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Job description

The Head of IT Business Service: Customer, Analytics and Insights Role is a pivotal new role, leading a technology enablement department focused on delivering a reliable, sustainable and relevant set of technology solutions centered on using customer insights and data analysis to influence tax policy and design solutions choices.

The role will be the single point of contact, driving how technology can influence the understanding of customers, impact tax administration, analysis & decision making, intersecting business leaders to build technology strategy, prioritising disparate business requirements, as well as leading the delivery of cost effective technology solutions and services to solve present & future business needs.

Key responsibilities:
  • Establishing and maintaining excellent relationships with the senior business stakeholders

  • Ensure technology change is business-led, with the aim of developing a technology strategy for the business

  • Combining business partnering, annual portfolio development, in-year programme management and financial responsibility to align to the business function

  • Primarily supporting Customer, Analytics & Insights but could also include support of, or a combination of, the following areas:
    o Indirect Taxes
    o Direct Taxes
    o Policy Driven Change
    o Custom, Borders and International Trade

  • Being the face of IT on business senior leadership teams and accountable for providing technology consultancy and understanding of current and future business technology demand and its impact on the existing technology landscape

  • Understanding and articulating the digital potential to the business in an exciting and passionate manner

  • Leading technology enablement of the strategy for this business function being a thought leader on SAS, Data Science, Data Engineering, CRM etc., executing plans and roadmaps around the strategy to deliver a large-scale technology transformation

  • Overall responsibility for the delivery of multiple technology solutions across large programmes and agile teams - being accountable for resourcing, management, reporting and coordination. Leading and inspiring multi-disciplinary digital and technology teams and suppliers. Building and operating a highly capable, high performing team utilising both internal and external resources as well as external service providers

  • Delivering digital transformation at pace; navigating through challenges, a complex environment and ambiguity to achieve significant improvements for the business

  • Accountable for end to end service including championing live service performance as run by matrixed teams

  • Ensuring that security, compliance and other governance requirements are built into the core of any new/changed services in conformance with overarching security, risk and governance frameworks and standards

  • Driving organisational change and alignment, partnering cross-functionally with business leaders

  • Adopting a portfolio view to run end-to-end services which will include multiple products and channels operating at scale and providing the connection between multidisciplinary business areas and stakeholders

  • Technology analysis, requirements, information and data gathering within a process area

  • A member of the CIO Leadership team and other relevant business leadership teams

  • Being the single point of responsibility or contact for the process area assigned and managing relationships (internal and with strategic solution partners), shaping, demanding, and ensuring outcome delivery, in the most compliant way

    Person Specification
    This is the criteria you will be assessed against during the selection process:

    Essential Criteria:
  • Senior stakeholder and relationship management, working with diverse groups and users, winning hearts and minds, and educating users, understanding their priorities, concerns and drivers

  • Strong leadership qualities and the ability to inspire a culture of innovative solution design

  • Demonstrable project and programme management experience, delivering complex technology, business, digital and cultural transformation at pace in corporate or public sector environments

  • Business analysis skills - eliciting and analysing requirements to improve process, products, services and software

  • Proven experience delivering cultural and technology transformation in a policy driven or highly regulated environment

  • Enterprise, digitally enabled and technically innovative business transformation of corporate functions. Significant experience obtained in complex technology/business operational service delivery
    or at scale technical programme management to deliver innovative and cutting-edge solutions

  • Excellent knowledge and understanding of end-to-end business service development and implementation. Solid experience of agile and iterative ways of working and cutting-edge technologies and building business analysis capabilities

  • Tangible experience of supplier management and developing senior relationships with technology service providers to deliver cost-effective end-to-end business services

  • Experience of managing, motivating, building and developing technical teams both collectively and individually, and of achieving positive cultural change

  • An understanding of strategic issues and is an authority on business services development life-cycle and typical problems associated with the implementation of technology solutions, from initial concept through programme development and implementation to service operation and support

  • Being a team player with excellent communication and interpersonal skills

    Desirable Criteria:
  • Practical experience leading a business intelligence/analytics function and the use of SAS

  • Customer relationship management technologies and engagement practical exposure



    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 pass basic security checks .

    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

    You will be asked to submit a CV setting out your career history, with key responsibilities and achievements alongside a Statement of Suitability (no longer than two pages) outlining how your personal skills, qualities and experience provide evidence of your suitability for the role.

    This must be submitted no later than 23:59 on 21st July.
    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
    IT & Telecoms
    Job Position
    IT/Systems Manager
    London, UK Show on map
    Post date
    Closing date

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