sites are:
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 HMRC's Moves Adjustment Payment guidance.
Benefits
Alongside your salary of £71,725, HM Revenue and Customs contributes £20,778 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.
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
How to Apply
As part of the application process, you will be asked to provide the following:
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV.
At full sift your CV and 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
During the panel interview, to assess your knowledge, experience and suitability for the role, you will be asked to prepare a 5 minutes Presentation, further details on the remit of the presentation will be provided should you be invited to interview. You will also be asked experience - based questions to explore what you are capable of.
Interviews will take place virtually 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. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: - 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.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.
. click apply for full job details
Job summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
HMRC is one of the UK's largest and most digitally advanced organisations, delivering services that support millions of customers and businesses every day. Through ambitious digital transformation, we're creating simpler, faster and more reliable services that improve customer experiences and enable colleagues to work more effectively.
The Chief Digital and Information Officer (CDIO) Group plays a critical role in this transformation, designing, delivering and operating some of the UK's most important digital services. As a Service Owner, you'll be at the forefront of ensuring these services remain resilient, secure and customer-focused while continually evolving to meet changing business and user needs.
This is an exciting opportunity to lead strategic service management across complex digital products, influencing decisions at a senior level and driving continuous improvement across services used at national scale.
Job description
As a Service Owner, you will be accountable for the end-to-end performance, operation and continuous improvement of one or more critical digital services. You will provide strategic leadership, ensuring services deliver value for users while remaining sustainable, secure and operationally effective.
Person specification
Key responsibilities
- Owning the overall performance, reliability and availability of up to 140 live digital services.
- Developing and delivering service strategies, operating models and service roadmaps that support organisational priorities.
- Driving continuous service improvement through data, user insight and performance analysis.
- Leading service governance, risk management and operational assurance activities.
- Managing live service budget and financial performance, ensuring effective use of resources and value for money.
- Building and maintaining effective supplier and commercial relationships to support service outcomes.
- Acting as the senior escalation point for major incidents, service risks and operational challenges.
- Working collaboratively across product, delivery, architecture, security and operational teams to optimise service performance.
- Defining, monitoring and improving key service metrics, including KPIs, SLAs and customer outcomes.
- Providing clear reporting and recommendations to senior leaders, enabling informed decision-making.
- Championing service excellence, resilience and customer-centric delivery across the organisation.
- Significant experience owning and leading multiple complex live digital services delivering critical business outcomes.
- Demonstrable experience improving service performance through data, insight and evidence-based decision making.
- Strong leadership and stakeholder management skills, including influencing senior leaders and multidisciplinary teams.
- Experience managing service risks, resilience, continuity and major operational incidents.
- Experience developing and delivering service strategies, operating models and service roadmaps.
- Experience managing budgets, forecasting and delivering value for money.
- Experience managing suppliers and commercial relationships to achieve service outcomes.
- Knowledge of ITIL v4 or equivalent service management frameworks.
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, 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.
For more information on where you might be working, review this information on our locations (opens in a new window)
These sites are:
- Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
- Telford Plaza, Telford - moving to Parkside Court, Telford
- Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford
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 HMRC's Moves Adjustment Payment guidance.
Benefits
Alongside your salary of £71,725, HM Revenue and Customs contributes £20,778 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.
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
How to Apply
As part of the application process, you will be asked to provide the following:
- A name-blind CV including your job history, previous experiences and qualifications.
- A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Key Responsibilities and Essential Criteria as outlined in the Person Specification.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV.
At full sift your CV and 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
During the panel interview, to assess your knowledge, experience and suitability for the role, you will be asked to prepare a 5 minutes Presentation, further details on the remit of the presentation will be provided should you be invited to interview. You will also be asked experience - based questions to explore what you are capable of.
Interviews will take place virtually 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. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: - 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.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.
. click apply for full job details
About HMRC