Deputy Director of Operations

This role will be based in one of the VOA locations in England and Wales. Please note this excludes Scotland and London VOA offices.

The Deputy Director of Operations role is central to translating organisational priorities into measurable results. The Deputy Director will provide strategic oversight and hands-on leadership to large, geographically dispersed teams, ensuring that delivery is aligned with the VOA’s business objectives and wider government priorities. The post holder will be expected to drive continuous improvement, embed a culture of high performance, and ensure that operational delivery is both resilient and adaptable in the face of changing demands.

A key aspect of the role is to ensure that the VOA’s services are delivered at scale, to a high standard, and in a way that delivers value for money. This includes overseeing the implementation of new delivery models, managing risk, and ensuring that operational decisions are informed by robust data and insight. The Deputy Director will also play a critical role in shaping the future of the Agency’s services, identifying opportunities for innovation and transformation that support long-term sustainability.

The post holder will need a strong track record of leading large-scale operations in a complex, customer-focused environment. They will bring strategic thinking, commercial acumen, and the ability to lead through others, building capability and fostering collaboration across teams. Strong stakeholder engagement skills are essential, as is the ability to influence at senior levels across government and the wider public sector.

This is a high-impact role at the heart of the VOA’s leadership team. The Deputy Director of Operations will play a pivotal role in ensuring that the Agency continues to deliver trusted, high quality services that support fair taxation and public confidence. This post holder reports directly to the VOA’s Chief Operating Officer and will be a member of the senior operational management team.

The post holder currently has line management responsibility for four people, who between them are responsible for circa. 1,100 people across 30 VOA locations in England and Wales. The VOA is at an exciting point in its transformation programme and there will be some significant changes to operational activity, so the leadership demand remains constant. The post holder will play a key role in planning and managing strong business performance across COO, while modernising the way services are delivered in line with the Agency’s strategic objectives.

Responsibilities

• Lead the strategic and operational delivery of core VOA services, ensuring consistent performance across large, geographically dispersed teams.
• Translate organisational priorities into actionable delivery plans, driving measurable improvements in efficiency, effectiveness, and customer outcomes.
• Oversee the implementation of service improvements and transformation initiatives, ensuring operational resilience and adaptability to changing demands.
• Manage performance across directorates, using data and insight to monitor progress, identify risks, and ensure accountability for results.
• Build strong relationships with internal and external stakeholders, ensuring alignment of delivery with wider government objectives and customer expectations.
• Champion a culture of operational excellence, continuous improvement, and inclusive leadership, fostering capability, bringing on talent and enabling innovation across the organisation.
• Work closely with the technology transformation programme to embed a new cloud-based system, ensuring it is effectively integrated into operations to transform and modernise the way services are delivered.