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The Individual Electoral Registration Digital Service (IER DS) 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 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 will: 

• 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 (such as the monthly Cyber Security Working Group) and the IER DS Operations Board, a monthly meeting consisting of a number of key stakeholders.

Responsibilities

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 

• 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)

• Life-cycle perspective. You recognise when to move from one stage of a product life cycle to another. You can ensure the team is working towards the appropriate service standards for the relevant phase. You can manage delivery products and services at different phases. (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)

• Making a process work. You can identify and challenge organisational processes of increasing complexity and those processes that are unnecessarily complicated. You know how to guide teams through the implementation of a new process. (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 

• 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

Selection process details

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 

DLUHC want to bring in a diverse workforce at all levels.  

Our application system is designed to remove as much bias as possible from the recruitment system – this means that a hiring manager does not know your name, your details, see your whole application in one go (or have your CV at review stage unless stated otherwise).  

Your answers are randomised and chunked up. This means that each assessor views sets of responses to questions for example all candidates’ responses to ‘Seeing the Big Picture’ rather than seeing a candidate’s full application. The science behind this is that recruitment can be subject to ordering and fatigue effects and we want to reduce this as much as possible.  

Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors. 

When writing your application, remember: 

• The assessor won’t be reading your answers sequentially.  

• Do not assume that the same assessors will have read all of your answers.  

• If talking about something in your first answer, make sure that you write the second answer as if you had not written the first (and so on!) 

At sift, we will be assessing:

Experience (Lead): Provide an example of when you have delivered a high quality public service in Digital Delivery

Technical: Provide an example of Agile working when delivering a Digital Service

Behaviour 1: Making Effective Decisions

Behaviour 2: Managing a Quality Service

There is a 250 word limit per question. 

In the event that we receive a large number of applications, we may conduct an initial sift using the lead element listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview 

The interview will be of a blended nature consisting of behaviour, experience, technical and strength based questions as listed in the advert. The strength based questions will require natural responses from the candidates. There will also be a requirement for a presentation to be prepared and delivered at interview stage, further details will be disclosed within the invite to interview. 

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

Behaviours: Making Effective Decisions, Managing a Quality Service 

Experience: Yes, as above at sift. There will also be Experience based questions within the interview linked to the experience required in the job description. 

Technical: Yes, as above at sift. There will also be Technical based questions within the interview linked to the Technical knowledge required in the job description. 

Strengths: Yes

We do not consider direct CV applications to our Recruitment mailbox – 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 

 DLUHC is in the process of implementing a DDaT capability framework, effective 1st August 2022. Successful applicants who choose to be included in the framework will be required to complete a capability assessment. DLUHC will honour completed capability assessments for this role from other government department for existing Civil Servants 

SEO salary 

• The salary for this role is £36,337 (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. 

GEOGRAPHICAL LOCATION: 

• Leeds

• Wolverhampton 

SIFT AND INTERVIEW DATES: 

Sifting is envisaged to commence 9th August with interview dates to be confirmed. All interviews are currently being held remotely via videocall.