The National Operations Hub is a high profile team that sits at the heart of Working Age providing insight, resourcing and performance intelligence to influence design and delivery improvements to how Working Age is delivered.

The post holder will need to build and maintain effective stakeholder relationships with critical partners across the wider Department including frontline staff and management, Senior Leadership, Service Planning and Delivery and Optimisation team.

Service Delivery Manager in National Operations Hub is a key operational leadership role; supporting Working Age to deliver our business plan to put customers at the heart of the service by investing in our teams and driving up capability, improving service delivery, and contributing to the transformation of Working Age products.

Person specification

• Working closely with stakeholders to drive performance, deliver a positive and efficient service to our customers and manage resources effectively in an ever-changing organisational structure.
• Developing evidence-based recommendations to improve operational performance and service delivery.
• Collaborating with Senior Leaders at national meetings making sound recommendations.
• Will be a positive collaborator who demonstrates the highest standards of professionalism and personal integrity in all their activities and will be passionate about developing our people showing a drive for innovation and improvement

Key Criteria

Behaviours

We'll assess you against these behaviours during the selection process :

Benefits

Alongside your salary of 42,614, Department for Work and Pensions contributes 12,345 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

DWP have a broad benefits package built around your work-life balance which includes :

DWP is a family-friendly employer and part-time and flexible working patterns within these hours may be available but must meet business needs whichmust include Monday and Friday as working days.

Successful part-time candidates may be required to work full-time for specific periods to complete and consolidate training.

This role is not being offered as a permanent home working contract.

The full-time working week for DWP is 37 hours. You may be required to work at any time between the hours 8am and 8pm on any day between Monday to Friday and 9am to 5pm on Saturday. You will be given advance notice of your personal schedule.

Location

Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

Hybrid Working

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you following you taking up your post.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Strengths.

As part of the application process you will be asked tocomplete four behaviour statements (250 words).

Further details around what this will entail are listed on the application form.

The selection process will assess both what candidates are good at and what theyenjoy to help us assess candidates behaviours, strengths and their potential.

Shortlisted candidates will be invited to attend a blended interview of Behaviours andStrengths.

Strong candidates will be able to present Level 3 evidence of :

STAGE 1

You will be asked to complete four behaviour statements (250 words each).

Further details around what this will entail are listed on the application form.

The written evidence you provide must relate to your own experiences.

If you do not have work-based examples then please give examples from school / college, clubs,volunteering or other activities you have been involved in.

It may help touse one or more examples of a piece of workyou havecompleted or a situationyouhavebeen in,and use the WHO or STAR model to explain :

What it was, How you approached the work / situation and what the Outcomes were, what didyouachieve? Or What was the Situation ? What were the Tasks ? What Action did you take?How / whatdid you learn through a Review ?

Shoulda large number ofapplications be received, an initial sift may be conducted using the leadbehaviour, Leadership.

Candidates who pass the initial sift may be progressed to a full sift or progressed straight toassessment / interview.

If you are successful with the sift of the written evidence for your behaviour(s), the final stage of theprocess is to be invited to an interview.

STAGE 2 MS TEAMS LIVE INTERVIEW Blended Interview

Preparing for the interview :

You will need to provide photo ID prior to the interview.

If you are invited to interview, you will receive an electronic notification to your Civil Service Jobssite.

Once you receive the invite to interview you will need to access the system and book yourself an interview slot.

You will also be asked for your preferences for up to 2 of the locations advertised, telling us where you would prefer to work if you are successful. Please do not select a location unless you are prepared to accept a role and be based and work in that location.

The interviews will be conducted by MS Teams, and you will need to use your personal device toaccess the platform. We will provide instructions at the time as to how you do this.

The interview will follow a blended approach and will last approximately 40 - 45 minutes.

PLEASE NOTE : Full details of the behavioural questions will be given to shortlistedcandidates 7 days in advance of the Interview.

You will be asked a mixture of Behaviour and Strength questions.

Behavioural questions will explore what you have done in previous jobs or experiences as well aswhat you have achieved and / or learned.

The interview will include a blend of :

Communications will be electronic and / or by telephone therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam / junk email folder. Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed.

If the questions have not been received prior to your interview, or you have queries about applying for this role please contact the vacancy holder via [email protected]

Please note you will still be able to refer to your notes in the interview to support you in answering, but you should not simply be reading from a script.

After the interview

Once all the interviews have been conducted, candidates will be notified of the outcome by email. If you are successful at the interview stage, we will be in touch to offer you a role.

Successful candidates will be posted in merit order based on your location preferences and the geographical requirements of the business. Dependent on your position on the merit list, if none of your location preferences remain at thepointwe make a job offer DWP may offer you a role at an alternative advertised location. If we are unable to offer you a role in any of your preferred locations, and you are unable to accept a role at an alternative advertised location, we will add you to the reserve list if one is being held.

If you have any questions about applying for this role, please contact :

[email protected]

Candidates are expected to stay in post for a minimum of 18 months before applying for any other internal lateral move.

Sift and interview dates to be confirmed.

Further Information

Find out more about Working for DWP

A reserve list may be held for a period of 6 months from which further appointments can be made.

Any move to DWP 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

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service / Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone : the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email [email protected]

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples / answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

Reasonable Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should : Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.

Complete the Reasonable Adjustments section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional.

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

Security

Successful candidates must undergo a criminal record check.

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 :

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .