Platform Owner

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., As the Lead Platform Owner you will be responsible for defining and building the team that will design, deliver, and operate HMRC's new enterprise Customer Relationship Management (eCRM) platform. You will support the commercial procurement process to select the right technology and delivery partners and establish the platform's foundations. Once the team and platform are established, your focus will shift to defining patterns and practices, collaborating with Cloud Engineering and existing platforms teams to ensure robust live operations, and driving continuous improvement., You will act as a key part of CDIO's intelligent client function, ensuring that the eCRM Platform is secure, resilient and available at all times. You will balance business-as-usual activity with innovation, ensuring service teams can deploy easily, efficiently and securely, while keeping eCRM at the forefront of technology and standards.

You will be a strong advocate for agile delivery, supporting teams to release value frequently and championing the platform across HMRC and with external partners. You will ensure the platform is responsive to user needs, invests in feedback loops and maintains a strong focus on operational excellence and security., The eCRM Platform will be a cornerstone of HMRC's digital engagement, supporting customer relationship management and service delivery at scale. As Platform Owner, you will:

During the initial phase:

Define the vision, strategy, and roadmap for the eCRM Platform, ensuring alignment with HMRC's digital and customer engagement goals.

Lead the definition and recruitment of the multidisciplinary team required to build and run the platform, including product, engineering, operations, and support roles.

Support commercial procurement process, working with Commercial and Finance colleagues to select technology and delivery partners, and to secure value for money.

Establish governance, delivery frameworks, and ways of working for the new team.

Once the platform and team are established:

Oversee the build, configuration and integration of the eCRM Platform, ensuring it meets user, business and technical requirements.

Define and embed patterns, standards and best practices for platform development, deployment and operation.

Collaborate closely with Cloud Engineering and other platform teams to ensure seamless, secure and reliable live operations.

Lead and support platform product teams, acting as a point of escalation and ensuring continuous improvement to meet evolving user needs.

Set, maintain and aim to exceed standards for operational excellence, including security, performance and availability.

Lead engagement with senior stakeholders, users, service management and suppliers.

Provide HMRC assurance on contracts, Statements of Work (SoWs), Security Risk Assessments (SRAs) and Data Privacy Impact Assessments (DPIAs).

Take ownership of operational and security incidents, managing to resolution.

Coach, mentor and lead other product managers working on the platform, including line management responsibilities.

Champion eCRM and its benefits as a PaaS to users, wider CDIO/HMRC, and other government departments.

Own the Platform Risk Board, ensuring risks are managed appropriately.

Act as a member of the eCRM on-call community, triaging and diagnosing platform-level issues before engaging engineering support.

Contribute as an active member of the CEP Senior Leadership Team, fostering a cross-platform spirit and supporting wider organisational objectives.

Identify and deliver opportunities to reduce costs and maximise value.

Represent eCRM at Technical Design Authority and on status/incident calls as required., We'll assess you against these behaviours during the selection process:

• Leadership
• Managing a Quality Service
• Communicating and Influencing, 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.

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 .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * 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 Product management?, * Proven experience in defining, building and leading multidisciplinary teams to deliver and operate complex digital platforms, ideally in a CRM or customer engagement context.

• Experience supporting commercial procurement processes, including supplier selection, contract negotiation, and value assurance.
• Experience of product management of a PaaS (platform as a service) or multiple live products in a fast-paced environment, leading DevOps agile teams delivering products/service offerings whilst maintaining service operability and iterating a live platform.
• Proven success in coaching, mentoring and line management.
• Proven ability to influence, negotiate with, and gain consensus among a wide range of disparate stakeholders - often with conflicting priorities - to achieve successful outcomes for the platform and organisation.

Desirable Criteria:

• Experience of risk management processes.
• Experience of managing a multi-million pound budget.
• Experience of commercial processes and working with commercial colleagues within predefined government frameworks., * A 1000-word Personal Statement, describing how your skills, attributes and experience would make you suitable for the role, referring to the Person Specification, and how you meet the Essential Criteria., 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.

Alongside your salary of £71,725, HM Revenue and Customs contributes £20,778 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.

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).