Platform Operations 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., The Network Platform Operations Manager is responsible for leading the operational management of multiple network platforms within a platform service, including campus, connectivity and cloud-integrated network services. This role drives operational efficiency across platforms, optimises network infrastructure, and implements best practices for service reliability, maintenance, and risk management.

The role combines strong operational leadership with sufficient technical depth to engage confidently on network operations, service performance, and supplier delivery. You will work closely with a Network Managed Service Provider (MSP), internal engineering teams, and platform stakeholders to ensure services are resilient, scalable, and fit for future needs.

The Platform Operations Manager identifies opportunities for optimisation and continuous improvement, supports their prioritisation within backlogs and roadmaps, and plays a key role in evolving network platforms to support organisational growth and digital transformation.

This role sits within the Chief Digital Information Officer (CDIO) Chief Platform Office, Network Services Team. Following a major transition to a Network Managed Service Provider (MSP), this role is pivotal in ensuring the continued success, stability, and evolution of network services across the organisation., * Lead the operational management of network platforms across a platform service, developing and implementing strategies that improve resilience, performance, and cost efficiency.

• Oversee operational risk management, including incident response, problem management, and the identification of recurring issues. Implement preventative and corrective measures to reduce service impact.
• Monitor service and platform performance using agreed metrics and operational data, identifying bottlenecks and driving data led improvements in capacity, reliability, and operational efficiency.
• Drive continuous improvement by implementing and refining operational processes, adopting new ways of working and technologies where appropriate, and embedding lessons learned into day-to-day operations.
• Guide the integration of legacy and modern network platforms, ensuring seamless operations across hybrid and evolving environments.
• Develop and maintain governance frameworks that ensure high levels of security, compliance, and data protection, and drive adherence across internal teams and third party suppliers., 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.

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

Do you have experience in ServiceNow?, You will have experience of working in a technical Platform environment and be familiar with common Network terminology and challenges as we migrate away from a legacy environment.

You will be a strong role model and representative of the profession. You will have excellent interpersonal, communication and collaboration skills, credible at a senior level, with a positive 'can do' attitude., * Experience of working in an ITIL4 aligned operational environment, preferably ITIL4 qualified.

• Proven experience managing operational services across multiple platforms, with responsibility for availability, performance, and incident management.
• Sufficient technical understanding of network services and platforms to engage confidently in operational and service discussions with engineers and Managed Service Providers.
• Demonstrable experience of using performance data and operational insights to identify issues, implement process improvements, and optimise service outcomes.
• Experience integrating legacy services with modern platforms and ways of working. Experience managing third party suppliers or MSPs and holding them accountable against service and performance standards.

Desirable Criteria:

Ideally you will also have experience of:

• Extensive experience in Platform or Operations Management within a complex IT or digital environment.
• Experience of data driven performance management within a platform or service context.
• Experience of ServiceNow or similar service management platforms.
• Demonstrable experience managing mixed teams of internal staff and external suppliers.
• Experience working with security, compliance, or regulatory requirements within operational services., * A 750-word Personal Statement, describing how your skills and experience would make you suitable for the role, and how you meet the Essential Criteria and Person Specification.

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview., 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.

Pulled from the full job description

• Company pension
• Work from home, 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.

Are you interested in joining a team where you will work across one of the largest IT estates in Europe and support large scale transformation? 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., 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)., 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.