Description To serve the people of Scotland, Social Security Scotland needs to ensure access to our support services within local communities. This job is an exciting opportunity to deliver a face to face service to support clients across Scotland. In all instances the successful candidate must be prepared to travel across Local Authority areas to support their teams. As a Local Delivery Operations Manager at Social Security Scotland, you will report to the Operational Lead. You will be responsible for teams within Local Delivery which is part of Client Services Delivery division. You will be expected to work closely with the Operational Lead to meet operational objectives and business priorities. In this role you will lead and manage front line Local Delivery operational teams in a client focused service environment. You will also be responsible for the collation of management information across Local Delivery to analyse and interpret this data to drive performance across the service. You will be accountable for the local service, work collaboratively with stakeholders to deliver a tailored and seamless journey for those accessing our services. You will provide day-to-day operational support, fostering a culture that reflects our core values of fairness, dignity, and respect. Promoting diversity and inclusion, you will ensure all staff are supported to grow and develop their capabilities. We are looking for someone who is energetic, adaptable, and able to build trust and lead by example. The ability to respond flexibly to changing priorities is essential to succeed in this dynamic and evolving role. Responsibilities Responsibilities Lead and manage front line Local Delivery operational teams in a client focused service environment, providing strategic direction and ensuring the Scottish Government’s culture and values for social security are applied. Analyse trends and insights from data to inform operational decision-making and forecasting. Be responsible for the effective and efficient management of resource and locations in order to deliver a tailored and seamless client journey for those accessing our services, whilst maintaining stakeholder relationships within these locations. Work in partnership with stakeholders and collaborate with teams such as the Performance Quality and Planning team and Operational Improvement team, identifying service enhancements to improve the client experience and improve performance. Manage change impacts to ensure consistent levels of service. Monitor and manage the performance of the Local Delivery service using data tools (e.g. Excel) to source, validate and analyse performance data. Evaluate delivery trends, identifying risks and informing operational decision-making through dashboards and reports. Embed a culture of engagement and inclusivity that values continuous development and demonstrates fairness at all levels. Act as a role model in upholding our Charter and values, ensuring that staff feel supported and respected in their work environment. Ensure all teams manage data securely and in compliance with legal and organisational standards. Promote a culture of data accountability, ensuring insights are used ethically and effectively to support service delivery improvements. Qualifications Success Profiles Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Find out more about how we assess the Success Profile elements Experience Proven experience leading teams in a complex service delivery environment, with a strong track record of managing a front facing service, enhancing performance and driving quality improvements. Behaviours Making Effective Decisions - (Level 3) Communicating and Influencing - (Level 3) Managing a Quality Service (Level 3) You can find out more about Success Profile Behaviours here. Technical/Professional Skills ▪ Data and insight - (Level: Working) Further information about these skills can be found here Core ODP Skills - Operational Delivery Profession How to apply Apply online, you must provide a CV and a Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the Success Profiles above. If invited for further assessment, this will consist of an interview and presentation. Should a large number of applications be received an initial sift may be conducted using the CV and supporting statement on the first behaviour – Making Effective Decisions (Level 3). Candidates who pass the initial sift will have their applications fully assessed. We aim to provide feedback on request. However, if we receive a large number of applications, it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment. Expected Timeline (subject to change) Sift – w/c 1 st September 2025 Interview – w/c 22nd September 2025 Reserve List In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months. About us Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find out more about us here We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules. Working pattern Our standard hours are 35 hours per week, and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where our colleagues spend 2 days per week in one of our offices. This may be in our Dundee or Glasgow offices, or in one of our Local Delivery base locations throughout Scotland. Social Security Scotland’s Local Delivery service works throughout Scotland in each of the thirty-two local authority areas. The base locations that can be considered for this role include: Glasgow, Dundee, Orkney, Shetland, Western Isles, Highlands, Moray, Aberdeen City, Aberdeenshire, Argyll & Bute, Edinburgh, East Lothian, West Lothian, Midlothian, Scottish Borders, Falkirk, Clackmannanshire, Stirling, Dumfries & Galloway, North Ayrshire, South Ayrshire, East Ayrshire. There will be occasions where travel to other Social Security locations will be required. This role includes travel across Local Authority areas throughout Scotland including the islands that you may be responsible for. While it is not mandatory to hold a valid driving licence, access to regular and efficient transport must be readily available to fulfil our commitment to support clients and our people. We will consider requests for part-time and term-time working patterns, subject to business requirements. Equality Statement Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot. Find out more about our commitment to diversity and how we offer support and recruitment adjustments for anyone who needs them. Further Information This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland or the broader Scottish Government. Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade. If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot If you have any questions about the role, please contact Laura Thomson laura.thomson3@socialsecurity.gov.scot or Anne Cummiskey Anne.cummiskey@socalsecurity.gov.scot Apply before Thursday 21st August at 23.55 Contact Name - Resourcing Team Contact Email - recruitment@socialsecurity.gov.scot