In 2015 HMRC committed to a highly ambitious plan to transform the tax system by 2020. The department is running multiple transformation programmes concurrently, which include making tax digital for individuals and business, developing the new Customs Declaration Service system, supporting the introduction of Universal Credit and the closure of its national network of offices and relocation to 13 large regional centres.
HMRC’s fundamental aim of using ‘digital’ is to boost the amount of tax it brings in, whilst also reducing cost and improving the customer experience. Much of the work is being driven out of HMRC’s CDIO unit, which is focused on digital delivery. You can find insights into some of the work it is carrying out on its blog.
However, two reports recently highlighted how the department’s transformation portfolio is coming under strain due to the demands placed on it by Brexit.
That being said, the roles advertised all focus on digital delivery to improve the customer experience, using data analysis and “innovative IT systems to ensure that customers get their tax affairs right from the outset”.
The positions advertised (among others) include:
Head of Business Services - Artificial Intelligence
The successful candidate will hold a senior position within HMRC’s CDIO unit and will have responsibilities that include:
- Establishing and promoting the use of AI services, whilst managing the development and implementation of CDOI change governance frameworks, standards, guidelines and procedures.
- Ensuring HMRC is “at the forefront of AI and machine learning advancements”.
- Will have overall responsibility for customer and agent facing AI, machine learning and natural language processing technology.
- Provide governance and oversight over all HMRC CDIO AI platforms and channels, to ensure coordination and alignment across all business verticals.
Those interested in the position have until the 12th May 2019 to apply, with interviews expected to be held on the week commencing 29th May.
Head of Enterprise Cloud Services
This role will be responsible for “delivering a secure, consistent and reliable framework of cloud-based services to be consumed across HMRC”. The chosen candidate will also be responsible for promoting the strategic shift in culture and ways of working “necessary to exploit cloud effectively”.
HMRC has highlighted the following key responsibilities as:
- Refining and iterating the training plan/approach for all of the team
- Own and expand new cloud services and cloud products
- Establish an end-to-end service management approach for cloud services - including a catalogue of services, roadmaps, service reviews and vendor management
- Provide support to the commercial and financial teams to establish a new financial operating model for how cloud services are consumed across HMRC
- Drive an approach to increase standardisation, automation and time to market with a predominantly self-service/subscription model.
The role will command a salary of up to £115,000 and applicants have until the 21st April to apply.
Head of Mobility and Workplace
HMRC has said that it is in the process of creating a “dynamic, agile technology organisation” and that it is also looking for a Head of Mobility and Workplace to work within the senior leadership of the CDIO. The successful candidate will be responsible for:
- Leading and coordinating CDIO technology mobility and workplace services, to help enable the HMRC customer groups and major programmes to deliver their core business technology services.
- They will be accountable for the CDIO Mobility and Workplace Service Design Authority with the responsibility for assuring that all CDIO solutions and business services can be operated, supported and maintained to meet the required customer and business outcomes.
- Accountable for managing the people and processes required for the monitoring, measurement, maintenance, reporting and continuous improvement of integrated technology services.
- Empowering the team to deliver
Again, the salary will be up to £115,000 and the closing date for applications is 21st April 2019.
Head of Voice Services
HMRC is also hiring for a senior leader that will be responsible for the end-to-end customer journey across all contact platforms, using technology and analytics to define contact strategy. The aim being to “provide a seamless customer experience at a personalised level”.
- Being able to articulate the vision, technology and architecture of voice services across the estate. Whilst also managing the provisioning, deployment, tuning and support of platforms, systems and technology ecosystems that comprise voice services/applications.
- The chosen candidate will also design and implement voice technologies that include smart assistants and voice biometrics.
- Develop a long term vision through organisational capability building and establish effective delivery models.
The salary being advertised is up to £100,000 for the position, with applicants having until the 12th May to submit their CVs.
Head of Networks
Unsurprisingly, given the nature of the above roles, HMRC CDIO is also seeking a new Head of Networks to enable the Customer Groups and Major Programmes to deliver their business technology services.
The chosen candidate will:
- Be accountable for leading and coordinating CDOI technology Networks Services
- Be responsible for the design, architecture and overall performance of the LAN, wireless and provision of network and other fundamental infrastructure resources.
- Ensure that all CDIO solutions and business services can be operated, supported and maintenance to meet the required customer and business outcomes.
- Be accountable for managing the people and processes required for the monitoring, measurement, maintenance, reporting and continuous improvement of integrated technology services; ensuring high levels of performance in these processes.
The closing date for applications is 21st April and the salary is being advertised as up to £115,000.
When a single organisation releases a bulk of job opportunities all sitting within its digital delivery unit, it can be quite telling. All indications would suggest that HMRC is gearing up for more change and is looking to boost its capabilities to do so.