Delivery Manager

HM Courts & Tribunals Service (HMCTS); Glasgow; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A public service organization in Glasgow is seeking a Delivery Manager to oversee tribunal operations and ensure efficient service delivery. The ideal candidate will have strong people management and problem-solving skills, capable of leading teams and collaborating with multiple stakeholders. This role requires adaptation to various challenges while maintaining a customer-focused approach. A commitment to public service and improving operational efficiency is essential. The position is based in Glasgow with potential travel across Scotland and offers flexible working arrangements.

Benefits

Annual leave: 25 days increasing to 30 days

Flexible working arrangements

Training and development opportunities

Pension schemes

Qualifications

• Proven experience in a challenging operations or management role.
• Demonstrable people management and coaching skills.
• Ability to manage resource allocation effectively.

Responsibilities

• Oversee daily operations to ensure smooth service delivery.
• Support Deputy Head of Tribunal Operations in meeting performance objectives.
• Build relationships with judiciary and support agencies.

Skills

People management skills

Problem-solving skills

Communication skills

Stakeholder management

Experience in operations management

Leadership skills

Job description

General Information

Salary £35,335 - £37,847

Working Pattern: Full Time, Part Time, Part Time/Job Share, Flexible Working

Vacancy Approach: External

Location: Glasgow, Scotland

Closing Date: 05-Feb-2026

Post Type: Permanent Civil Service Grade HEO

Reserve List: 12 Months

Job ID: 14094

Job Description

Proud to serve. Proud to keep justice going.

Our Delivery Managers play a critical role helping deliver justice. If you are customer‑focused, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role in HMCTS Scotland.

About Us

HM Courts and Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales and non‑devolved tribunals in Scotland and Northern Ireland. Our roles support our service users and colleagues within HMCTS, helping people and businesses access potentially life‑changing justice. We are looking for individuals who are committed to public service and making a difference in people's lives to deliver justice.

About Your Role

The Glasgow Tribunals Centre serves as Scotland's primary hub for tribunal administration and hearings, supporting five jurisdictions, led by the Head of Tribunal Operations, Service Performance and Improvement. You will be responsible for the smooth running of daily operations, supporting your Deputy Head of Tribunal Operations to meet operational needs, deliver performance objectives and provide a consistent and customer‑focused service.

You will maintain positive and effective working relationships with the judiciary, supporting agencies, voluntary and user groups, and strive for continuous improvement to improve operational efficiency. You will be familiar with work environments that are process and compliance driven and able to constructively manage complaints and complete corrective actions within set timescales. You understand the importance of Health and Safety, IT/Workstation compliance and identifying and escalating any Court facilities issues to HMCTS Estates teams.

About You

Are you a hands‑on problem solver with the ability to engage with people at all levels and to deliver excellent service through effectively leading a team? Are you able to reflect on an issue and take a collaborative and diplomatic approach to your work? If you do, this varied and challenging role is for you. A confident communicator, you will use your skills and abilities to effectively work and engage with all court users, lead the team and set local priorities and objectives aligned to national/regional strategies and plans.

Driven by your enthusiasm to provide excellent customer service through your team, you know that employee engagement, morale and motivation are key to delivering a highly effective performance. You are able to give direction and support to managers to develop their team plans, form part of the overall business plan for the cluster, ensuring targets are met, the team is resourced and trained effectively to meet your allocated budget, and you identify and implement solutions to local problems.

Skills and Experience

• Proven experience in a challenging operations or management role with the ability and willingness to adapt and learn at pace.
• Demonstrable people management and coaching skills, leading, developing, and managing teams to drive performance in a service‑focused environment to deliver measurable results.
• A strong leader with the ability to manage resource allocation, lead teams through change with the confidence to make informed and timely decisions and drive continuous improvement.
• Ability to build relationships and manage key stakeholders at all levels and communicate messages clearly both verbally and in writing.
• Ability to resolve complex problems, including analysing and interrogating data to identify trends and challenges and promote collaboration to implement solutions.
• Experience of building a network of colleagues and contacts to develop capability and deliver progress on local priorities and HMCTS and MoJ strategic objectives.

Further Details

This operational role is customer‑facing, requiring successful applicants to be office‑based to provide HMCTS services to the public.

Standard full‑time working hours are 37 hours per week. HMCTS welcomes part‑time, flexible and job‑sharing working patterns, where they meet the demands of the role and business needs, and are agreed before appointment. All applications for part‑time, flexible and job‑sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Applications for part‑time working would be considered; however, due to the nature of the role the minimum hours would be 30 hours per week over 4 days. We are unable to accommodate Monday or Friday as non‑working days.

Location and Travel

Although this role is based at Glasgow Tribunals Centre, regular travel between venues across Scotland, including Dundee, Aberdeen, and Inverness, will be required on at least a quarterly basis.

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non‑contractual form of flexible working that blends working from your base location, different MoJ sites and/or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Benefits

The MoJ offers a range of benefits:

• Annual leave: 25 days on appointment and will increase to 30 days after five years of service.
• Pension: The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
• Training: The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
• Networks: The opportunity to join employee‑run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed directly to senior management.
• Support: A range of Family Friendly policies such as opportunities to work reduced hours or job share; access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services; paid paternity, adoption and maternity leave; free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached these principles, you are able to raise a formal complaint in the following order:

• To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e‑mail).
• To Ministry of Justice Resourcing team.
• To the Civil Service Commission (details available).

As a Disability Confident employer, the MoJ is committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities by making adjustments throughout all elements of the recruitment process and in the workplace.

Diversity & Inclusion

The Civil Service is committed to attracting, retaining and investing in talent regardless of background. For more information see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

Eligible Job Applicants

• UK nationals
• Nationals of the Republic of Ireland
• Nationals of Commonwealth countries who have the right to work in the UK
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members with settled or pre‑settled status under the EU Settlement Scheme
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members who have made a valid application for settled or pre‑settled status under the EU Settlement Scheme
• Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for the EU Settlement Scheme on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ: If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e‑mail. Please quote the job reference: 14904.

HMPPS: If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e‑mail. Please quote the job reference: 14094.

Job Description Attachment

• HEO- Delivery Manager - Scotland -Job Description.docx (Job Description Attachment)

Application Process

We will assess your experience for this role via a Statement of Suitability. Your statement should refer to the essential knowledge, skills and experience outlined in the job advert and demonstrate real‑life evidence linking your experience to the essential criteria. The Statement of Suitability allows up to 500 words and should be written in a clear, direct manner.

Technical Questions: In the application form you will be asked: "Thinking about your current or previous roles, what do you think are the top 3 transferable skills you could bring to this role, and how do you put these into practise each day?" (Word limit 250).

Interview Dates: In person interviews expected to take place week commencing 23 February 2026.

Security Checks: DBS Basic.

Artificial Intelligence: AI may be used to support your application, but all examples and statements must be truthful, factually accurate and taken directly from your own experience.