Lead Change & Release Manager

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., This role sits within Enterprise Live Services, a dedicated IT Service Management function, responsible and accountable for the implementation and management of quality IT Services, that meets the needs of our business. The purpose of Enterprise Live Services is to provide a centre of excellence for IT Service Management practices across CDIO and provide a service-centric approach to protect and improve Live IT Services., The Lead Change Manager is responsible for the operational delivery of change enablement across HMRC's live services. This role ensures that technical changes to IT services are impact assessed, prioritised, scheduled, authorised, and implemented in line with governance processes. The postholder will lead the Change Advisory Board (CAB), manage operational escalations, and act as the primary decision-maker for technical change approvals.

This role is critical to ensuring the safe and effective delivery of technical changes across HMRC's live services estate.

The Lead Change Manager is responsible for operational change enablement, including governance, escalation management, and service continuity. The Lead Change Manager is embedded in the day-to-day change lifecycle and is accountable for ensuring that changes are assessed, authorised, and implemented in line with HMRC's governance standards., * Lead operational change enablement activities, including risk assessment, scheduling, and release coordination. * Act as escalation point for change-related incidents, ensuring resolution and lessons learned are captured. * Maintain change data accuracy and ensure audit trails. * Collaborate with Service Owners, Technical Leads, and Incident Managers to ensure change success and minimise service disruption. * Monitor and report on change success rates, rollback occurrences, and incident triggers linked to change activity. * Ensure compliance with HMRC's Service Management Framework and ITIL v4 standards. * Provide expert input into post-incident reviews and contribute to continual service improvement initiatives.

• Responsible for leading Period of Heightened Change Governance (PoHCA), Period of Restricted Change (PoRC) and Key Business Events from Change Enablement operational perspective., You will also be asked to prepare and deliver a Presentation, of up to 10-minutes, to further assess your knowledge, experience and suitability for the role. Further details on the remit of the presentation will be provided in advance should you be invited to interview., 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., 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.

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., * 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)
• 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, 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.

Do you have experience in ServiceNow?, Have you got knowledge of Change Enablement processes?

Can you lead and develop diverse and geographically separated teams?

Are you great at building relationships with key partners?, We are seeking a highly capable and experienced Lead Change Manager to join HMRC's CDIO Enterprise Live Services., The successful candidate will need to demonstrate practical experience and qualifications in the following areas:

• Demonstrable experience in operational change management within a complex IT environment.
• Strong experience in team leading.
• Proven ability to lead governance forums such as CAB and manage escalations.
• Strong understanding of ITIL v4 and service lifecycle management.
• Experience with ServiceNow or equivalent ITSM tools.
• Evidence of collaboration across technical and service teams to deliver successful change outcomes.

Desirable Criteria:

• ITIL v4 Foundation or Specialist certification. * Understanding of HMRC's digital transformation and live service landscape., 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., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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.

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.

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. HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations. This is an exciting time to join an organisation that probably doesn't work how you'd imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it here. Our role is within Chief Digital & Information Group (CDIO), we're increasingly delivering in-house through our growing network of digital delivery centres - hi-tech, state-of-the-art facilities across the UK. We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance. And we're creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work. HMRC is a customer centric organisation which puts customer requirements at the forefront of everything we do., 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).