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About the job
Job summary
DWP is an amazing place to work. Walk into any one of our Jobcentres or Service Centres and you will be overwhelmed by the passion and commitment that our people have for supporting our customers. DWP is a department that touches the lives of citizens across the UK at different times of their lives, and what we do really matters. Do you think you have what it takes to be our next Service Delivery Leader?
You will be leading a team of over 100 colleagues, over multiple sites, and reporting to the Director for Service Planning and Delivery, as a key member of the Service Planning and Delivery Senior Leadership Team
You will head up and lead the Contract Management team to help assure delivery of essential DWP services through external suppliers and partnerships, with responsibility for multiple multi-million-pound contracts, stewarding over 6000 FTEs worth of activity, with growth potential over the next 12 months.
You will work closely with commercial, finance, digital and wider Service Delivery to assure effective and efficient delivery of services spanning the likes of telephony, printed customer communications, courier and translation, and will serve as a member of the DWPs Operational Contract Management Board ensuring DWP complies with Cabinet Office-led work to assure best in class delivery.
Job description
This will involve:
- Owning the relationship with suppliers and partners on behalf of DWP, setting the tone for exemplary collaboration, with a focus on excellent customer service, continuous improvement and innovation, underpinned by key performance indicators (KPIs), customer insight and Service Level Agreements (SLA) to assure effective performance and service
- Provide suitable oversight, challenge and support through effective partnership working to ensure suppliers and partners meet the needs of DWP customers
- Working across a range of delivery directorates to ensure DWP Service Delivery from suppliers and partners are meeting expectations and customer need, and alignment to DWPs strategic transformation plans
- Providing an interface for Service Delivery and suppliers, creating a culture of two-way feedback where continuous improvement is the norm, and action is taken to address issues and celebrate success
- To lead (where appropriate) contract changes and SLA amendments to ensure delivery of DWP strategic, modernisation and transformation objectives.
Person specification
Essential Criteria for the role which will be used to assess your application, along with success profiles:
Successful candidates will demonstrate the following:
- Demonstrable experience in leading the management of large, complex, high-value contracts enabling exemplary service delivery across multiple framework categories, working with diverse stakeholder and multi-user groups. Supporting, identifying and implementing improvement initiatives to processes, systems and skills within DWP
- Strong organisational and planning skills gained working within a high-level stakeholder management environment; particular emphasis on leading negotiation with suppliers and assessing their performance; leading the management of supplier performance to deliver against agreed milestones and to meet agreed contractual obligations
- The ability to build networks inside and outside of the organisation, working collaboratively to influence, manage and challenge complex senior stakeholder relationships; using those to help articulate and align views towards shared business objectives and requirements for commercial partnering
- Confident leadership, with the ability to implement and translate strategy into action, shaping a clear direction for Service Planning & Delivery, that their teams can align behind to deliver
- Astute business awareness; able to deliver at pace using data and evidence to influence key stakeholders, manage risk and reach sound judgements and improved outcomes for the customer
- A commitment to organisational learning, and continuous improvement and optimisation listening to customers and stakeholders – and empowering colleagues to improve customer service and service excellence
- The ability to leverage partners experience and capabilities to help DWP innovate and transform services with experience in leading and driving transformational change
- A passion for building high performing teams through developing capability and creating an inclusive and collaborative learning culture which values diversity and encourages openness, approachability and sensitivity.
Desirable:
- Service delivery in a complex or large-scale organisation
- Public sector contract experience
Behaviours
We’ll assess you against these behaviours during the selection process:
- Leadership
- Delivering at Pace
- Managing a Quality Service
Technical skills
We’ll assess you against these technical skills during the selection process:
- Assessment of technical skills (surrounding Contract Management/Partnerships) will be via a 5-minute presentation and follow up questions. Full details of the requirements will be given to shortlisted candidates ahead of their interview.
Benefits
- 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 average employer contribution of 27%
Things you need to know
Selection process details
How to Apply:
To apply for this post, you will need to complete the online application process outlined below:
- A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years
- A supporting statement (maximum 1250 words) explaining why you want to work for DWP in this role; how you consider your personal skills, qualities, and experience providing evidence of your suitability for the role, with particular reference to the essential criteria in the person specification.
Please note that when you make your application online, you will be asked to complete diversity monitoring information.
This advert is a re launch of campaign 328356 with location Blackpool added.
For further information regarding this role and the selection process, please see the Candidate Pack attached.
Feedback will only be provided if you attend an interview or assessment.
is the period of time a Senior Civil Servant is expected to remain in the same post to enable them
to deliver on the agreed key business outcomes. The assignment duration also supports your career through
building your depth of expertise.
As part of accepting this role you will be agreeing to the expected assignment duration set out above.
This will not result in a contractual change to your terms and conditions.
Please note this is an expectation only, it is not something which is written into your terms and
conditions or indeed which the employing organisation or you are bound by. It will depend on your
personal circumstances at a particular time and business needs, for example, would not preclude any
absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you
to confirm you agree to the assignment duration set out above.
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Working for the Civil Service
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).
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Contact point for applicants
Job contact :
- Name : Service, Planning and Delivery (SPD) Recruitment Team
- Email : spd.recruitmentadmin@dwp.gov.uk
Recruitment team
- Email : spd.recruitmentadmin@dwp.gov.uk
