Defence Business Services (DBS) COps Document Handling Manager

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence? 

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Our Vision – To support UK defence customers with outstanding service every time.
• Our Mission – Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability. 

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society. 

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 27%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

DBS has recently undertaken a review of its operational locations in the North West, and have consolidated all activities in Norcross, Blackpool. A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2026. 

Come and join the DBS community today!

The DBS Document Management Team provides a single repository for the secure and sensitive handling of all MOD data. It is responsible for providing services to customers across Finance, Civilian & Military People Services.

• Scan over 22,000 documents from personal files, pay and HR forms onto the SHARE system;
• Printing, checking and dispatch of 22,000 revenue and Military Personnel debtor invoices a year and 42,000 remittance advices, customer letters and postal orders;
• Provides sensitive handling of all incoming post for Veterans UK which receives an average of 15,500 pieces of post each month from serving and Veteran personnel;
• The management and return of valuable documents such as Service documents, birth, marriage and death certificates, etc.;
• Dispatch Service Medical Records and Veterans UK files via Parcel force;
• Provide a reprographic service to Veterans UK completing over 12,000 requisitions per year for Veterans UK claims, appeals and subject access requests (SARs);
• Paper invoice scanning and archiving;
• Provide configuration documentation (e.g. BR100s, design documents, data dictionaries etc.);
• Develop user guides (e.g. step by step instructions, reporting catalogue/ user guides);
• Custodianship of project documentation for delivered projects.

The Document Controller Manager will Implement and administer enterprise-wide document management systems and related procedures that allow DBS to capture, store, retrieve, share, and destroy electronic records and documents.

Operational delivery of document management process:

People

a. Maintain effective relationships with internal and external stakeholders and colleagues to enable successful operational delivery.
b. Provide line management support for the staff members responsible for the day-to-day delivery of the DBS document management operations ensuring that all Service Level Agreements and metrics are delivered per contractual and operational commitments
c. Establishes and maintains clear/concise work standards and goals. Provides training and development, reviews work produced, completes performance evaluations, conducts employee counselling, and takes corrective action as necessary.
d. Lead on all aspect of people management within the document management operation.
i. Training and coaching skills are required in order to develop staff to meet organisational changes.
ii. Identify training required and engaging with other business areas, plan and implement training that will meet business needs.
iii. People Performance Management Processes e.g. monthly, bi-annual and annual appraisals
iv. Absence Management

Processes

a. Implements approved document/data management solutions with a primary focus on document control and records management. Administers data/document management applications.
b. Adheres to approved procedures and ensures that pre-established document control requirements (e.g., which document numbering system will be used; how many and which signatures will be required for certain approvals, etc.) are satisfactorily met.
c. Propose recommendations for improving content management system capabilities.
d. Document technical functions and specifications for new or proposed content management systems.
e. Manages the receipt, tracking, and monitoring of documents through the use of standard document management programs to register documents, maintain databases, and produces logs, transmittals, and other reports as required.
f. Work with other staff members as needed to develop and improve services. Responds to changing technology environment and participates in decision making activities relating to customers’ needs.
g. Provides assistance to users in capturing and locating electronic information.
h. Verifies retention requirements, arranges document cataloguing, packing, and long-term storage or disposal of appropriate documents at time of closeout. Manages scheduled destruction of archived documents according to company and/or Client guidelines; provides assistance with document retrieval.
i. Formally monitor and report upon all transformation changes to document control operations
j. Ensure best practice business processes are active and fully documented including workforce planning, performance management, root cause analysis and continuous improvement
k. Provide management information and performance reporting as required.
l. Manage the quality assurance of information and services delivered
m. Ensure that services meet customer and business requirements in line with Service Level Agreements and Key Performance Indicators.

Systems

a. Develop and manage the Service Catalogue, Business Continuity Plan and Risk Register.
b. Escalation and issue management and communication of system downtime to resolution working with DBS colleagues
c. Support initiatives to ensure technology is fit for purpose and aligns to Front Door strategic direction

Support delivery for DBS document control transformation project

• Provide support for DBS colleagues working on the DBS document control transformation project
• Implementation activity for a range of substantial document control change initiatives impacting organisation structure, infrastructure, processes and technology
• Support communications for both customers and staff
• Work with colleagues from other DBS Front Door customer service projects to ensure alignment between initiatives

Championing of customers

• Act as a customer advocate and champion.
• Implement an end-to-end program of customer satisfaction monitoring for the document control from initial research through to implementation and review of enhancements made as a result of any findings
• Provide SME expertise to DBS to ensure the service offering is in line with industry and shared service best practice
• Pro-actively input into business solutions from across DBS at the initial concept and design stages to ensure that the associated customer journey is customer focused

Leadership – The ability to lead and empower a large team, maintaining delivery standards particularly through times of significant transformational change.

Relationship Management – Ability to balance competing stakeholder interests, evidence of having developed strong and sustainable business relationships with service users, and the ability to engage at all levels.

Metrics – Evidence of having derived meaningful business metrics and management information to inform process efficiency and to aid decision making.

Experience – A background in the Operational Delivery of multiple service lines, understanding the challenges and associated risks, and clearly demonstrating effective tactics and techniques for overcoming them.

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

• Leadership
• Working Together
• Changing and Improving
• Communicating and Influencing

•    An environment with flexible working options Monday-Friday 
•    25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service (pro rata). In addition to 8 public holidays per year, you will also receive leave for HM The King’s birthday
•    Hybrid working where role permits
•    An opportunity to be considered for Reward & Recognition- £250-£5000 per year. 
•    Family-friendly policies including- parental leave and adoption leave
•    Learning and development tailored to your role
•    Professional and personal development of skills
•    A culture encouraging inclusion and diversity
•    Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
•    Special paid leave to volunteer up to 6 days per year

The post does not offer relocation expenses.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

This position is advertised at 37 hours per week. 

Job contact :

• Name : Sharon Richman
• Email : sharon.richman112@mod.gov.uk

Recruitment team

• Email : DBS-EnhancedRecruitmentTeam@mod.gov.uk