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* Please note, you will need to merge your personal statement and CV 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 personal statement. If you experience any technical issues, please contact recruitment@levellingup.gov.uk.

Job summary

To apply for this role you will need to submit a CV and covering letter. These need to be merged 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. There are further details in the Selection Process section further below in this advert.

The IER Digital Service is one of the Government’s key digital services, whose primary objective is to deliver excellent services to citizens and local authority partners. The Individual Electoral Registration Digital Service (IER DS) enables citizens to register to vote online and provides the digital interface to enable the safe and secure processing of new applications. This position requires close collaboration with a range of delivery partners and suppliers, including the Chief Digital and Information Office, the Electoral Commission and Local Authorities.

The Register to Vote website continues to grow to meet the requirements of new legislation and improving the citizens user experience. The IER DS is one of the Government’s key digital services – categorised as Critical National Infrastructure - whose primary objective is to deliver excellent services to citizens and local authority partners.

We are looking for an organised, adaptable and motivated individual with good customer service skills and demonstrated technical understanding to ensure that the new elements of the IER Digital Service (supporting rollout of Voter ID and Online Absent Voting) meets the needs of citizens and local authorities.

This is a rare opportunity to contribute to one of the government’s key digital services, and deliver excellent service to electors and local authority partners. 

As Operational Service Delivery Manager, you’ll manage day-to-day running of the new services and work with the team to identify opportunities to improve and evolve the service so that it meets user needs, is efficient and sustainable, and supports Ministers’ priorities for change.

You’ll work closely with the Digital Delivery Lead to organise and plan work, liaising with technical colleagues, policy leads and key stakeholders to understand and continuously improve these new services and products. You will also work closely with colleagues in the team who will be themselves implementing and delivering new workstreams that are outcomes of the Electoral Integrity Programme.

Job description

As a Delivery Manager you’ll:

●          Manage the day-to-day running of the new Voter ID and Online Absent Vote components of the IER Digital Service including operational, technical and website support.

●          Ensure elector and local authority enquiries and other correspondence relevant to the IER Digital Service are responded to in a timely manner.

●          Ensure enhanced service support arrangements are effectively implemented in advance of major electoral registration events.

●          Work with the team to identify and deliver enhancements to the service.

●          Able to deputise for the Digital Delivery Lead when required.

●          Obtain advice and support from technical specialists, e.g. information assurance and security colleagues to ensure service meets appropriate technical and security standards.

●          Support on risk management and contingency planning.

●          Ensure appropriate operational documentation is in place and regularly reviewed.

●          Ensure the accurate production of statistics and data for the IER Digital Service for relevant colleagues and partners as required.

●          Identify and implement changes to improve the efficiency and performance of the service.

●          Line management responsibility of colleagues at HEO and EO level.

●          Prioritise and manage multiple incidents and issues at one time.

●          Provide support to your fellow IER Operation Service Delivery Manager for resolution of service incidents

●          To represent the digital service at relevant governance meetings and the IER DS Operations Board, a monthly meeting consisting of a number of key stakeholders.

Person specification

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. We want people who believe that how you work is as important as what you deliver.

We are interested in people who have:

●          Proven experience in delivering digital projects and products

●          Proven experience using a range of agile project management methods

●          Interest in understanding what makes teams high performing

●          Ability to build strong relationships with a wide base of stakeholders, such as Local Authorities and suppliers.

●          Ability to direct and coordinate suppliers and partners in the delivery of an effective and efficient service.

●          Ability to investigate problems in systems, processes and services and contribute to the implementation of remedies and preventative measures.

●          Ability to identify service improvements and opportunities to make processes simpler and more efficient

●          Ability to analyse and draw conclusions from data

●          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

●          A good knowledge of digital services and how they operate in Government.

