Head of Service Delivery

Government Recruitment Service; Nottingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A government agency in the UK is seeking a Head of Service Delivery to lead the Corporate Systems and Services Team. This role involves driving strategic leadership and ensuring effective service delivery across the DVSA platforms. You will collaborate with senior leaders, manage stakeholder expectations, and oversee contract and supplier performance to enhance customer experience and service innovation. Ideal candidates will have strong skills in Agile project management and service management frameworks.

Benefits

Employer pension contribution of 28.97%

25 days annual leave increasing with service

Flexible working options

Qualifications

• Experience in driving strategic leadership and operational discipline across services.
• Subject matter expert for Shared Services integration projects.
• Managing HR information as Information Asset Owner.
• Overseeing contracts and supplier performance.
• Representing DVSA at governance boards.
• Strong negotiation skills with senior leaders.

Responsibilities

• Lead the Corporate Systems and Services Team.
• Ensure alignment with strategic priorities and enhance customer experience.
• Manage stakeholder expectations and build strong relationships.
• Oversee the contact management portfolio.
• Drive continuous improvement and service innovation.
• Line-manage the Shared Services team.

Skills

Agile project management

Service management frameworks

Stakeholder engagement

Leadership skills

Contract management

Job description

Can you lead the delivery of support services within a large organisation?

Have you effectively worked across functions and organisations, collaborating with senior leaders?

Are you experienced in Agile project management, application of governance and service management frameworks?

If so, we’d love to hear from you!

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’re working hard to:

• make roads safer

• improve services for our customers

• make road transport greener and healthier

• harness the potential of technology and data

• grow and level up the economy

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here

• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday

• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.

The Head of Service Delivery is responsible for the effective delivery and management of DfT’s Shared Services platform and service provisions for DVSA. This includes leadership of the Corporate Systems and Services Team and oversight of the contact management portfolio for the People Directorate. The post holder will work collaboratively with the Head of Corporate Systems & Service Management, as well as business and corporate leaders, to ensure alignment with the organisation’s strategic priorities. These priorities include enhancing the customer experience, driving service delivery discipline, and enabling scalable and efficient service delivery. The role is central to continuous improvement, service and contract optimisation, supplier management, and service innovation across supported platforms and teams.

To be successful in this role you will need to have the following experience:

• Driving strategic leadership and operational discipline across services.
• Acting as subject matter expert for projects requiring Shared Services integration.
• Managing HR information as Information Asset Owner and ensuring compliance with legal, audit, and ERP requirements.
• Representing DVSA in DfT’s Unity programme and managing relationships with DfT and Cabinet Office.
• Overseeing contracts, supplier performance, and ITSM query triage.
• Leading and developing the Corporate Systems and Services Team to deliver efficient, customer-focused services.
• Manage stakeholder expectations and build strong relationships across business areas, customers, and suppliers.
• Negotiate resources, timelines, and change plans with senior leaders to support delivery.
• Provide clear leadership and vision, line-manage the Shared Services team, and collaborate with senior leaders.
• Represent DVSA at governance boards, external events, and maintain awareness of legislative and commercial developments.
• Drive stakeholder engagement and manage key customer relationships to achieve strategic outcomes.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.