Senior Operations Manager

You will oversee staff responsible for service delivery to taxpayers and agents. Its an exciting opportunity to play a key role in our organisations growth as we take on new tax responsibilities and deliver legislative policy and operational change.

This role has a wide and varied range of responsibilities. The successful applicant will be adaptable to change to manage operational performance and service delivery in a changing environment. You will play a strategically important role within Tax Operations collaborating closely with colleagues and external stakeholders to implement the Service Delivery Target Operating Model and Revenue Scotlands Corporate Plan ambitions.

The role is based within Tax Operations which is formed of six teams. Tax Operations are responsible for responding to queries via the telephony Support Desk email and secure messaging services; dispute resolution; working cases to litigation standard including giving evidence at tribunals; issuing penalties; debt collection and issuing repayments. The team continuously initiate and implement change.

We will support you to develop tax knowledge and skills however experience of working in a tax operational compliance or regulatory environment is desirable.

Responsibilities

• Setting direction leading managing coaching and developing an inclusive and multi-skilled team.
• Having day to day line management of your team to deliver a credible responsive and professional service.
• Contributing to the achievement of optimal operational performance and Key Performance Indicators (KPIs).
• Understanding and using data to prioritise work to drive overall performance and make decisions.
• Deploying resources and organise workloads to enable the most effective and efficient delivery of Revenue Scotlands objectives.
• Contributing and leading on the delivery of business/operational plan objectives and managing the teams input to delivering efficiently.
• Working closely with our partners including service suppliers Registers of Scotland Scottish Government policy colleagues HMRC and the Welsh Revenue Authority.
• Leading and implementing operational changes to tax policy processes and guidance in line with the Tax Operations plan and in response to operational experience and legislative change introduced by the Scottish Parliament.
• Responsible for ensuring team members adhere to legislative quality assurance and process requirements.
• Maintaining high standards of customer service should across Revenue Scotlands service delivery.
• Responsibility to oversee the providing of accurate and timely technical advice and to provide support for both internal and external Stakeholders.
• Contributing to the successful implementation and service delivery readiness for Revenue Scotlands new taxes policies and operational change.

Success Profiles

Success profiles are specific to each job and they include the mix of skills experience and behaviours candidates will be assessed on.

Technical / Professional Skills:

Operational leadership and management(Practitioner Level)

• Sets a compelling sense of direction and purpose for the team and builds costed measurable plans to secure and maintain delivery excellence.
• Systematically manages risks which might impact on service delivery using Risk Registers Certificates of Assurance etc.
• Leads teams to ensure delivery is achieved within legal regulatory and policy frameworks and to promote a culture of compliance (where required).

Adaptability to change- (Working Level)

• Supports team to see change positively and to continuously improve the teams capability performance and service delivery.
• Sources and analyses a range of evidence insights and data to identify areas for improvement activity and sets measurable service improvement plans.

• Explores options to apply technology and digital processes to improve service accessibility and delivery for customers

  You can find out more about the skills required here: ODP Competency framework Pathways

Experience:

Proven team management skills to deliver excellent performance in an operational delivery environment

Behaviours:

Seeing the big picture Level 3

Making effective decisions Level 3

Managing a quality service Level 3

You can find out more about Success Profiles Behaviourshere: Behaviour levels - Success profiles: candidate guide -

How to apply

Apply online providing a CV and Supporting Statement (of no more than 1500 words) which provides evidence of how you meet the skills experience and behaviours listed in the Success Profile above.

Apply before: 11:59pm on 1st April 2026

This role is open to internal candidates OGD and Common Citizenship organisations only.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please see ourcandidate guidance for more information on acceptable and unacceptable uses of AI in recruitment

If invited for further assessment this will consist of an interview and presentation. Assessments are scheduled for w/c 13 April 2026 however this may be subject to change.

About us

Revenue Scotland is Scotlands devolved tax authority and contributes to Scotlands public services through the taxes we collect.

Revenue Scotland is a diverse high performing organisation that has a reputation for delivering excellence and a commitment to continually improving the way we work while supporting the health well being and development of our employees. Revenue Scotland is a great place to develop new skills and you will be supported in your role with learning and development to enable you to perform at your best.

Look at ourvideo to find out more about working for Revenue Scotland.

If you would like to learn more about Revenue Scotland please visit ourCorporate Plan sets out our strategic objectives for the period 2024 to 2027.

Working Pattern

Our standard hours are 35 hours per week we offer a range of flexible and hybrid working options. Our hybrid working principles require you to attend your assigned office Victoria Quay Edinburgh at least 2/3 days each month. Our hybrid approach supports a blend of home and workplace working this should be agreed with the line manager to achieve the right balance between collaboration in-person engagement and flexibility.

Security checks

Successful candidates must complete the Baseline Personnel Security Standard (BPSS) before they can be appointed. BPSS is comprised of four main pre-employment checks Identity Right to work Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on theUK Government website or read about the different levels of security checks in ourCandidate Guide.

Equality Statement

We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.

Find out more about our commitment todiversity and how we offer and support recruitment adjustments for anyone who needs them in ourcandidate Scotland is a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. The interview and assessment process are conducted in person unless you require a reasonable adjustment. Interview questions will be issued 24 hours in advance. If you require any adjustments during our recruitment process please let us know via.

OurCandidate Guide provides further information on our recruitment and application processes.

Further information

Revenue Scotland are a Non-Ministerial Office who are part of Scottish Government Main Bargaining unit and have adopted Scottish Government main terms and conditions and pay arrangements.

Our staff are part of theUK Civil Service working to deliver vital public services which improve the lives of the people of Scotland. As part of the UK Civil Service we uphold theCivil Service Nationality Rules.

As part of any recruitment process Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments.

Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors.

Minimum Time in Post

The successful candidate will be expected to remain in post for a minimum of three years unless successful at gaining promotion to a higher Band or Grade.

For further information on this role please contactAmanda Johnson -

Apply before: 1st April 2026

This role is open to internal candidates OGD and Common Citizenship organisations only.