HMRC - Senior Major Incident Manager

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Would you love to work in a role where no two days are the same?
Do you enjoy working at pace and the challenges of major incident management?
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.
For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.
Our role sits within our Customer Experience and Bridge Operations (CE&BO) team within Service Management & Operations (SM&O) part of the Chief Digital & Information Group (CDIO).
SM&O are accountable for the end-to-end service of HMRC’s IT Systems & Services, and our focus is ensuring a consistent, excellent Customer Experience. We work closely with the other platform groups and their partners to bring IT Systems and Services together.
The Customer Experience and Bridge Operations team monitor IT services and infrastructure across the estate, 24 hours per day, 7 days per week, 365 days per year. Located across two sites, Newcastle, and Telford to provide robust business continuity, the Team is critical to the facilitation and management of Major IT Incidents posing a significant risk or reputational damage to HMRC colleagues and/ or customers.
This is an exciting opportunity for candidates with expertise in leading major incident management, to enhance their career. Working in a large, complex, government IT estate that supports critical national infrastructure, you will develop and consistently deliver Major Incident Management processes to a high standard., As a Senior Major Incident Manager, you will be responsible for leading a team of Major Incident Managers (MIM) located in our Telford office. Travelling regularly between sites, you will be responsible for the resourcing of the MIM team, which includes both day and 24/7 shift staff. You will ensure a robust succession plan is in place to achieve the team’s objectives.
Accountable for high impacting incidents, you will ensure they are robustly managed in line with processes, whilst maintaining focus on quick resolution. In parallel ensuring clear, concise communications at pace, tailored to diverse audiences and managing senior expectations effectively.
The Senior Major Incident Manager is required to bring all roles together across the Bridge for the benefit of our customers.
Keeping customers both internal and external at the heart of everything we do, even when faced with uncertainty and pressure., Be an expert in the major incident function, take ownership of the process and ensuring it is fit for purpose.
+ Lead the team in effective management of all incidents to a quick resolution.
+ Effectively prioritise and allocate resource to major incidents, leading on them when required.
+ Review and prepare communications, bespoke reports, briefings, and updates to senior leaders and press office.
+ Set and drive communications standards, ensuring others embrace, develop, and maintain these in practice.
+ Responsible for robust delivery of major incidents consistent with CDIO and HMRC strategic objectives.
+ Actively participate in major incident follow-up activities, such Post Incident Reviews.
+ Ensure major incident Service Level Agreements are met or exceeded, driving a culture of continuous improvement.
+ Develop and manage relationships across the HMRC estate, working collaboratively to improve IT services.
+ Lead, promote, and embed a culture of inclusion, engagement, and delivery through others whilst role modelling exemplar leadership behaviours to the highest standard., Your CV should cover your job history and qualifications which will be scored against the roles and responsibilities outlined in the advert. You should include how you meet the essential criteria and why you are suitable for the role within the skills and experience section.
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake, please contact us via: ubsrecruitmentexcellence@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.
Sift
At full sift your CV will be assessed, with the successful candidates being invited to interview.
Interview
During the panel interview, your experience will be assessed against the application to explore in detail what you are capable of and how you meet the essential criteria required. We will ask questions that let you demonstrate your experience and skills relevant to the role. We will also discuss what you can bring to the role and ask you to talk through examples of your accomplishments.
Feedback will only be provided if you attend an interview or assessment.
Interviews will take place via video link.
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.
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.
After interview, a single merit list will be created, and appointments will be made in strict merit order until the set demand is filled in each location. If successful, you will be informed which locations are available when we reach your position on the merit list.
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.
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 Excellence Team via ubsrecruitmentexcellence@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.
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 and want everyone to feel valued and supported to achieve their potential., 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.
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.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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.

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)., 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. 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.

Due to operational needs, the requirement of this role is to work between the hours of 7am to 7pm Monday to Friday, with these hours being shared with another Senior Major Incident Manager.
There is also a requirement to travel between our Newcastle and Telford sites at least once a quarter.
Successful candidates will be expected to remain in post for a minimum of 12 months before considering internal moves within the grade of G7. This does not apply to applications on promotion to the next grade(s). We are looking for someone with experience of leading Major Incident resolution in a large multi-functional organisation, along with an understanding of both business and service impacts.
+ A strong and effective leader, experienced in leading teams in a fast moving and challenging environment. Self-motivated, resilient, and comfortable with working proactively and reactively.
+ A confident communicator, able to effectively set your tone immediately for both business and technical audiences and comfortable delivering reports and briefings to senior leaders.
+ You will thrive in a team environment and quickly be able to build up strong working relationships with your team across both locations., You will have experience and understanding of:
+ Leading significant cross cutting departmental major incidents to resolution in a fast-moving environment.
+ Considerable professional working experience of handling multiple stakeholders to deliver resolution of major incidents.
+ Demonstrable experience of partnering with the business and senior management, with the ability to take a holistic approach, to ensure IT services are protected.
+ Exemplar communication and interpersonal skills with a proven ability to communicate effectively and professionally with all stakeholders.
+ Evidence of ability in applying quality standards and driving continuous improvement in processes.
+ Proficient in leading, managing and building effective multi discipline teams, with a strong passion for motivating others.
The security of our work means that only individuals who have also resided in the UK for the last 5 years can be considered for this post. You will need to obtain full UK Security Check Vetting for this position and this is a condition of remaining in post.
Desirable Criteria:
+ Knowledge of how a business service is supported by their IT.
+ IT Service Management experience within a large organisation and an understanding of standard methodologies.
+ ITIL V4 Foundation with a fundamental understanding of the Major Incident Management function or ITIL 4 Practitioner Incident Management or ITIL 4 Specialist Monitor, Support and Fulfil.

Alongside your salary of £54,439, HM Revenue and Customs contributes £14,698 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
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 27% 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.