Debt Management & Liabilities IT Service Owner - HMRC - SCS1

In HMRC, we are creating a dynamic, customer centric and data-driven organisation with a culture that focuses on and significantly invests in the continual development of our people. To meet the challenges of bringing in more tax, closing the tax gap, reducing costs and improving the customer experience, we need to evolve our approach, using smart data analysis and state of the art technology to drive customer led solutions. 

Our IT methodology to achieve this is quite simple – work collaboratively across the organisation to simplify tax and reduce customer effort through an engaged and efficient organisation in order to exceed revenue targets. 

In Chief Digital and Information Office (CDIO)  we are undergoing a major operating model transformation to pivot our operation to focus more on services. The Chief Digital Product Office will play a key part in delivering this change, with Service aligned teams collaborating across CDIO and the business to define the future technical roadmap and transformation plan.

Service Owners will own the strategic roadmap and delivery of the end to end lifecycle of their Portfolio IT services.

Job description

The Debt Management & Liabilities IT Service Owner role is a pivotal position, leading a technology enablement department focused on delivering a reliable, sustainable, and relevant Debt Management & Liabilities service centred around a multitude of supporting products and applications to help simplify the Debt Management & Liabilities experience. The role will oversee the definition and implementation of technology strategy, have accountability for managing the tech that underpins the Service and be responsible for owning and managing the relationship with the business. The service owner will be accountable for the quality of the service, having portfolio view of Debt Management & Liabilities and managing the end-to-end provision of a service that includes multiple products, platforms, and channels to the ultimate benefit of the end user. The role requires a special set of skills that will provide value to the customer, organisation, and the taxpayer.

Responsibilities & Tasks:

• Develop and drive the strategy for Debt Management & Liabilities, translating and interpreting business needs to drive change and innovation that transforms its component services.
• Work with the business to inform the strategic direction of products and services for Debt Management & Liabilities, working with Service Owners in their teams and cross governmentally when appropriate to drive change and ensure the Portfolio is being managed and developed in line with wider business priorities
• Own the strategic roadmap of the end-to-end lifecycle of a portfolio of IT products and capabilities that underpin business services, be responsible for ensuring the maintenance of the live service occurs and their continuous improvement; based on the architectural frameworks from Chief Technology & Design Office, the wider business strategy, and the future Target Operating Model.
• Lead and mobilise groups of Service Owners/Product Managers in the delivery of their end-to-end lifecycles, roadmaps, and budgets across a collection of IT Products and Services. Define and implement growth strategies that support new ways of working, aligning, and driving consistency across Products and Platforms.
• Own the delivery, optimisation, and strategic performance of the end-to-end lifecycle of a Portfolio of IT Services to the customer, including responding to and balancing organisational priorities, ensuring design and delivery is customer led, delivering measurable business value, and making the best choices for HMRC in line with business objectives.
• Forge relationships and collaborate with other government departments, industry experts, wider ITILv4, IT4IT, COBIT and other practice owners to share knowledge and drive continuous improvements in working practices.
• Influence the supplier roadmap and provide a senior interface to support partnership working, driving innovation and additional value from contracts whilst managing ongoing service and delivery performance, promoting mutually beneficial partner relationships – forging strategic relationships and resolving contractual disputes to drive continuous improvement.
• Set clear objectives and stretching targets for direct reports and agreeing and creating career development plans.

Person specification

The successful applicant will need to demonstrate relevant experience and effective delivery of the following essential criteria.

Essential Criteria:

• Proven experience leading a technology enabled department within a large and complex organisation, to deliver a reliable and sustainable debt management and liabilities service
• Proven understanding of technology and its application in the field of debt management and liability. This includes knowledge of architectural frameworks, ITIL and other relevant standards
• Demonstrable experience in managing the end-to-end lifecycles of IT products and services
• Proven ability to lead and empower diverse teams across multiple locations, fostering a positive and inclusive culture of trust and autonomy.
• Experience of developing roadmaps for IT business services, influencing supplier roadmaps and provide senior interface
• Demonstrative ability of successful stakeholder management and building relationships across a range of senior communities, internal and external, often without direct authority