Operating Model Manager

About The JobJob 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. As an Operating Model Manager, you will work as an internal consultant helping HMRC's Chief Digital and Information Office (CDIO) strengthen how it delivers value across technology services, digital products, and platforms. You will lead large and complex pieces of work end-to-end: shaping the problem, running rapid diagnostics, designing practical options, aligning stakeholders and getting changes implemented so teams can adopt and sustain them. This is not "advice-only" consulting - you will stay with the work through to outcomes. CDIO is moving to a Products and Platform-based organisation, with value delivered through Value Streams and a standard process framework. In this role, you will help make this shift real by clarifying accountabilities, improving governance and prioritisation, removing friction in delivery flow and making performance visible. This role suits someone who enjoys solving ambiguous problems, brings structured thinking, and has a strong bias for delivery. You will use evidence, data and insight to identify what is getting in the way of faster flow and effective delivery, then work with leaders and teams to improve operating model components (such as governance, processes, ways of working, tooling, culture, people and supply chain within CDIO). You will also help make improvements visible by identifying clear measures of progress and value (for example, clearer ownership, reduced cycle time and benefits tracking). Job Description At this level, you will deliver operating model improvement interventions across CDIO. You will work across operational and strategic priorities across a portfolio of engagements that improve how we define, govern, prioritise and continuously improve services, products and platforms. You will often lead workstreams where delivery is shared, setting direction, assuring quality, and supporting others to deliver work that is evidence-based and ready for senior decision-making. Person specificationYour Work Will Typically Include

• Diagnose and frame: run focused diagnostics (for example interviews, data review, and workflow/hand-off analysis) to build a clear "current state" picture, identify root causes, and design a clear "future state" and enabling transition(s) states.
• Design improvements using CDIOs service/product/platform model: develop practical design options that clarify service boundaries, product ownership, platform guardrails. Turn decisions into action through governance, operating rhythms, backlogs and simple measures.
• Improve product/service lifecycle flow: make flow visible across the service/product lifecycle, reduce hand-offs and delays and help teams manage dependencies between product, platform and enabling teams (for example architecture, security, commercial and finance).
• Mobilise, implement and embed: plan and deliver adoption activity so changes stick, teams sustain improvement and approaches can be scaled where appropriate.
• Evidence value and progress: define success measures and produce clear, concise reporting that shows whether decisions are progressing to implementation and improving outcomes (for example clearer ownership, reduced cycle time, improved throughput, better decision latency, benefits/value tracking).
• Build "intelligent customer" capability: facilitate workshops, coach leaders and colleagues and strengthen repeatable standards, artefacts and ways of working so teams can sustain continuous improvement beyond your engagement.

Essential Criteria

• Experience working with digital, technology, product or platform teams (or equivalent) to improve ownership, prioritisation, dependency management, and delivery flow.
• Experience using data and insight to define problems, design options and measure whether changes improved outcomes (for example, clearer ownership, reduced handoffs/cycle time, or benefits/value tracking).
• Experienced facilitator, able to handle difficult conversations and influence senior stakeholders with clarity and tact (including appropriate challenge) - while maintaining momentum, taking initiative and seeing work through to completion.
• Evidence of using/applying agile ways of working and continuous improvement methodologies (for example Lean, value stream mapping, flow metrics, OKRs) in the context of operating model transformation.
• Experience of applying operating model improvement approaches using systems thinking and/or behavioural science including evaluating whether interventions delivered intended outcomes.
• Experience working in or with large, complex organisations and cross-functional teams where trade-offs, constraints and competing priorities must be managed to drive change at pace.

Desirable Criteria

• Experience working in a consultancy-style environment (internal consultancy, delivery improvement team or external consulting), balancing multiple stakeholders and priorities.

Transitional Sites Information 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

• Telford Plaza, Telford - moving to Parkside Court, Telford
• Lynx House, Portsmouth - moving to an alternative office in Portsmouth

You will be given more information about what this means at the job offer stage. Leeds Locations 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. Behaviours We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Seeing the Big Picture

Benefits Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 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 hear from our insiders or visit Thinking of joining the Civil Service Things you need to knowArtificial 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 This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience. 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 and previous experiences. Your CV should cover up to a maximum of your last 4 roles. The word limit for each role is 150 words. You should outline the key responsibilities and any significant achievements.
• A 750-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 Essential Criteria and Person Specification outlined in the advert.

Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview. 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 Personal Statement. 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. InterviewRequired During the panel interview, you will be asked Behaviour-based questions to explore, in detail, what you are capable of. You will also be required to deliver a 5 minute PowerPoint presentation. Your experience and suitability for the role will be assessed against the following question: "Can you describe a time when you have developed and implemented a complex improvement to a product & platform operating model?" 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: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - 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. Sponsorship We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship. The HMRC app can help you with your application The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier. If successful in your application, you will need your National Insurance number for the onboarding process. Download the HMRC app now and save your National Insurance number to your digital phone wallet. How to download the HMRC app and sign up for an account Download the free HMRC app from the App Store or Google Play store. If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID. You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition. You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services . Reserve List A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account. Merit List After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location. Criminal Record Check Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy. Hybrid working at HMRC HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time). Reasonable Adjustments We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. If you need a change to be made so that you can make your application, you should: Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs. Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional. Technical Support If you are experiencing problems that cannot be resolved by our ' help ' section, then technical support is available. You will receive a reply in 2 working days. Important information for existing HMRC contractual homeworkers This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the 'location preferences' section that you can travel to. Terms and Conditions Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations (opens in a new window) . The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations. Questions relating to an individual application must be emailed as detailed later in this advert. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. New entrants will join on the minimum of the pay band. Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract. If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK . Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality Requirements This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window) . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) . Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicantsJob Contact

• Name : Ellie Amos
• Email : ellie.amos@hmrc.gov.uk

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk . Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.