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Operational Service Delivery Manager

Job Description

Work on one of the Government’s key digital services, whose primary objective is to deliver excellent services. This position requires close collaboration with a range of delivery partners and suppliers, so 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 Service meets the needs of citizens and local authorities.

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. 


  • Manage the day-to-day running of the new Service including operational, technical and website support.

  • Ensure enhanced service support arrangements are effectively implemented in advance of major events.

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

  • 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 

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

  • Represent the digital service at relevant governance meetings consisting of a number of key stakeholders.

Your skills:

  • experience in delivering digital projects and products

  • experience using a range of agile project management methods

  • ability to build strong relationships with a wide base of stakeholders

  • 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