Operational Service Delivery Manager

Ministry of Housing, Communities and Local Government

Apply before 11:55 pm on Wednesday 20th November 2024

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Details

Reference number

377707

Salary

£40,669

The salary for this role is £40,669 (National). For existing civil servants, the usual policy on level transfer and promotion will apply and is non-negotiable. If you apply for a role that requires a transfer of location, for example if you are transferring from London to a National location, your salary will be adjusted in accordance with our policy on transfer between HQ pay ranges.

A Civil Service Pension with an employer contribution of 28.97%

Job grade

Senior Executive Officer

Contract type

Permanent

Business area

Digital

Type of role

Digital

Working pattern

Flexible working, Full-time, Job share, Part-time

Location

Birmingham, Darlington, Manchester, Wolverhampton

About the job

Job summary

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives.

Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.

We have over 3,500 staff who are based in 20 offices across the UK.

The Digital Electoral Services portfolio is a key group of the UK Government’s digital services, focused on delivering excellent services for citizens and local authorities. The portfolio enables citizens to register to vote, update voting arrangements, or apply for a Voter Authority Certificate. Local Authorities use the secure, cloud-based ERO Portal to process citizen applications efficiently.

The successful candidate will support the delivery of highly rated digital services, which are Tier 2 on the CNI scale and include two of the CDDO’s Flagship 75 services. This role involves working closely with partners like the Chief Digital and Data Office, the Electoral Commission, and Local Authorities.

We are looking for a well-organized, adaptable, and motivated individual with strong stakeholder engagement skills and experience in agile service delivery. As an Operational Service Delivery Manager, you’ll oversee the day-to-day operations of the ERO Portal, identifying ways to improve and evolve the service to meet user needs, ensure efficiency, and align with Ministerial priorities.

You will collaborate with the Technical Delivery Lead, Software Developers, and Product Manager to plan and organize work, liaising with technical teams, policy leads, and stakeholders to ensure ongoing improvement of services. In this role, you will contribute directly to the successful delivery of the Digital Electoral Services portfolio, supporting both citizens and local authorities effectively.

We particularly welcome candidates from an ethnic minority background and other underrepresented groups to apply, as we work to continually improve our ability to represent the places and communities we support through our work.

Find out more about what it's like to work in a digital, data and technology role at MHCLG including our culture, ways of working, career progression and staff benefits. You can also read the MHCLG Digital blog to learn about the work we're doing.

Job description

As an Operational Service Delivery Manager, you will:

oversee the day-to-day operations of the ERO Portal and its integrated systems and services, ensuring seamless functionality and optimal performance
ensure prompt and accurate responses to elector and local authority inquiries, as well as other correspondence related to the IERDS and EROP
collaborate closely with the Technical Delivery Lead to implement robust service support frameworks ahead of critical electoral events
work across product and delivery teams to identify opportunities for service enhancements, driving continuous improvement initiatives
act as a deputy for Delivery Leads when necessary, ensuring continuity of leadership and decision-making
engage with technical specialists and subject matter experts - including technical leads, data protection officers, information assurance professionals, policy advisors, and cybersecurity teams - to guarantee that services adhere to legal, technical, and security standards
ensure that operational and technical documentation evolves in line with service enhancements and procedural changes
identify and implement service optimizations to enhance efficiency, performance, and user satisfaction
manage a team of HEO and EO-level colleagues, providing guidance, support, and development to ensure effective performance
ability to prioritise and manage multiple incidents, ensuring timely resolution of issues and minimization of service disruptions
support other Service Delivery Managers in resolving complex service incidents, fostering a collaborative problem-solving approach
represent digital services at governance forums and stakeholder meetings, ensuring that service delivery perspectives are communicated effectively

Person specification

We will use the essential criteria below to evaluate you during the recruitment process. Make sure your CV and cover letter details how you meet the criteria.

We’re looking for people with strong interpersonal skills who enjoy working in a demanding, high-profile agile environment. We want people who are passionate about agile working, care about technology, and know how to deliver high-quality services. We value individuals who believe that how you work is as important as what you deliver.

As Operational Service Delivery Manager, you will have:

proven experience in delivering digital projects and products: success in managing digital delivery with a focus on quality and user needs
proficiency in agile project management methods: experience with agile approaches, including Scrum and Kanban, and the ability to adapt methods to suit project requirements
interest in building high-performing teams: enthusiasm for team dynamics and fostering a collaborative, motivated environment
strong relationship-building skills with diverse stakeholders: ability to develop effective relationships with Local Authorities, suppliers, and other key stakeholders
experience coordinating suppliers and partners for efficient service delivery: skilled in managing external providers to ensure timely and quality outcomes
problem-solving skills with a focus on prevention: able to identify issues in systems and services, implement solutions, and prevent future problems
ability to identify and implement service improvements: recognizes opportunities to streamline processes and make services more efficient
data analysis and insight skills: able to analyse data to inform decisions and enhance service effectiveness
clear written and verbal communication skills: skilled at bridging technical and non-technical audiences, ensuring clarity and understanding across teams

Benefits

Alongside your salary of £40,669, Ministry of Housing, Communities and Local Government contributes £11,781 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Learning and development tailored to your role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Civil Service pension with an employer contribution of 28.97%

Transfers across the Civil Service on or after 4 October 2018:

Any move to MHCLG from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk.

For further information about the benefits available to MHCLG employees, please see the attached Candidate Pack.

Things you need to know

Selection process details

MHCLG want to bring in a diverse workforce at all levels.

Our application system is designed to remove as much bias as possible from the recruitment system – this means that a hiring manager does not know your name, your details, see your whole application in one go (or have your CV at review stage unless stated otherwise).

