Contract and Operations Manager

Job summary

Can you build strong supplier relationships while ensuring high-quality services are delivered effectively and efficiently?

Do you have experience managing contracts, resolving operational issues, and driving continuous service improvement?

If so, we'd love to hear from you!

Join a team at the heart of delivering a vital service to millions of customers. As an HEO, you will play a key role in supporting the Theory Test Contract Manager in the operational management of one of DVSA's Theory Test Contracts, either the Test Centre Network (TCN) or the Theory Test Assessment Platform (TTAP).

Working closely with suppliers and stakeholders, you will help monitor performance, ensure the delivery of a high-quality customer experience, and contribute to operational decisions that drive continuous improvement and contract success.

The Theory Test Service

Learner drivers of all vehicle categories are required to pass a theory test to acquire eligibility to take a practical driving test. The theory test service is a significant component of DVSA’s Driver Services Directorate.

DVSA manages the ‘back office’ elements of the theory test service including a Customer Relationship Management (CRM) system to manage bookings and test events. We also manage a test engine underpinning test delivery, which is deployed across a network of test centre locations covering the UK. This service model was adopted in September 2021 when multiple new teams and processes were stood up within DVSA and key suppliers to ensure the service was operationally ready and fully supported.

There are 210 public test centres in the UK operated on behalf of DVSA by delivery partners. This includes in Northern Ireland to whom DVSA provides theory tests. There are over 180 registered In-House Theory Test Centres (IHTTCs) holding delegated authority to provide theory tests for their employees, which includes bus companies, the emergency services and MoD.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here

• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday

• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVSA: Driver and Vehicle Standards Agency - Department for Transport Careers

Job description

Your responsibilities will include, but aren’t limited to:

• Manage the operational relationship with the supplier, approving requests from them on changes to operational delivery that are in the best interests of the Service.
• Manage TCN-raised incidents, working with the supplier to achieve an effective resolution.
• Monitor operational KPI’s, producing statistical information as required.
• Monitor and manage supply of TCN capacity for a specific region and support the monitor of supply at a national level.
• Liaise with relevant stakeholders to ensure that internal and external customer needs are met and that these requirements are fully communicated throughout the business.
• Execute management responsibilities effectively and in line with DVSA policies and processes, working with, leading, and acting as a role model for team members and colleagues in line with Civil Service values.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

To be successful in this role you will need to have the following experience:

• Experience of operational management, e.g. incident management and monitoring service performance.
• Experience of relationship management.
• Experience of the commercial cycle including tender evaluation, contract award and ongoing contract management.

Additional Information

You will hold or be willing to gain:

Cabinet Office Government Commercial College (Contract Management) – foundation level. Or,

Chartered Institute of Procurement and Supply – level 4 practitioner.

Occasional travel and overnight stays to other DVSA sites may be required.

Working hours, office attendance and travel requirements

This role can be based in: Nottingham, Newcastle upon Tyne, Bristol, Swansea, Garretts Green (Birmingham), Leeds, Chadderton or Yeading (Hayes)

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 32 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Making Effective Decisions
• Delivering at Pace

Benefits

Alongside your salary of £35,663, Driver and Vehicle Standards Agency contributes £10,331 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).

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here

• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).

• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.

• Access to the staff discount portal.

• Excellent career development opportunities an