About the job

Job summary

Background

Are you interested in joining a team where you will work across one of the largest IT estates in Europe and support large scale transformation? If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world. 

This role sits within the Chief Digital Information Officer (CDIO) Enterprise Platform Services (EPS) Network Services Team. We have recently undergone a major transition to a Managed Service Provider and this role will be key in supporting its success.

The Team

The Team is responsible for the Service Management of core HMRC infrastructure including Wide Area Network, Legacy Data Centre, connectivity to Crown Hosting Data Centres, Office Local Area Network Infrastructure (including Wi-fi) and Office Cabling

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

Job description

The Role

As a Supplier Manager you will support the Managed Service Provider (MSP)/WAN Supplier Management Lead who is accountable for the delivery of Live Service to HMRC and be responsible for the operational governance of IT services delivered by the supplier, ensuring this delivery forms part of an end-to-end service consistent with the objectives and strategy of the HMRC Customer Groups.

You will be managing this contract in line with the Supplier Management Practice principles, standards, and processes along with external regulations such as GDPR.

You will work closely with commercial, strategic business partners, finance, security, service level management, delivery areas and service owners to provision timely and accurate reporting for supplier performance.

Person specification

Key Responsibilities - Day to day you will:

• Work as a trusted advisor to the supplier by providing advice & guidance when required.
• Ensure the supplier delivers to expectations monitoring and driving the supplier to deliver against ITSM Process deliverables and all associated KPIs.
• Identifying and managing risk
• Review supplier performance reports to ensure the supplier delivers to expectations and challenge where appropriate.
• Support Major Incident Management Process, utilising knowledge gained through your understanding of the environment and the service offerings the supplier delivers.
• Carry out ITSM trend analysis to ensure supplier delivery is in line with agreed practises and highlight any failings to drive continual improvement.
• Work closely with the wider Service Management team to ensure the successful delivery of the Network Service provided by the supplier.
• Manage operational obligations.
• Support the development of the Supplier Management Practice.

Essential criteria

You will need to demonstrate within your application the following essential experience.

• Ability to build and maintain strong relationships through times of challenging interaction to benefit the delivery of Network Services.
• Analytical skills to identify and interpret trends and recommend continual improvement.
• Good all-round communication and presentation skills to all levels of seniority including ability to create in non-technical language.
• Influencing skills and a willingness to take ownership and responsibility of actions.
• Willing to complete mandatory Contract Management training at Practitioner/ Expert level
• Due to the nature of this role and access to secure information. The successful candidate must hold a valid SC clearance or have a willingness to undertake the process to obtain the relevant SC.

Desirable

• A broad knowledge of the IT Services delivered within a Network Services environment and the ability to know when to intervene or escalate if this is not being delivered.
• Experience of Service Now or similar delivery platforms.
• Experience of Managing External Suppliers.
• Confident user of MS Product set including Teams, Excel, Word, and Power Point.
• A strong background in creation of reports & review of documentation, with a keen attention to detail.
• Knowledge of Risk Management and Risk Analysis.
• Problem-solving skills when analysing issues and coordinating associated parties to a resolution.
• Experience of ITIL4, preferably qualified to at least Foundation level.

Benefits

Alongside your salary of £42,618, HM Revenue and Customs contributes £11,506 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

For the first stage of the application, you will be asked to submit your CV and complete a 1250-word Personal Statement outlining what you can bring to the role. Please base your Statement around the Key Responsibilities and Essential criteria, as listed in the advert.  

The CV will consist of 2 elements: Job History & Qualifications. 

In the Job History section provide details of your current and previous roles including a brief description of the duties. Match this to the Key Responsibilities listed in the advert. 
In the qualification section include any relevant qualifications you have. 
 
The panel will sift all applications to create a list of candidates to invite to interview. 

Should you be invited to an interview, we will discuss your previous job history & qualifications as detailed in your CV. We will also discuss what you can bring to the role and ask you to talk through examples of work accomplishments that are relevant to the role. 

Feedback will only be provided for candidates who attend an interview. 

We reserve the right to raise the score required at any stage of the process in order to manage numbers.

Interview dates to be confirmed. Interviews may be held by video via Microsoft Teams. 

A reserve list may be held for a period of 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.

Eligibility

To check that you are eligible to apply, review this eligibility information

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, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to. 

Reasonable Adjustments 

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. 

If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible.

Diversity and Inclusion

At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.

For more information on how we make this happen, review this information on our culture and values

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.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

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. 

The Civil Service runs 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. 

Locations 

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.

Security Update

For more information on the level of security checks we will carry out, review this information on security checks

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

Further Information

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. 

Duplicate applications for the same vacancy will also be withdrawn.

Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk

Problems during the application process 

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. 

If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact hmrcrecruitment.grs@cabinetoffice.gov.uk at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.   

Please use the subject line to insert appropriate wording e.g. Please re-open my application - 329839 & vacancy closing date 26/12/2023. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.

For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). 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.