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Job description

Reporting directly to the Director for Operational Excellence (OE) and working to support activity throughout HMRC Customer Services, the Deputy Director, Service Management plays a key role in supporting OE's accountabilities to deliver a demanding portfolio of business support, technology and change services.

Key responsibilities Include:
  • Trusted Change and Business Partner to Customer Service Group's operational directorates.
  • Leading a team of Operational Business Partners as the single point of contact with Operational Leaders and their teams, maintaining an integrated view of OE service delivery both within and across each of the operational directorates.
  • Providing a single point of contact for consultancy and change, commissioning services from expert functions as required to support business delivery and improved performance.
  • Collaborating with OE and wider delivery teams on the full range of services provided to each operational directorate, to ensure that overall service support and change delivery is effectively integrated and meets business needs and expectations.

    This is a key leadership role across Customer Services Group (CSG). You will work closely with Customer Service Directors and, as part of the Operational Excellence leadership team, build a culture that focusses on exceptional delivery through:

  • Excellent relationship management skills and deep understanding and awareness of business priorities.
  • Effective representation of operational directorates in business and change planning activity.
  • End to end ownership of the service provided by OE to each operational directorate within Customer Operations.
  • Providing 'voice of the customer' and 'voice of the business' insights to drive analysis which supports targeted, evidence-based, interventions to improve customer experience and business performance.
  • Prioritisation, commissioning and service oversight of business support and change delivery to operations across the portfolio of OE services.
  • Alignment of intra-directorate and cross-directorate change plans and benefits profiles (customer, business, colleague and financial).

    The Deputy Director, Service Management will need to work collaboratively with OE SLT to integrate this function with the wider portfolio of OE services. Key to this will be a willingness to engage with partners, stakeholders and internal colleagues to bring about new ways of working to deliver an industry leading service.

    Person Specification
    The successful candidate will be an experienced leader who has a proven track record of leading and driving engagement in a fast paced, dynamic environment, including exemplary skills in service management to drive up the (internal) customer experience.

    You will also be able to demonstrate:

  • Strong awareness of the wide range of change and service related activities that OE provides to support CSG Operations.
  • Awareness of Customer Support Model and Business Model Canvas / Strategy frameworks.
  • Technical capability in change/continuous improvement, demonstrating the ability to build staff capability and embed improvement activity across a large and complex business.

  • Expertise in defining and building service standards and client/partner relationships.
  • Strong collaboration and influencing skills with the ability to build an effective network of key stakeholders quickly.
  • The ability to gain commitment, trust and support to delivery amongst colleagues and provide insight about both the business and customer demand.



    Civil Service pension schemes may be available for successful candidates.

    Things you need to know


    Successful candidates must pass a disclosure and barring security check.

    Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check .

    Nationality statement

    Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules .

    If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

    Selection process details

    To apply for this post, you will need to complete the online application process which includes completing the application form as outline below.

    This should be completed no later than 23:59 on Sunday 4th August.

    1. 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.
    2. A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the criteria in the person specification.

    Failure to submit both (CV and Statement of Suitability) will mean the panel only have limited information on which to assess your application against the criteria in the person specification.

    Please ensure that both documents contain your full name.

    Should you encounter any issues with your online application please get in touch with us on: Jashim.Ahmed@hmrc.gov.uk

    If you do not receive acknowledgement of your application within 48 hours via the automated system, please contact us.

  • A panel, including the hiring manager, will then assess your application to select those demonstrating the best fit with the role by considering the evidence you have provided against the criteria set out in the 'Person Specification' section. Failure to address any or all of these may affect your application.
  • A decision is expected to be made by Friday 16th August and all shortlisted candidates will be advised of the outcome shortly afterwards.

  • If you are shortlisted, you may be asked to take part in a series of assessments which could include psychometric tests and a staff engagement exercise. These assessments will not result in a pass or fail decision. Rather, they are designed to support the panel's decision making and highlight areas for the panel to explore further at interview.
  • You will then be asked to attend an interview in order to have a more in-depth discussion of your previous experience and professional competence. This will also include an exercise and presentation.
  • Full details of the assessment process will be made available to shortlisted candidates.
  • The assessments will take place between 19th August and 6th September with interviews held during w/c 9th and 16th September 2019.
  • Regardless of the outcome, we will notify all candidates as soon as possible.
  • We will send you a copy of any report for any assessment that you may have undergone as part of the recruitment process (where applicable).
    Feedback will only be provided if you attend an interview or assessment.

    Nationality requirements

    Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .


    Candidates in their probationary period are eligible to apply for vacancies within this department.

    Working for the Civil Service

    The Civil Service Code 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 .

    The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

  • Industry
    Job Sector
    Customer Service
    Job Position
    Customer Services Manager
    £68,000.00 - £90,000.00
    London, UK Show on map
    Post date
    Closing date

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