Service Line Owner – Create

Job summary

Can you lead a complex digital service, taking end-to-end accountability for its performance, quality and outcomes?

Do you have experience developing service strategies and delivering change that achieves measurable benefits and organisational priorities?

Have you successfully influenced senior stakeholders, managed governance and risk, and built consensus to deliver results?

If so, we’d love to hear from you!

Shape services. Drive outcomes. Lead transformation. Take end-to-end ownership of a critical digital service line, shaping strategy, driving innovation and delivering high-quality digital solutions that create lasting value across the Department for Transport.

This is an exciting time to join the Digital, Information and Security Directorate within the Department for Transport as we restructure our directorate to ensure we are ready for future challenges, building a more sustainable, skilled and in-house capability.

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 Department for Transport Central - Department for Transport Careers and within the Government Digital and Data Profession.

Job description

As a Service Line Owner, you’ll take end-to-end responsibility for a critical portfolio of digital services within the Create Service Line. You'll play a leading role in shaping how digital solutions are designed, delivered and continually improved, ensuring services meet user needs while supporting organisational and policy objectives.

As the accountable leader for service performance, quality and outcomes, you'll define the strategic direction for the service line, establish clear success measures and drive continuous improvement. You'll balance user needs, business priorities and policy requirements to ensure investment delivers maximum value and measurable benefits.

Working closely with senior stakeholders across the organisation, you'll influence decision-making, build consensus and provide clear governance, assurance and risk management. You'll also ensure appropriate funding is secured and managed effectively to support the successful delivery of priorities.

Leading high-performing teams, you'll create an inclusive and collaborative environment where people can thrive, innovate and deliver their best work. This is an exciting opportunity to shape digital strategy, drive transformational change and make a lasting impact across the Department for Transport.

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

• Defining success and quality measures for the service, driving continuous improvement towards these measures.

• Informing and influencing stakeholders, getting consensus that enables work to progress.

• Ensuring the delivery of change that realises the outcomes and benefits of your service.

• Ensuring a strategy is in place that delivers the intended vision, outcomes and benefits.

• Prioritising areas of development, balancing user needs, business requirements, and policy.

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:

• Managing a range of third-party organisations and monitoring delivery against robust statement of work.
• Knowledge of applying multiple delivery methodologies, specifically adopting and utilising an agile methodology and approach alongside waterfall.
• Taking a product view of individual services.
• End-to-end ownership of a complex service, accountable for quality, performance and outcomes.
• Setting and delivering a clear service strategy aligned to organisational priorities.
• Leading change and continuous improvement to realise benefits and outcomes.
• Influencing and building consensus with senior and cross‑organisational stakeholders.
• Prioritising work across user needs, business requirements and policy intent.
• Establishing effective governance, risk management and assurance.
• Leading and developing high‑performing, inclusive teams.

You will hold, or be willing to work towards:

• APMG Practitioner
• Prince2

Working hours, office attendance and travel requirements

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 35 hours per week.

Occasional travel to other offices will be required, which may involve overnight stays.

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.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

DfTc does not offer Visa Sponsorship for this role.

Behaviours

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

• Communicating and Influencing
• Delivering at Pace
• Leadership
• Managing a Quality Service
• Working Together

Technical skills

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

• Service Line Owner - Applying user-centred insights
• Service Line Owner - Governance and assurance
• Service Line Owner - Life cycle management
• Service Line Owner -