Your answers are randomised and chunked up. This means that each assessor views sets of responses to questions for example all candidates’ responses to ‘Seeing the Big Picture’ rather than seeing a candidate’s full application. The science behind this is that recruitment can be subject to ordering and fatigue effects and we want to reduce this as much as possible.

Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.

When writing your application, remember:

The assessor won’t be reading your answers sequentially.
Do not assume that the same assessors will have read all of your answers.
If talking about something in your first answer, make sure that you write the second answer as if you had not written the first (and so on!)

CV and Cover Letter Declaration

We recruit based on your knowledge and skills, and not background, gender or ethnicity - this is called anonymous recruitment.

Please remove references to your:

name/title
educational institutions
age
gender
email address
postal address
phone number
nationality/immigration status

You will need to merge your CV and covering letter into one document. When submitting your application Applied will ask you to upload a CV, when doing this you should upload your merged document of your CV and covering letter.

Most of our campaigns utilise multiple assessors and so it is possible that your application would be viewed by different assessors.

At sift, through your CV and covering letter we will be assessing:

Experience
Technical

In your CV and covering letter, please include: a. why you are interested in the role; b. how you meet the essential skills and experience required.

The interview will be of a blended nature consisting of the following success profiles elements:

Experience
Technical
Strengths
Ability
Behaviours: Making Effective Decisions, Managing A Quality Service

The Vacancy Manager has requested that candidates prepare a presentation/task for the interview. Details on the presentation/task topic/focus will be shared in the invite to interview.

In full the campaign will test the below Success Profile Elements:

Experience
Technical
Strengths
Ability
Behaviours: Making Effective Decisions, Managing A Quality Service

Experience questions will be based around the essential skills and criteria as listed in the person specification

Technical questions will be based around the essential skills and criteria as listed in the person specification

The strength based questions will require natural responses from the candidates

We do not consider direct CV applications – you must apply for this role via the application link on Civil Service Jobs:

Please note that near miss offers may be made at the lower grade to candidates who do not meet the grade criteria for this campaign.

SEO salary

The salary for this role is £40,669 (National).

For existing civil servants, the usual policy on level transfer and promotion will apply and is non-negotiable. If you apply for a role that requires a transfer of location, for example if you are transferring from London to a National location, your salary will be adjusted in accordance with our policy on transfer between HQ pay ranges.

Please note that the average employer pension contribution is based upon the National minimum salary for this role. Should your agreed starting salary for this role be different, the average employer pension contribution will be calculated accordingly. If you are a Secondee, this will not apply as you will remain on your home organisation’s terms and conditions.

Benefits

Transfers across the Civil Service on or after 4 October 2018:

For further information about the benefits available to MHCLG employees, please see the attached Candidate Pack.

Geographical Location:

Wolverhampton
Darlington
Birmingham
Manchester

There may be opportunities for candidates to work flexibly depending on the business needs. This will be discussed with the vacancy manager on a case-by-case basis if you are successful for the role.

*Please note: The Darlington Economic Campus is a pioneering new cross-government hub which will bring together people across departments and public organisations to play an active role in the most important economic issues of the day. The work of the Campus will make a real difference to people both across the UK and internationally. There will be substantial career opportunities and exciting prospects - a career at the Campus means you will be working at the heart of Government, with access to the benefits and fantastic opportunities offered by the civil service. This role is based at MHCLG and we will be joined on the campus by:

HM Treasury
Department for International Trade
Department for Business, Energy and Industrial Strategy
Office for National Statistics
Department for Education

For further information on the DEC, please take a look at the attached DEC candidate pack.

Sift and Interview dates

Sifting is envisaged to take place from 21st of November, 2024 with interview dates to be confirmed. All interviews are currently being held remotely via videocall.

Reserve List

In the event that we identify more appointable candidates than we currently have posts available, we will hold applicant details on a reserve list for a period of 6 months from which further appointments can be made. This may include roles at a lower grade. Candidates placed on a reserve list will be informed of this. Those candidates who do not wish to remain on the reserve list should contact recruitment@communities.gov.uk to be removed from the reserve list.

SC (Security Check):

Important note

The level of security needed is Security Check and the process can take up to 8 weeks to complete.

Please note that successful candidates will need to pass the Security Check – this requires you to have been resident in the UK for the past 5 years. Please refer to the MHCLG Notes on Security Clearance section of our Candidate Pack for further information on Security Check (SC).

Candidates should also note that with effect from 1st August 2018 the department will also check all applicants who are successful at interview, against the Internal Fraud Database (IFD) held by the Cabinet Office. In accordance with the Civil Service Internal Fraud Policy, any applicant who is included on the IFD will be refused employment by MHCLG Please see the Candidate Pack for further information on the Internal Fraud Database.

Candidate Pack Information

Please see attached Candidate pack for further information.

Before starting your application it’s very important to make sure that you are eligible to apply and meet the Civil Service nationality requirements. All candidates are expected to read the information provided in the MHCLG candidate pack regarding nationality requirements and rules

Internal Fraud Database

The Internal Fraud function of the Fraud, Error, Debt and Grants Function at the Cabinet Office processes details of civil servants who have been dismissed for committing internal fraud, or who would have been dismissed had they not resigned. The Cabinet Office receives the details from participating government organisations of civil servants who have been dismissed, or who would have been dismissed had they not resigned, for internal fraud. In instances such as this, civil servants are then banned for 5 years from further employment in the civil service. The Cabinet Office then processes this data and discloses a limited dataset back to MHCLG as a participating government organisations. MHCLG then carry out the pre employment checks so as to detect instances where known fraudsters are attempting to reapply for roles in the civil service. In this way, the policy is ensured and the repetition of internal fraud is prevented.

For more information please see- Internal Fraud Register

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.