HM Revenue & Customs Jobs 2023 – Transformation Manager

Website HM Revenue & Customs

About the job

**Change and Transformation Manager**

** £41,782 – £44,932**

** Location can be any of the following – Belfast, Birmingham, Bristol, Cardiff, Edinburgh, Glasgow, Leeds, Liverpool, Manchester, Newcastle, Nottingham**

Job description

We are looking for a highly driven individual who has strong experience in programme & project management with customer focus in an operational environment, along with managing stakeholder and partner relationships. The role provides an excellent career opportunity to lead in a lively, fast-paced and changing environment as a member of our TSS leadership team. We would love to hear from anyone with experience in programme transition, project planning and core customer focus within an Operational Delivery background.

You may be required to Travel as part of this role.

Your role will support Operational Delivery as part of the Service Management Team. You will deliver the best possible service for our traders, customs intermediaries and carriers using TSS. You will work closely with service management teams on a day-to-day basis for both TSS and Customs and Borders and multiple stakeholders. You will be responsible for coordinating the delivery of several service and commercial KPI’s. You’ll need to work in tandem with the Consortium to mitigate impacts and risk attached to the service management operation while working closely with commercial and finance teams to optimally run the service credit regime.

You will work with the partners to ensure new functionality to the service is developed with a strong customer focus, provides value for money and with minimal impact to the customer. You will play a key role in project governance and working with partners, to ensure the agreed project outputs are delivered whilst managing any defects, risk and issues effectively within live service operation.


You will support your senior manager to lead the partners across programme planning and project delivery, and associated risks to existing and new services aligned to TSS whilst ensuring smooth delivery of the programme within the live service operation. The role is fast-paced and you will be confident and comfortable at reacting to real time events as well as working independently and proactively on any new proposed changes that may arise from policy and changes to existing trader journeys.

Managing people, supervising and reviewing systems and services to ensure delivery of professional quality is key to this role. You’ll also manage and identify risks and resolve any issues efficiently. You will present strong resolution recommendations in a timely manner outlining the consideration of other options, costs, benefits, impact and risks to enable management to make strategic, tactical and operational decisions. You will ensure the successful delivery of high-quality outcomes that meet the traders’ needs and give value for money.

You will need to establish ways to find and respond to feedback from customers about the services provided and ensure the most appropriate resourcing is in place to meet capacity and act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance.

Essential Criteria:

  • Experience of project planning with a customer focus.
  • A strong background in operational and change delivery in a sophisticated environment and customer facing environment.
  • Experience of partner management.
  • Strong background of delivering customer service KPI’s in a real time environment.
  • Strong organisational and interpersonal skills.

Desirable Criteria:

  • Shown experience of developing teams, driving engagement and leading on performance and capability.
  • Project management experience aligned to ITIL framework.
  • Experience delivering change in a fast-paced environment and excellent interpersonal skills.
  • Contract management and experience working with commercials/procurement teams.


  • Learning and development tailored to your role
  • An environment with flexible and hybrid working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension with an average employer contribution of 27%
  • 25 days annual leave (increasing by 1 day per year, up to 30)

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