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Job description

The Director, Service Delivery, will report to the HM Passport Chief Operating Officer and will be responsible for the delivery of passport production for the UK. This is a significant operational leadership role which will focus on ensuring citizens receive a high quality service in line with our published standards. The role will include wider leadership across Whitehall through the Operational Delivery Profession, while being a full board member with corporate responsibility for the running of Her Majesty's Passport Office.

The list of core responsibilities, whilst not exhaustive, includes:

  • Lead significant organisational change, creating the culture, capability and capacity for delivery of current and future transformation.

  • Ensure future design and delivery plans are fit for purpose.

  • Customer service delivery and continuous improvement, including meeting of SLAs and appropriate KPIs

  • Professional development of our people, promoting the Operational Delivery Profession in HMPO

  • Actively leading and promoting diversity and inclusion in all our work together and deliver for those using our services.

    Key Responsibilities

    The role is to support the Chief Operating Officer in the day to day running of HMPO, leading the service delivery operations comprising c2000 FTEs across 13 sites in the UK, with an Operations budget of £150M.

  • Providing effective and highly visible leadership to the Service Delivery Leadership team and to the geographically distributed workforce to drive business performance

  • Ensuring the efficient and effective delivery of c7million passports annually within agreed service levels and in line with public protection and customer service commitments

  • Act as SRO for key projects within the HMPO Transformation portfolio and play an active role in supporting and driving the organisational changes required to realise the HMPO vision for 2020 and beyond

  • Ensuring all necessary internal controls and accounting standards are met and that financial risks are properly managed and mitigated with robust financial forecasts captured, validated and challenged monthly in line with delegated budgetary authority

  • Maintaining key operational partnerships across Home Office and across Government, in particular with UKVI and FCO

  • Work with outsourced partners to ensure a coherent end-to-end, integrated service to customers

  • Work in close collaboration with the HMPO Senior Leadership Team, to maintain the balance between efficiency, counter-fraud and customer service; monitoring operational performance and making adjustments to maintain delivery across all areas

  • Building capability within the service delivery team to meet current and future business needs and to build the reputation of the organisation as an excellent place to work which attracts the brightest and the best staff

  • Provide leadership, coaching and carry out line management responsibilities for six Direct Reports

  • Be an active member of the HMPO Management and Transformation Board, driving forward the Operational Excellence and Inclusion agenda and role modelling the behaviours set out in the Civil Service Leadership statement

    ESSENTIAL CRITERIA - Experience Criteria

  • A clear record of success in implementing large scale business transformation in an operational context

  • Experience of leading performance and service delivery in a large scale complex, fast paced environment with challenging deadlines

  • Astute business awareness, understanding the changing context to manage risk and reach sound judgements and decisions based on evidence, suitable to business needs.

    Please note the Success Profiles Behaviours are level 5 not 6 as previously advertised.


    We'll assess you against these behaviours during the selection process:
    • Leadership
    • Delivering at Pace
    • Working Together



    Civil Service pension schemes may be available for successful candidates.

    Things you need to know


    Successful candidates must pass a disclosure and barring security check.

    Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

    Selection process details

    This vacancy is using Success Profiles , and will assess your Behaviours and Experience.

    Feedback will only be provided if you attend an interview or assessment.

    Nationality requirements

    Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .

    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 .

    The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

  • Industry
    Job Sector
    IT & Telecoms
    Job Position
    Service Delivery
    London, UK Show on map
    Post date
    Closing date

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