Delivery Lead (Contingent Labour)
Programme: CCaaS (Contact Centre as a Service)
Engagement Type: Contingent Labour
Duration: 6 months
Location: Hybrid (HMRC locations as required)
Role Purpose
The Delivery Lead is accountable for the end‑to‑end delivery and transition to live service of the Contact Centre as a Service (CCaaS) solution. The role provides senior delivery leadership across the full delivery lifecycle, spanning Discovery, Design, Build, Integration, Test, Migration and GoLive. The postholder operates as the senior authority for delivery management, ensuring HMRC and supplier teams are aligned to a clear, outcome‑focused delivery approach. They embed DDaT Product and Delivery professional standards, establish effective governance, and create the conditions for teams and suppliers to deliver at pace and with quality in a complex, multi‑supplier environment. The role assures delivery performance, manages material risks and dependencies, and ensures the solution meets HMRC’s operational, commercial, technical and assurance requirements for a safe and successful go‑live.
Key Responsibilities
- Own and drive the end‑to‑end delivery approach, ensuring readiness across people, technology, processes, governance and commercial arrangements.
- Provide strategic delivery leadership across multiple workstreams (Commercial, PMO, OCM, CDIO, OE, Finance), ensuring a coherent and integrated delivery model.
- Define, establish and lead delivery governance and ways of working, including delivery reviews, stand‑ups, sprint events and stage‑gate decisions.
- Act as the primary senior delivery interface with the incoming supplier, setting expectations, establishing structured governance, and ensuring effective onboarding and collaboration.
- Work with key stakeholders to ensure smooth delivery across Discovery, Design, Build, Integration, Test, Migration and GoLive, maintaining a clear, evidence‑based delivery plan and oversight of the critical path.
- Oversee and assure supplier and internal delivery performance, resolving complex delivery issues, challenging assumptions and enforcing contractual milestones and acceptance criteria.
- Own delivery‑level risks, issues and dependencies, ensuring effective mitigation and timely escalation of material risks to senior governance forums.
- Ensure design, build and test activities align with architectural standards, integration requirements, security policies and HMRC readiness criteria.
- Collaborate with stakeholders to manage integration and testing activities, ensuring end‑to‑end service validation, effective management of environments, data flows and technical dependencies.
- Be accountable for operational readiness, working with OCM, operational leads and service management to ensure people, processes and technology are ready for live running.
- Provide clear, authoritative reporting and advice to senior boards, SROs and Directors, enabling confident, evidence‑based decision making.
- Ensure delivery activities align with Government assurance processes and HMRC governance standards, supporting internal and external reviews as required.
- Act as a senior leader within the Product Delivery profession, embedding disciplined delivery practices, transparency and continuous improvement across HMRC and supplier teams.
- Carry out a full and controlled handover, ensuring comprehensive knowledge transfer and that delivery artefacts, delivery controls and readiness frameworks are understood and sustained beyond initial go‑live.
Essential Skills & Experience
- Proven experience leading large‑scale, high‑risk digital or technology delivery, with accountability for delivering outcomes.
- Experience of leading delivery, working with a multitude of stakeholders from a range of internal business areas with varying interests and alongside a System Integrator.
- Strong, practical knowledge of product delivery, agile and hybrid delivery methodologies, applied within Government delivery, governance and assurance frameworks.
- Demonstrated ability to own and manage integrated delivery plans, critical paths, milestones and complex cross‑organisational dependencies.
- Significant experience leading delivery across integration, testing, data flows and operational readiness for live digital services.
- Credibility at SRO and Director level, with the ability to influence, advise and constructively challenge senior stakeholders.
- Strong leadership capability, including setting professional delivery standards, coaching delivery managers, and improving organisational delivery maturity.
- Ability to deliver at pace in ambiguous, politically and operationally sensitive environments, maintaining momentum, confidence and control.
- Ability to be a key player within the Programme SLT.
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