EOI - Deputy Director Client Services Delivery in Dundee

Expressions of interest are invited from substantive Deputy Directors on level transfer or Band C staff for this development opportunity on temporary promotion to Deputy Director Client Services Delivery, Social Security Scotland. This post is initially for 3 months with the possibility of extension.

Social Security Scotland is an Executive Agency of the Scottish Government, responsible for delivering Scotland’s social security system in line with the principles set out in the Social Security (Scotland) Act 2018 and our Charter. Our purpose is to provide support with dignity, fairness and respect to the people and communities we serve. We currently deliver 18 benefits to people on low incomes, disabled people, carers, young people entering employment and households requiring support with energy costs, reaching one in three people across Scotland.

This is a critical and high-profile senior leadership role, offering the opportunity to make a tangible difference to the lives of people across Scotland. As one of six Deputy Directors within Social Security Scotland, you will provide strategic leadership for the Client Services Delivery Division, overseeing the operational delivery of benefits and helping to shape the future direction of Scotland’s social security system. You will lead within a complex and fast-paced environment, delivering high-quality outcomes under significant ministerial, public and stakeholder scrutiny. The role requires strong operational leadership, sound judgement, and the ability to lead through change while maintaining a focus on service excellence.

Working closely with Ministers, senior officials across government, public sector partners and external stakeholders, you will play a key role in the ongoing development, delivery and continuous improvement of Scotland’s social security services.

• Provide strategic leadership for Social Security Scotland’s Client Services Delivery function, leading over 3,000 operational delivery and registered health and social care colleagues to deliver services aligned with the values of dignity, fairness and respect and Civil Service standards.
• Ensure the effective delivery of client services across Scotland, maintaining high-quality, accessible and person-centred services in line with the Social Security Charter and organisational commitments.
• As a visible and values-led leader, you will lead through others to build a high-performing, inclusive and engaged workforce. In line with the Civil Service Leadership Statement, Social Security Scotland Charter and People Strategy, you will drive a culture of openness, accountability, learning and collaboration, developing organisational capability, nurturing talent and strengthening leadership capacity to ensure the long-term success of the organisation.
• Lead operational performance, risk and service improvement, using client insight, stakeholder feedback and management information to drive continuous improvement, deliver value for money and safeguard organisational reputation.
• Act as a key member of the Agency senior leadership team, shaping organisational strategy and transformation, while working collaboratively with Scottish Government's Social Security Directorate to deliver strategic and Ministerial priorities.
• Build and maintain effective relationships with Ministers and senior stakeholders, providing assurance, performance reporting and strategic advice to support informed decision-making and public accountability.
• Oversee workforce, financial and business resilience planning, managing an annual budget of approximately £170 million, ensuring compliance with public finance requirements, maintaining operational capacity and capability, and leading robust business continuity and incident management arrangements to sustain critical services.

This role can be based in either Dundee or Glasgow, but regular travel will be required across Social Security Scotland sites and to Scottish Government locations, particularly Edinburgh and Glasgow, to provide visible leadership, engage with key stakeholders and support collaborative delivery across the organisation. The organisation operates on a hybrid basis, with a minimum office attendance of two days per week. Individuals on any working pattern can apply for any post. Job sharers are encouraged to apply.

Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on.

• Substantial experience operating at a senior strategic leadership level within a large, complex service delivery environment, with accountability for delivering high-volume, customer-focused services through multi-disciplinary teams.
• Evidence of leading large-scale operational delivery, maintaining performance, quality, and customer outcomes while responding to changing priorities, demand, and policy requirements.
• Experience of leading across organisational boundaries to deliver operational outcomes, taking a whole-system approach to complex and dynamic challenges.
• Proven ability to build and sustain effective relationships with internal and external partners, remove barriers to delivery, manage dependencies and risks, and drive continuous improvement across end-to-end services.
• Experience as a visible and influential corporate leader, contributing beyond own area of responsibility to achieve organisational objectives.
• Demonstrable experience of working collaboratively as part of a senior leadership team to shape strategy, lead organisational change, improve organisational performance, and foster a high-performing, inclusive culture.

• Managing a Quality Service (level 5)
• Leadership (level 5)
• Developing Self & Others (level 5)
• Seeing the Bigger Picture (level 5)

Further information about this opportunity is available from Karyn Lavelle, Social Security Scotland Chief Operating Officer. Your expression of interest and CV (no longer than 2 pages) should be sent to ChiefOperatingOfficer@socialsecurity.gov.scot closing on 29th of July at 23:55. The expression of interest, which should be no longer than 750 words, should explain how you meet the requirements of the post, why this would be a great opportunity for you at this stage in your career and what you would bring to the role. The note should confirm that you have discussed the opportunity with your Director and/or Deputy Director and that they would be content to release you if the application is successful. This role is open to internal candidates and Common Citizenship organisations only.

The selection process will be short and light touch. Candidates who are considered to have the skills and experience will be invited to an informal discussion with the recruiting manager and another Director. They will recommend the candidate considered most suitable for the opportunity. Applicants must be available to start within four weeks of a successful application outcome. Salary on temporary promotion will be at the Deputy Director minimum (£93,667). On return to your substantive grade your salary will be adjusted accordingly.