Service Delivery Manager

Job summary

We are MHCLG

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 so if you’re thinking of joining us, there’s never been a more exciting time.

The Service Delivery Manager will be part of our Operations Team within Elections Digital team at MHCLG. This team is responsible for the DES portfolio of electoral services. Our services include:

• Register to vote
• Apply for a proxy vote
• Apply for a postal vote
• Apply for photo ID to vote (called a ‘Voter Authority Certificate’)
• Overseas Electors Renewals
• A product we have built for electoral teams in Local Authorities to support electoral administration (EROP).

We have lots to do. We must continue to improve our existing services to meet the needs of our users, especially those of disabled and other marginalised users. We must also think strategically about the future, understanding what problems still exist and champion user-centred ways of working to approach these issues.

You will be embedded in the Operations team, and specifically within the technical branch of the team. Tou will have daily responsibility for the Electoral Registration Officer Portal, but also be expected to develop and maintain a good all-round knowledge of the technical architecture of the portfolio.

This role will involve working closely with the product team on continuous improvement to our existing services, especially the portal.

*The role will also focus on ensuring the portfolio has a strong and resilient cyber security posture, engaging with OGDs and specialists as required with the support of the Technical Delivery Lead.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

Job description

We’re looking for people with strong interpersonal skills who enjoy working in a demanding, high profile agile environment. We’re looking for people who are passionate about agile working, who care about technology and who know how to deliver high quality services without an over-reliance on using AI tools. We want people who believe that how you work is as important as what you deliver.

As a 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.
• 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.
• 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.

Person specification

We are interested in people who have:

• Proven experience in delivering digital projects and products, using agile methods.
• Ability to build strong relationships with a wide base of stakeholders, such as Local Authorities and suppliers.
• Ability to investigate problems in systems, processes and services and contribute to the implementation of remedies and preventative measures, including service improvements to make processes simpler and more efficient
• Good written and verbal skills and a strong customer service ethos
• Ability to communicate between the technical and non-technical
• Ability to work independently, managing and prioritising tasks effectively Strong planning and organisation skills

Benefits

Alongside your salary of £45,773, Ministry of Housing, Communities and Local Government contributes £13,260 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements 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, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours , Experience , Strengths , Technical

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading.

Stage 1: Sift (CV & Cover Letter)

Experience & Technical: Your covering letter should be no more than 1 page referencing how you meet the criteria set out in the job description.

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