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- Tasks: Lead operational improvements and drive strategic changes in client services delivery.
- Company: Join Social Security Scotland, making a real difference in people's lives.
- Benefits: Flexible working options, supportive environment, and diverse workforce.
- Why this job: Be a key player in enhancing services for those in need across Scotland.
- Qualifications: Experience in service delivery and strong leadership skills required.
- Other info: Opportunity for career growth within a recognised Civil Service profession.
The predicted salary is between 28800 - 48000 £ per year.
Client Services Delivery is the main operational delivery division within Social Security Scotland. Our teams deliver a wide range of benefits and services to those most in need across Scotland. This includes people on low incomes, disabled people, carers, young people entering the workplace and helping people heat their homes.
The Operational Improvement function within Client Services Delivery is responsible for delivering operational changes and improvements, supporting benefit/service design and live operations, and ensuring operational readiness (including incidents and outages). The Operational Improvement Manager (B3) is a senior leadership role within Client Services Delivery, accountable for strategic operational improvement delivery and advocacy for operational experience across Social Security Scotland. The B3 leads multiple workstreams (Programme for Government initiatives, release readiness, triage, benefits/services, cross-cutting components) and manages Performance Improvement Managers (B2), ensuring alignment with organisational priorities and values.
This role will be responsible for the strategic ownership of operational improvement backlog, while influencing agency-wide priorities. In this role you will be joining the Operational Delivery Profession which is a recognised Civil Service profession and the largest profession within Social Security Scotland. As a client facing organisation, delivering benefits to the people of Scotland, being part of the profession recognises the important role you will undertake.
Responsibilities
- Strategic leadership and line management of B2 managers: Provide vision, coaching, and development; ensure performance, QA, and cultural alignment.
- Influence and negotiate operational priorities across internal/external stakeholders; advocate for operational experience in agency-wide decisions.
- Resource and budget oversight: Manage workforce capacity and affordability requirements; ensure efficiency and value for money.
- Strategic backlog ownership and prioritisation: Direct large/complex improvements and digital/non-digital change; maintain prioritised backlog.
- Release readiness and assurance: Liaise with suppliers and delivery partners to minimise disruption; assess impacts and unintended consequences.
- Continuous improvement and innovation: Identify opportunities, lead root cause analysis, and drive systemic improvements.
- Governance and stakeholder reporting: Provide authoritative updates to senior forums; ensure compliance with organisational values and charter.
Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each.
Technical / Professional Skills
Adaptability to change (Level: Practitioner)
Experience
Experience of service delivery within or for an operational environment.
Behaviours
- Communicating and influencing (Level 3)
- Seeing the bigger picture (Level 3)
- Leadership (Level 3)
How to Apply
Apply online, providing a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the Success Profiles above. Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Should a large number of applications be received, an initial sift may be conducted on the below Behaviour: Making Effective Decisions (Level 3). Candidates who pass the initial sift will have their applications fully assessed. If invited for further assessment, this will consist of an interview and presentation. We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Information Session
We are holding a candidate information session to provide you with information about the application and interview process, as well as further information on the role and team. The session will be held on Thursday 12th February 13:00 - 14:00 where we will be talking about:
- The Operational Improvement Manager role and team
- About Social Security Scotland
- Our recruitment process
- Q&A with the hiring manager
Timeline and Other Details
Expected Timeline (subject to change): Sift – w/c 23rd February 2026; Interview – w/c 16th March 2026.
Reserve List
In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.
About Us
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve.
We offer a supportive and inclusive working environment along with a wide range of employee benefits.
Working Pattern
Our standard hours are 35 hours per week and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either Glasgow or Dundee.
If you have specific questions about the role you are applying for, please contact us.
Equality Statement
Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post.
If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot.
Further Information
This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, or the broader Scottish Government.
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you can make a complaint by contacting Social Security Scotland at recruitment@socialsecurity.gov.scot in the first instance.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot.
Apply before Wednesday 18th February at 23:55.
B3 - Operational Improvement Manager in Dundee employer: Scottish Government
Contact Detail:
Scottish Government Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land B3 - Operational Improvement Manager in Dundee
✨Tip Number 1
Network like a pro! Reach out to folks in your industry, especially those already working at Social Security Scotland. A friendly chat can give you insider info and maybe even a referral.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research the Operational Improvement Manager role and think about how your experience aligns with their needs. Be ready to share specific examples of your leadership and operational improvement skills.
✨Tip Number 3
Show your passion for the mission! When you talk about your experiences, connect them back to how they can help improve services for people in Scotland. They want to see that you care about making a difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, keep an eye on the candidate information session for more insights into the role and team.
We think you need these skills to ace B3 - Operational Improvement Manager in Dundee
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operational Improvement Manager role. Highlight relevant experience and skills that align with the job description, especially around strategic leadership and operational improvement.
Craft a Compelling Supporting Statement: Your supporting statement is your chance to shine! Use it to provide clear examples of how you meet the Success Profiles. Keep it concise but impactful, and remember to stick to the 1000-word limit.
Be Honest and Authentic: While AI tools can help, ensure that everything you submit is genuine and reflects your own experiences. Plagiarism can lead to your application being withdrawn, so keep it real!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the info you need about the role and our organisation there!
How to prepare for a job interview at Scottish Government
✨Know Your Stuff
Make sure you understand the role of an Operational Improvement Manager inside out. Familiarise yourself with Social Security Scotland's mission and values, and think about how your experience aligns with their goals. This will help you articulate your fit for the role during the interview.
✨Showcase Your Leadership Skills
As a senior leadership role, it's crucial to demonstrate your leadership capabilities. Prepare examples of how you've successfully led teams or projects in the past, focusing on your ability to influence and negotiate with stakeholders. Highlight any experience you have in managing performance and driving cultural alignment.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and adaptability. Think of specific situations where you've had to make effective decisions under pressure, especially in operational environments. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. This shows your genuine interest in the role and the organisation. You might want to inquire about the current challenges facing the Operational Improvement team or how success is measured in this position. It’s a great way to engage with the interviewers and leave a lasting impression.
