Delivery Manager (Ref: 22066)

Job summary

Job description

Proud to serve. Proud to keep justice going.

Our Delivery Managers in HMCTS National Services play a critical role helping deliver justice. They are responsible for management of day-to-day operations within their area. Driven by commitment to provide excellent customer service through their team, they recognise that employee engagement, morale and motivation is key to delivering a highly effective performance. If you’re customer focussed and intent on delivering excellent service, then this is an exciting leadership role.

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales as well as the reserved unified tribunals across the United Kingdom. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice.

National Services provides centralised support through Courts and Tribunals Service Centres, Business Centres and Enforcement Offices. We handle case administration, customer queries by phone, email, and webchat and enable self-service in our digital services.

About your role

The role of a manager is at the heart of HMCTS operations, shaped by the Civil Service Line Management Standards. It’s rewarding, challenging, and essential to our success. We’re looking for managers who can lead their teams to deliver high performance, manage attendance effectively, and champion reward and recognition.

You will be part of the management team at CTSC Newport. Leading your team, you will provide outstanding service to all our users, delivering on your area of work against local, regional and national priorities.

You will be responsible for the smooth running of CTSC Newport, leading your team of EO managers and supporting your Operations Manager to meet operational needs, deliver performance objectives and provide a consistent and customer-focused service.

You’re familiar with work environments that are process and compliance driven. You give guidance and direction to your team, to support delivery of the overall business plan. You will make sure that performance outcomes are met, and the team is resourced and trained effectively to meet your allocated budget, identifying and implementing solutions to problems. You can develop effective relationships with all key stakeholders.

Please refer to the role profile attachment to understand more about this key leadership position.

Essential knowledge, skills and experience

• People management skills to successfully lead your team, with the coaching aptitude to support and empower your people. Allowing people to develop the skills, confidence and experience to independently deal with business and people related issues.
• Management skills; ability to plan, set realistic performance measures, delegate and review progress to improve performance and manage risks.
• Able to build and maintain effective relationships with key internal and external stakeholders at all levels. To influence and negotiate to resolve competing priorities and issues.
• Effective communication skills including delivering and leading on key messages, ensuring that they are understood and implemented consistently and able to work collaboratively across the wider business.
• Ability to analyse data, identify trends and workflow requirements to make informed decisions that contribute to local and national priorities and improving service delivery.

Lead criterion at application stage: Statement of Suitability. A sift based on the statement of suitability may be held if a large number of applications are received.

Your development

Our HMCTS Leadership Development offer is designed to strengthen your leadership skills, with practical tools and learning that fit around your role. From bite-sized learning and interactive workshops to deeper insights through our Accountability & Decision-Making framework, we’ll equip you to lead with impact, inspire and drive performance across the organisation.

If you are ready to take on a challenging and rewarding role with real purpose, apply today.

Further details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.Applications for part-time working will be considered however due to the nature of the role the minimum hours would be 30 hours per week over 4 days.

Non-contractual hybrid working may be available. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively.We cannot facilitate requests for a particular work from home/working in the office schedule.

Occasional travel to other courts

For this post, occasional travel will be required for cover when needed.

Skilled Worker Visa

From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas. This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you looking to apply for a Skilled Worker Visa for the first time.

The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you do not meet the new eligibility criteria for sponsorship (or the transitional provisions), you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.

Yn falch o wasanaethu. Yn falch o gynnal cyfiawnder.

Mae ein Rheolwyr Cyflawni o fewn Gwasanaethau Cenedlaethol GLlTEF yn chwarae rôl hanfodol wrth helpu i gyflawni cyfiawnder. Maent yn gyfrifol am reoli gweithrediadau o ddydd i ddydd o fewn eu maes. Wedi’i lywio gan ymrwymiad i ddarparu gwasanaeth cwsmer rhagorol trwy eu tîm, maent yn cydnabod bod ymgysylltu gyda gweithwyr, morâl a chymhelliant yn allweddol i gyflawni perfformiad hynod effeithiol. Os ydych yn canolbwyntio ar y cwsmer ac yn bwriadu darparu gwasanaeth ardderchog, yna mae hon yn rôl arwain gyffrous.

Amdanom ni

Mae Gwasanaeth Llysoedd a Thribiwnlysoedd EF (GLlTEF) yn gyfrifol am weinyddu Llysoedd troseddol, sifil a theulu a Thribiwnlysoedd yng Nghymru a Lloegr yn ogystal â'r tribiwnlysoedd unedig gwarchodedig ar draws y Deyrnas Unedig. Mae ein rolau’n cefnogi defnyddwyr ein