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Service Delivery Manager

On-site in London·Added today (last checked 23 Oct)

Ministry of Housing, Communities and Local Government (MHCLG)

14 open roles

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Our summary

Salary: £45,773 - £49,352 a year
About £3,040 - £3,250 a month after tax.
Work mode: On-site, London
Closing date: Apply by Wednesday 4 November
Pension: 28.97% employer pension
Commute: Cycle to work scheme

Skills

The role

Apply before 11:55 pm on Wednesday 4th November 2026

Details

Reference number

487076

Salary

£45,773 - £49,352

The salary for this role is £49,352 (London) or £45,773 (National).

For existing civil servants, the usual policy on level transfer and promotion will apply and is non-negotiable. More information can be found in our 'Things you need to know' section further down on this page.

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Senior Executive Officer

Contract type

Permanent

Type of role

Digital

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

Location

Bristol, Darlington, London, Manchester, Wolverhampton

About the job

Job summary

We are MHCLG

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people's lives. Whether it's through the homes we live in, the work of our local councils, or the communities we're all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year so if you're thinking of joining us, there's never been a more exciting time.

The Service Delivery Manager will be part of our Operations Team within Elections Digital team at MHCLG. This team is responsible for the DES portfolio of electoral services. Our services include:

Register to vote
Apply for a proxy vote
Apply for a postal vote
Apply for photo ID to vote (called a 'Voter Authority Certificate')
Overseas Electors Renewals
A product we have built for electoral teams in Local Authorities to support electoral administration (EROP).

We have lots to do. We must continue to improve our existing services to meet the needs of our users, especially those of disabled and other marginalised users. We must also think strategically about the future, understanding what problems still exist and champion user-centred ways of working to approach these issues.

You will be embedded in the Operations team, and specifically within the technical branch of the team. Tou will have daily responsibility for the Electoral Registration Officer Portal, but also be expected to develop and maintain a good all-round knowledge of the technical architecture of the portfolio.

This role will involve working closely with the product team on continuous improvement to our existing services, especially the portal.

*The role will also focus on ensuring the portfolio has a strong and resilient cyber security posture, engaging with OGDs and specialists as required with the support of the Technical Delivery Lead.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

Job description

We're looking for people with strong interpersonal skills who enjoy working in a demanding, high profile agile environment. We're looking for people who are passionate about agile working, who care about technology and who know how to deliver high quality services without an over-reliance on using AI tools. We want people who believe that how you work is as important as what you deliver.

As a Service Delivery Manager, you will:

Oversee the day-to-day operations of the ERO Portal and its integrated systems and services, ensuring seamless functionality and optimal performance.
Work across product and delivery teams to identify opportunities for service enhancements, driving continuous improvement initiatives.
Act as a deputy for Delivery Leads when necessary, ensuring continuity of leadership and decision-making.
Ensure that operational and technical documentation evolves in line with service enhancements and procedural changes.
Identify and implement service optimizations to enhance efficiency, performance, and user satisfaction.
Manage a team of HEO and EO-level colleagues, providing guidance, support, and development to ensure effective performance.
Ability to prioritise and manage multiple incidents, ensuring timely resolution of issues and minimization of service disruptions.

Person specification

We are interested in people who have:

Proven experience in delivering digital projects and products, using agile methods.
Ability to build strong relationships with a wide base of stakeholders, such as Local Authorities and suppliers.
Ability to investigate problems in systems, processes and services and contribute to the implementation of remedies and preventative measures, including service improvements to make processes simpler and more efficient
Good written and verbal skills and a strong customer service ethos
Ability to communicate between the technical and non-technical
Ability to work independently, managing and prioritising tasks effectively Strong planning and organisation skills

Benefits

Alongside your salary of £45,773, Ministry of Housing, Communities and Local Government contributes £13,260 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.

Things you need to know

Artificial intelligence

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. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours, Experience, Strengths, Technical

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading.

Stage 1: Sift (CV & Cover Letter)

Experience & Technical: Your covering letter should be no more than 1 page referencing how you meet the criteria set out in the job description.

Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.

Stage 2: Interview

Behaviours: Making Effective Decisions, Managing a Quality Service, Communicating and Influencing, Delivering at Pace

Strengths: The strength-based questions will require natural responses from the candidates.

Candidates will be asked to prepare a 5-10 minute presentation, further details will be provided on invitation to interview.

Sift and Interview Dates

Sifting is envisaged to take place from 5th November 2026 with interview dates to follow.

Interviews are currently being held remotely via videocall. This could be subject to change.

How We Recruit

Find out everything you need to know before applying here..

Applying

Sifting

Interview

Interview Results & Feedback

Reserve List

Near Miss

Civil Service Grades

We are a DCS, RIS & GPTWV employer

Reasonable Adjustments

Human

How to Apply

What you need to know before applying.

You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.

Security Clearance Requirements

Civil Service Nationality Requirements

Right to Work

Artificial Intelligence

Civil Service Code and Recruitment Principles

CV Declaration

Sponsorships

Salary and Grade

Existing Civil Servants

Conflict of Interest

Location and Flexible Working

Fixed Term Contracts

Internal Fraud Database - Internal Fraud Register

Appeals and Complaints

Conflict of Interest

Security Clearance Requirements

National Office: BPSS + SC

London Office: BPSS + SC

Feedback will only be provided if you attend an interview or assessment.

Security

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.