Deputy Director - Client Services Delivery

Job summary

Lead one of Scotland’s largest public service operations and help shape a social security system that supports more than a third of nation’s population.

Social Security Scotland is an Executive Agency of the Scottish Government responsible for delivering Scotland's devolved social security system in line with the Social Security (Scotland) Act 2018 and our Charter. We provide vital support to people on low incomes, disabled people, carers, young people entering employment and households requiring support with energy costs. Our mission is to ensure everyone receives the support they are entitled to with dignity, fairness and respect.

As Deputy Director of Client Services Delivery, you will lead large-scale operational services responsible for delivering benefits to hundreds of thousands of people across Scotland. Your primary objective will be to ensure the delivery of high-quality, person-centred, efficient and resilient services while driving continuous improvement and helping shape the future of social security delivery that improve outcomes for the people and communities of Scotland. You will work closely with Ministers, senior government officials and key partners across the public sector.

Job description

• 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, at a shaping organisational strategy and transformation, while working collaboratively with Scottish Governments 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.

Person specification

Success Profiles

It is essential that you can provide evidence of the Experience criteria below within your CV and supporting statement as this will be used to assess your application at sift.

Experience:

We’re looking for candidates who can demonstrate:

• Substantial experience providing strategic leadership within a large, complex service delivery organisation, setting strategic direction and delivering organisational objectives through multi-disciplinary teams.
  
  
• Demonstrable success in leading large-scale operational performance and service improvement, balancing quality, efficiency and service user outcomes while responding effectively to changing priorities, demand and policy requirements.
  
  
• Experience of leading across organisational boundaries to deliver outcomes, taking a whole-system approach to complex and dynamic challenges by building strategic partnerships, managing dependencies and risks, and driving sustainable improvements for service users.
  
  
• A strong track record as a visible and influential corporate leader, contributing to organisational success beyond your own area of responsibility, with experience of working collaboratively across a senior leadership team to shape strategy, drive change, improve organisational performance and build an inclusive, high-performing culture.

Behaviours:

You are expected to provide evidence of the following behaviours at Level 5. Behaviours will be assessed at interview stage:

• Managing a Quality Service
• Leadership
• Developing Self & Others
• Seeing the Bigger Picture

You can find out more about Success Profiles Behaviours, here: Success Profiles - Civil Service Behaviours (publishing.service.gov.uk)

Benefits

Alongside your salary of £93,667, Social Security Scotland contributes £27,135 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).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Find out more about what we offer.

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

How to Apply

Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the Experience criteria. Both your CV and Supporting Statement will be used to assess your suitability against the criteria.

During the interview and assessment process we will test your Experience as well as the Behaviors aligned to this role.

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If you are invited to the next stage, the asse