Head of Command and Control (Head of IT Service Management)
| Dyddiad hysbysebu: | 08 Ionawr 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 16 Ionawr 2026 |
| Lleoliad: | United Kingdom |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | HMRC |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
Job description
As a Head of Command and Control you will be responsible for the live running of Borders and Trade systems on a day to day basis. Shaping strategy roadmaps, integration and building the capability of the team supporting product ways of working.
HMRC is 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.
Person specification:
B&T Live Services ensures stability, resilience, and operational excellence across HMRC’s live platforms. We manage end-to-end service operations, including Incident, Change, Problem, and Risk Management, to maintain availability and performance while proactively mitigating risks. Our team leads major incident resolution, service mapping, and capacity planning to minimise business and customer impact.
We also oversee Release and Implementation Management, 24/7 Operations using advanced monitoring, and smooth onboarding of new services. Working closely with suppliers and commercial teams, we manage budgets, forecast operational costs, and maintain governance to deliver uninterrupted, high-quality services.
Responsibilities:
Build and maintain strong relationships with senior stakeholders to improve IT services and manage service impacts.
Lead Live Service Ownership across products, ensuring stability, resilience, and operational excellence.
Manage major incidents to minimise business and customer impact, driving swift restoration.
Oversee Incident, Change, Problem, and Risk Management, including service mapping and performance monitoring.
Ensure service availability, capacity, and performance, proactively mitigating risks.
Coordinate Release and Implementation Management, including approvals and testing evidence.
Manage supplier relationships, budgets, and cost forecasting in collaboration with commercial and finance teams.
Senior On Call cover Mon>Fri 24/7 as part of a senior leader team rota.
Essential Criteria:
Proven experience as a Live Service Owner for Critical National Infrastructure (CNI) services.
Expertise in managing major incidents, problem investigations, and day-to-day live service operations.
Strong leadership in managing service management and technical teams.
Ability to work at pace on complex systems with national and international impact.
Skilled in stakeholder engagement across departments, suppliers, and external partners.
Demonstrated financial and commercial acumen, including budget management and contract oversight.
Desirable Criteria:
Knowledge of customs systems, border and trade processes, and HMRC estate monitoring tools.
Experience managing agile environments using tools such as JIRA and Confluence.
ITIL Foundation certification and understanding of organisational culture, policy, and reporting frameworks.
As a Head of Command and Control you will be responsible for the live running of Borders and Trade systems on a day to day basis. Shaping strategy roadmaps, integration and building the capability of the team supporting product ways of working.
HMRC is 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.
Person specification:
B&T Live Services ensures stability, resilience, and operational excellence across HMRC’s live platforms. We manage end-to-end service operations, including Incident, Change, Problem, and Risk Management, to maintain availability and performance while proactively mitigating risks. Our team leads major incident resolution, service mapping, and capacity planning to minimise business and customer impact.
We also oversee Release and Implementation Management, 24/7 Operations using advanced monitoring, and smooth onboarding of new services. Working closely with suppliers and commercial teams, we manage budgets, forecast operational costs, and maintain governance to deliver uninterrupted, high-quality services.
Responsibilities:
Build and maintain strong relationships with senior stakeholders to improve IT services and manage service impacts.
Lead Live Service Ownership across products, ensuring stability, resilience, and operational excellence.
Manage major incidents to minimise business and customer impact, driving swift restoration.
Oversee Incident, Change, Problem, and Risk Management, including service mapping and performance monitoring.
Ensure service availability, capacity, and performance, proactively mitigating risks.
Coordinate Release and Implementation Management, including approvals and testing evidence.
Manage supplier relationships, budgets, and cost forecasting in collaboration with commercial and finance teams.
Senior On Call cover Mon>Fri 24/7 as part of a senior leader team rota.
Essential Criteria:
Proven experience as a Live Service Owner for Critical National Infrastructure (CNI) services.
Expertise in managing major incidents, problem investigations, and day-to-day live service operations.
Strong leadership in managing service management and technical teams.
Ability to work at pace on complex systems with national and international impact.
Skilled in stakeholder engagement across departments, suppliers, and external partners.
Demonstrated financial and commercial acumen, including budget management and contract oversight.
Desirable Criteria:
Knowledge of customs systems, border and trade processes, and HMRC estate monitoring tools.
Experience managing agile environments using tools such as JIRA and Confluence.
ITIL Foundation certification and understanding of organisational culture, policy, and reporting frameworks.