** Service Delivery Manager

Job summary

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

Immigration Enforcement is responsible for enforcing the government’s immigration laws, tackling illegal migration, removing foreign national offenders and immigration offenders from the UK. We also aim to disrupt the organised criminal groups that exploit the vulnerable for their personal gain. Learn more on our careers pages.

Detention Services (DS) forms part of Immigration Enforcement and is responsible for the management and delivery of immigration detention facilities across the UK. These facilities are provided through contracted services covering security, operational management, maintenance and wider support functions across Immigration Removal Centres (IRCs), pre-departure accommodation and short-term holding facilities.

The detention estate is designed to provide a humane, safe and secure environment for individuals while their immigration cases are considered and resolved and, where appropriate, ahead of removal or deportation from the UK.

Job description

This is an exciting opportunity to lead service delivery within a high-profile operational environment, supporting the effective day-to-day running of the two Heathrow Immigration Removal Centres. The role requires strong operational leadership, contract management, stakeholder engagement and assurance skills to ensure the continued delivery of safe, secure and humane services while supporting Home Office priorities.

The detention estate operates within a complex and fast-paced environment, balancing competing demands including the Department's response to illegal small boat crossings and the priority to increase the removal of individuals who have no right to remain in the UK. Detention Services is continuing to develop and maintain sufficient detention capacity, ensure site readiness and deliver effective national coverage across the estate.

Alongside a second postholder, you will bring strong operational experience, sound judgement and the ability to work collaboratively with a wide range of stakeholders to support the delivery of high-quality services across a dynamic, high-profile and nationally significant operational portfolio.

You may be required to undertake the same or a similar role within a different team or teams (where possible, at your base location or within reasonable travel distance), depending on business priorities. With appropriate training and support, this will provide opportunities to broaden both your experience and skill set.

Please note: If your permanent workplace location is not Heathrow IRCs, you will be expected to be present on-site a minimum of six times per calendar month.

Key Responsibilities

Specific responsibilities include, but are not limited to:

• Manage reactive operational issues and ensure effective day-to-day running of the site, supporting Home Office returns priorities while maintaining a safe, secure and humane environment.
• Manage a risk-based assurance programme across operational areas, monitoring contract performance, compliance with legislation and standards, and driving improvements.
• Work collaboratively with Commercial, Property Services, programme teams and contracted providers to support contract delivery, contract changes, capital works and mobilisation or development activity where required
• Build and maintain strong relationships with key partners, including operational, commercial, healthcare and contracted service provider colleagues, to support joined-up detainee care and service delivery.
• Lead, support and develop a team in a fast-paced operational environment, providing clear direction and promoting a strong one-team ethos.
• Implement recommendations from audits, inspections and assurance activity in line with agreed action plans.
• Provide timely, accurate site-specific information to support departmental obligations, including litigation, FOIs, external enquiries and senior reporting.
• Participate in the Detention Services on-call rota and attend site regularly in line with hybrid working expectations.
• Oversee site-specific operational, assurance and governance responsibilities, including resident management, site expansion, incident learning, performance reporting, risk registers, compliance forums, statutory/third-party recommendations, facilities management and key partner relationships across the Heathrow IRCs.

Working Pattern

Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available.

Training

You will receive training and support to do the job. Even then you are never alone; you work as part of a team where there is always someone around for advice and support.

The successful candidate will be required to complete PPST Level 2.

Further information on what the training involves can be found on our website.

Travel

Travel, including occasional overnight stays, may be required to attend off-site meetings and other business activities.

Person specification

Essential Criteria

• Experience of leading and managing service delivery at a senior operational level within a complex, high-profile environment.
• Strong stakeholder management skills, with experience of building effective relationships with external partners, suppliers, contractors and other key stakeholders.
• Ability to engage, influence and constructively challenge senior stakeholders, providing clear, evidence-based advice to support decision-making.
• Good understanding of the legal, political, public and operational sensitivities associated with delivering services in a high-profile environment, and the ability to operate effectively within these constraints.
• Proven ability to manage competing priorities, respond to emerging operational issues and deliver outcomes to tight deadlines in a pressurised environment.
• Strong problem-solving and analytical skills, with a track record of driving continuous improvement, identifying practical solutions and delivering results through collaboration.

Desirable Criteria

• Experience of working with private sector custodial or contracted service providers.
• Experience of working in a custodial, detention, secure or safeguarding-focused environment.

Behaviours

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

• Leadership
• Managing a Quality Service
• Seeing the Big Picture
• Communicating and Influencing

Benefits

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their w