Digital Operations Manager (Band 2/Grade 7)

Overview

As the Digital Operations Manager you will be responsible for overseeing digital service operations, both in Change and in Support, to ensure performance and utilisation of digital resources are analysed and optimised to ensure delivery of excellent service levels. You will be responsible for developing performance data and management information reports that will assist line managers in effectively managing and assuring activities within the team, ensuring compliance with people processes. Including the analysis, implementation, and maintenance of workforce management processes, as well as planning and reporting, along with administrative support to ensure resource utilisation, performance and workforce optimisation.

You will report to the Head of DevOps and take a lead role with digital operational resource performance to ensure the team are adequately trained and resourced to carry out their duties, identifying recruitment gaps and supporting recruitment onboarding. You will ensure that internal and external stakeholders receive excellent service through clear communication, efficient operational delivery and the effective use of management information to ensure positive digital delivery and support outcomes.

Part-time working hours are available for this role. We can accept part-time applicants who can commit to working a minimum of 30 hours per week.

Responsibilities

• Collaborate, engage, and, when necessary, challenge capacity, capability, utilization, workload and performance metrics of digital resources alongside peer functional leaders in the Digital Delivery and HSE Operational teams to maximise efficiency.
• Ensure staff are supported in their day-to-day operational activity and performance is constantly monitored and reviewed to facilitate optimisation.
• Work closely with internal stakeholders and government colleagues to ensure management information reports are produced to a high standard, enhancing performance culture within Digital and fostering collaboration across the Technology Division, Operational Services Division (OSD), and the broader HSE.
• Engage with Senior Project Managers, Product Managers, Delivery Managers, Technical Leads, Service Owners and SROs to monitor and maintain digital delivery progress to plan and budget.
• Oversee day-to-day creation of management information and performance data to optimise team availability and utilisation within operational support and the delivery of new digital services.
• Troubleshoot and resolve digital people performance issues during operational activities, ensuring minimal disruptions and steady performance during fluctuations in service demand, seasonal trends, or spikes in workload.
• Identify gaps in skillsets and recommend training and upskilling opportunities to improve resource flexibility.
• Support workforce planning processes for digital resources to help deliver a multi-year plan, ensuring future projects are resourced and gaps identified.
• Prepare and provide real-time dashboards and reports to Head of DevOps, technical leads and stakeholders on resource performance and utilisation.
• With the Head of DevOps, develop a culture of high performance and continuous improvement across the digital team, identifying improvements to processes, procedures and systems and validating feedback on improvement processes.

Location and Scheduling

Please note this role can be based in any HSE location (excluding our London offices); attendance at HSE Headquarters in Bootle will be required on occasion for full Technology Division meetings.

Application and Selection Process

• Please complete your online tests as soon as possible (within 24-48 hours recommended) to allow time to complete your full application. Complete your full application form and online tests by 12:00 Midday on Friday 26th September. If you fail to complete the online test and full application form by the deadline, your application will be withdrawn.
• Guidance for the test will be available when invited to take the test; tests are administered online via the CS Jobs website.
• If you pass the test, you will be invited to complete the final stage of your application.

Application Information

• An anonymised CV highlighting relevant career history, experience and qualifications aligned with the essential criteria.
• An anonymised Personal Statement (no more than 750 words) demonstrating experience aligned with the essential skills and criteria of the job advert.

Additional Information

• This role is not open to sponsorship under the points-based system.
• Security checks, residency requirements, and nationality requirements apply as part of Civil Service recruitment.
• Disability Confident and other Civil Service Diversity and Inclusion initiatives apply; adjustments are available on request.

Qualifications / Requirements

• Demonstrable experience of Operational management in the delivery or support of Digital services. (Lead criterion)
• Demonstrable experience of how to make operations efficient and championing operational management across the digital community and with leaders of operational delivery teams.
• Demonstrable experience in workforce planning, resource utilisation, problem solving, prioritisation and time-management skills, with the ability to work under pressure.
• Demonstrable IT/digital skills, including experience in the use of Excel, production of pivot tables and modelling techniques and knowledge and application of Microsoft Power BI.
• Experience of working within constraints, how to influence, challenge and coach, anticipate change and know where to challenge or remove constraints.
• Effective communication skills to convey complex information clearly.
• Strong interpersonal skills with the ability to understand, empathise with, negotiate and influence individuals and groups.

Benefits

• Salary: £60,760 plus Civil Service pension contributions (£17,602) and other benefits.
• Learning and development tailored to your role; flexible working options; inclusive culture.
• Competitive pay, Civil Service Pension (employer contribution), family-friendly policies, 25 days holiday rising to 30, and other benefits (Cycle to Work, EdenRed vouchers).