Job Specifications
Role Purpose
The OCM Mobilisation Lead is responsible for establishing the organisational change foundations required for onboarding the CCaaS supplier. The role sets up the processes, governance structures, reporting mechanisms and supporting artefacts needed to assess supplier performance, track deliverables, monitor KPIs and ensure that organisational impacts are understood and managed.
This role ensures that OCM mobilisation activity is structured, controlled and aligned to programme timelines, providing HMRC with clear visibility of change impacts, adoption readiness and supplier obligations from Day 1. The postholder builds the frameworks and capability HMRC will later use to run the OCM function during delivery phases, ensuring appropriate handover, skills transfer and knowledge embedding into HMRC teams.
Key Responsibilities
Establish and lead OCM mobilisation governance, including structured reporting and alignment with programme‑level governance.
Develop and maintain the OCM mobilisation plan, ensuring readiness across people, communications, training, engagement and operational process change.
Lead the creation of OCM mobilisation artefacts, including standards, playbooks, templates and repeatable processes.
Work with stakeholders to identify impacts, assure changes, and ensure operational teams are fully prepared for transition.
Lead the creation of mobilisation‑phase communications, messaging and engagement materials, ensuring clarity for senior leaders, impacted teams and end‑users.
Act as the day‑to‑day OCM interface with the CCaaS supplier, ensuring change‑related dependencies, assumptions and impacts are understood and managed.
Coordinate early‑stage upskilling and capability uplift across HMRC teams to support OCM function
Monitor OCM‑related risks, issues and dependencies, ensuring early escalation and mitigation.
Provide high‑quality written and verbal updates into programme governance, SRO briefings and senior decision‑making forums.
Support assurance activity, ensuring that change, readiness and stakeholder engagement evidence meet Government standards and programme gates.
Essential Experience
Strong experience delivering OCM activity in complex, multi‑supplier or digital transformation programmes.
Proven ability to establish OCM processes, governance and reporting structures from mobilisation through to delivery.
Demonstrable experience mapping organisational impacts, preparing operational teams for major change, and coordinating multi‑workstream readiness activities.
Experience working with senior leadership, suppliers and operational teams to build alignment and support decision‑making.
Strong communication and engagement skills, with the ability to shape clear, consistent messaging for diverse audiences.
Experience designing or coordinating training, capability uplift, knowledge transfer and learning approaches during early programme phases.
Ability to work at pace, manage ambiguity and provide structure and clarity during early‑stage mobilisation.
About the Company
HM Revenue and Customs (HMRC) is the UK’s tax, payments and customs authority.
We collect the money that pays for the UK’s public services and help families and individuals with targeted financial support. We help the honest majority to get their taxes and payments right, and make it hard for the dishonest minority to cheat the system.
We use LinkedIn to post regular updates about HMRC’s work on subjects that will be of interest to the LinkedIn community, for instance business tax and advice on running your company, news o...
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