Essential Skills for this role

●          Agile and Lean practices. You can identify and compare the best processes or delivery methods to use. You can recognise when something does not work and encourage a mindset of experimentation. You can adapt and reflect, be resilient and have the ability to see outside of the process. You can use a blended approach depending on the context. You can measure and evaluate outcomes. (Relevant skill level: working).

●          Communication skills. You can listen to the needs of technical and business stakeholders and interpret them. You can manage stakeholders’ expectations and be flexible. You are capable of proactive and reactive communication. You can facilitate difficult discussions within the team. (Relevant skill level: working)

●          Maintaining delivery momentum. You can facilitate the delivery flow of a team, managing the pace and tempo. You can actively address internal and external risks, issues and dependencies including where ownership exists outside the team. (Relevant skill level: practitioner)

●          Planning. You understand the environment and can prioritise the most important or highest value tasks. You can use data to inform planning. You can manage complex internal and external dependencies. You can provide delivery confidence. You can remove blockers or impediments that affect plans and can develop a plan for difficult situations. (Relevant skill level: practitioner)

●          Team dynamics and collaboration. You know how to bring people together to form a motivated team. You can help to create the right environment for a team to work in and can empower them to deliver. You can recognise and deal with issues. You can facilitate the best team make-up depending on the situation. (Relevant skill level: working)

Desired skills for this role

●          Commercial management. You can act as the point of contact for contracted suppliers. You know how and when third parties should be brought into digital, data and technology (DDaT) projects. (Relevant skill level: working)

●          Financial management. You know how to balance cost versus value. You can consider the impact of user needs. You can report on financial delivery. You can monitor cost and budget; you know how and when to escalate issues. (Relevant skill level: working)

●          Delivery experience - Ability to demonstrate successful operational delivery of a digital service

Offered 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%

Selection process details

We are for everyone 

At DLUHC we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We promote equality of opportunity in all aspects of employment and a working environment free from discrimination, harassment, bullying and victimisation. 

We would strongly recommend that applicants get in touch with the vacancy manager to find out more information about this role. 

We are for everyone  

CV and Cover Letter Declaration 

We recruit based on your knowledge and skills, and not background, gender or ethnicity - this is called name blind 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: 

Examples: 

Experience 

Technical Ability 

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

The interview will be of a blended nature consisting of experience, technical, ability and strength based questions as listed in the advert. The strength based questions will require natural responses from the candidates. Candidates will be expected to complete a written exercise at interview stage, the details of which would be provided upon invitation.

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

Experience: Yes - Experience questions will be based around the essential skills and criteria as listed in the job description 

Technical: Yes – Technical questions will be based around the essential skills and criteria as listed in the job description. 

Strength: Yes

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 £40,390 (London) £37,064 (National).  

• For existing civil servants, the usual policy on level transfer and promotion will apply and is non-negotiable 

Benefits 

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

Any move to DLUHC 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 DLUHC employees, please see the attached Candidate Pack. 

Location 

• Belfast

• Birmingham

• Bristol

• Cardiff

• Darlington

• Leeds

• London

• Manchester

• Newcastle-upon-Tyne

• Norwich

• Wolverhampton

Sift and Interview dates 

 
We will be sifting applicants as we go – so please don’t wait until the deadline to submit your application. Interview dates will be confirmed at a later stage, 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. Due to the length of time CTC checks can take, our HR Shared Services team will contact reserve list candidates for London based roles to commence CTC checks. Those candidates who do not wish to remain on the reserve list should contact recruitment@levellingup.gov.uk to be removed from the reserve list. 

SC (Security Check): 

Important note 

Successful candidates for roles based in our 2 Marsham Street building must meet the security requirements before they can be appointed. 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 DLUHC 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 DLUHC. Please see the Candidate Pack for further information on the Internal Fraud Database. 

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 DLUHC candidate pack regarding nationality requirements and rules 

Candidate Pack Information 

Please see attached Candidate pack for further information. 

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 DLUHC as a participating government organisations. DLUHC 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