Contract and Operations Manager in Nottingham

This job is with Driver and Vehicle Standards Agency, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

About the job

Can you build strong supplier relationships while ensuring high-quality services are delivered effectively and efficiently? Do you have experience managing contracts, resolving operational issues, and driving continuous service improvement? If so, we'd love to hear from you!

Join a team at the heart of delivering a vital service to millions of customers. As an HEO, you will play a key role in supporting the Theory Test Contract Manager in the operational management of one of DVSA's Theory Test Contracts, either the Test Centre Network (TCN) or the Theory Test Assessment Platform (TTAP). Working closely with suppliers and stakeholders, you will help monitor performance, ensure the delivery of a high-quality customer experience, and contribute to operational decisions that drive continuous improvement and contract success.

The Theory Test Service

Learner drivers of all vehicle categories are required to pass a theory test to acquire eligibility to take a practical driving test. The theory test service is a significant component of DVSA's Driver Services Directorate. DVSA manages the 'back office' elements of the theory test service including a Customer Relationship Management (CRM) system to manage bookings and test events. We also manage a test engine underpinning test delivery, which is deployed across a network of test centre locations covering the UK.

This service model was adopted in September 2021 when multiple new teams and processes were stood up within DVSA and key suppliers to ensure the service was operationally ready and fully supported. There are 210 public test centres in the UK operated on behalf of DVSA by delivery partners. This includes in Northern Ireland to whom DVSA provides theory tests. There are over 180 registered In-House Theory Test Centres (IHTTCs) holding delegated authority to provide theory tests for their employees, which includes bus companies, the emergency services and MoD.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary.
• 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 and a privilege day for the King's birthday.
• Flexible working options where we encourage a great work-life balance.

Your responsibilities will include, but aren't limited to:

• Manage the operational relationship with the supplier, approving requests from them on changes to operational delivery that are in the best interests of the Service.
• Manage TCN-raised incidents, working with the supplier to achieve an effective resolution.
• Monitor operational KPI's, producing statistical information as required.
• Monitor and manage supply of TCN capacity for a specific region and support the monitor of supply at a national level.
• Liaise with relevant stakeholders to ensure that internal and external customer needs are met and that these requirements are fully communicated throughout the business.
• Execute management responsibilities effectively and in line with DVSA policies and processes, working with, leading, and acting as a role model for team members and colleagues in line with Civil Service values.

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

• Experience of operational management, e.g. incident management and monitoring service performance.
• Experience of relationship management.
• Experience of the commercial cycle including tender evaluation, contract award and ongoing contract management.

You will hold or be willing to gain:

• Cabinet Office Government Commercial College (Contract Management) - foundation level.
• Or, Chartered Institute of Procurement and Supply - level 4 practitioner.

Occasional travel and overnight stays to other DVSA sites may be required.

This role can be based in: Nottingham, Newcastle upon Tyne, Bristol, Swansea, Garretts Green (Birmingham), Leeds, Chadderton or Yeading (Hayes).

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 32 hours per week. This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

Visa Sponsorship: Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours: We'll assess you against these behaviours during the selection process: Communicating and Influencing, Making Effective Decisions, Delivering at Pace.

Alongside your salary of £35,663, Driver and Vehicle Standards Agency contributes £10,331 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.

Artificial intelligence can be a useful tool to support your application; however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience.

Selection process details: This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience. The selection process for this role will be: Stage 1: Sift of CV and Personal Statement, Stage 2: Interview. You must be successful at each stage to progress to the next stage.

Reasonable Adjustments: As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best.

Contact point for applicants: Job contact: Kelly Philipson, Email: kelly.philipson@dvsa.gov.uk