External Developer Support Manager

About the job

Job summary

Discover a career in your hands ther 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.

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At HMRC, we are already one of the most digital advanced tax authorities in the world and have one of the largest IT infrastructures and data sources in the UK. With 50 million customers to serve, over 60 thousand colleagues to support, and £600 billion to collect to fund UK Plc, our IT operation is huge! 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 made up of Customer Groups which are working independently towards one common goal. Our role sits within HMRC's Chief Digital & Information Office (CDIO) Group that deliver in-house solutions for a broad range of technical and operational issues. Our digital delivery centres are hi-tech, state-of-the-art facilities that allow our teams to maximise their capabilities.

Enterprise Integration Services (EIS) sits in the CDIO group. EIS handle HMRC's core integration/middleware services, taking care of over a billion transactions every year and connecting hundreds of HMRC services.

We provide platforms for delivering Application Programming Interface (API) access to HMRC systems. We also provide artefacts and support for API consumers (software developers and other Government Departments) to build and manage authorised software that seamlessly integrates with HMRC digital services.

We use modern open-source products and work in an Agile way to deliver flexible, effective integration solutions.

Job description

As an External Developer Support Manager, you will play an important part in a team providing API delivery and support to API consumers (external software developers, other government departments, etc.). You will help them to develop and manage their software to exchange data with a growing portfolio of HMRC APIs.

As the successful candidate, you will be self-motivated, a confident communicator with strong interpersonal skills and have a commitment to continuous improvement in both yourself and others. You will also be a supportive colleague, with a passion to build trusting, productive working relationships, with business and development teams, that support and manage developer expectations.

This is an exciting opportunity suited to someone who is proactive and hardworking, is comfortable taking the lead on issues, has recent experience in a similar role and enjoys working in a dynamic environment.

Person specification

Key Responsibilities

• Providing operational support from a third-party perspective for a portfolio of existing and new API products and services.
• Ensuring service and support functions remain responsive to customer needs.
• Ensuring appropriate reporting and service standards are met for specific services.
• Ensuring technical change is managed with relevant governance and appropriately communicated.
• Working closely with internal API development teams and API consumers, predominantly third-party software developers, to ensure products meet user needs and meet appropriate API Developer Hub standards.
• Working closely with HMRC business areas to influence and shape policy and delivery of new APIs.
• Ensuring APIs are delivered with the relevant support processes in place.
• Visualising, articulating, and taking on complex problems and concepts and making or recommending focused decisions.
• Providing input to the development, review and update of product documentation, test environments and data and guidance through the Developer Hub and
• Championing and mentoring colleagues.
• Possible people management responsibilities.

Essential Criteria:

• Delivering services or support services and outcomes through a team or others.
• Building and maintaining collaborative working relationships to achieve a common goal whilst improving communications.
• Reviewing and improving processes, resolving problems and issues.
• Develo…