B2 Operational Improvement Performance Manager

ClientServices Delivery is the main operational delivery division within Social Security Scotland. Our teams deliver a wide range of benefits and services to those most in need across Scotland. This includes people on low incomes disabled people carers young people entering the workplace and to help people heat their homes.

The Operational Improvement function within Client Services Deliveryis responsible fordelivering operational changes and improvements supporting benefit/service design and live operations and ensuring operational readiness (including incidents and outages).

The B2 Operational Improvement Performance Manager leads an enabling team provides line management to B1 Operational Improvement Team Managers and shapes/controls the operational improvement backlog across releases benefits/services and crosscutting components. The B2 acts as a primary escalation point coordinates tactical responses and communicates complex information to senior audiences collaborating closely with Corporate & Digital Change & Delivery and Programme colleagues.

In this role you will be joining the Operational Delivery Profession which is a recognised Civil Service profession and the largest profession within Social Security Scotland. As a client facing organisation delivering benefits to the people of Scotland being part of the profession recognises theimportant roleyou will undertake.

Responsibilities

• Lead linemanage and coach B1 Team Managers and direct reports to enhance capabilityperformanceand quality;conduct performance/attendance managementQualityAssurancewell beingand development; recognise success.

• Own and prioritise the operational improvement backlog and key work streams (Programme for Government initiatives frontdoor/triage benefits/services crosscutting components); track outcomes/milestones; remove blockers.

• Stakeholder management & communications: build credible relationships communicate complex messages to senior leaders/forums and provide authoritative operational input across the organisation.

• Change delivery release readiness & assurance: liaise with internal/external providers to minimise disruption; assess impacts/unintended consequences; direct defects/issues toappropriate ownerswith sufficient supporting information.

• Incident/problem management (tactical response): coordinate resolution activities that protect operational interests; contribute subjectmatterexpertiseto rootcause analysis and stabilisation.

• Continuous improvement & analysis:identifyopportunities (digital and nondigital) use MI and operational evidence to drive performance gains;consolidatefeedback across teams; propose innovations/workarounds.

• Governance & quality assurance:maintaingovernance artefacts (e.g. risks/issues logs) ensure alignment with organisational values and charter; support decisionmaking documentation and formal responses.

Success Profiles
We use an assessment framework called Success Profiles which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here.

For this post the following Success Profile elements will be assessed:

Technical / Professional Skills

You will demonstrate the following skills within theCore ODP Skills - Operational Delivery Profession

• Delivery and decision making at pace (Level: Working)
  

Experience

• Experience of service delivery within or for an operational environment.

Behaviours

• Communicating and influencing (Level 3)
• Seeing the bigger picture (Level 3)
• Leadership (Level 3)

You can find out more about Success Profiles Behaviours here.

How to Apply
Apply online providing a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the Success Profiles above.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples 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 and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

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

Should a a large number of applications be received an initial sift may be conducted on the below Technical skill:

• Delivery and decision making at pace

Candidates who pass the initial sift will have their applications fully assessed.

If invited for further assessment this will consist of an interview and and In-Tray exercise.

We aim to provide feedback on request. However if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.

Information Session
We are holding a candidate information session to provide you with information about the application and interview process as well as further information on the role and team.

The session will be held on Wednesday 11th February : 13:00 - 14:00 where we will be talking about:

The Operational Improvement Performance Manager role and team
About Social Security Scotland
Our recruitment process
Q&A with the hiring manager

Please join us using the link below:

Timeline (subject to change)
Sifting W/C 23rd February 2026
Interviewing W/C 9th and 16th March 2026

Reserve List
In the event that there are more successful candidates than posts available a reserve list will be kept for up to 12 months.

About Us
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.

As part of theUK Civil Servicewe uphold theCivil Service Nationality Rules.

Working Pattern
Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in one of our Social Security Scotland offices. There is an expectation of a minimum 2 days per week in your assigned location which will be either Glasgow or Dundee. If you have specific questions about the role you are applying for please contactus.

Equality Statement
Social Security Scotland are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.

Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process please contact us at

Find out more about our commitment todiversity and how we offer support andrecruitment adjustmentsfor anyone who needs them.

Further Information
This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland or the broader Scottish Government.

Find out more about our organisation what we offer staff members and how to apply on ourCareers Website.

Read ourCandidate Guidefor further information on our recruitment and application processes.

The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.

Social Security Scotlands recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission ()

If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioners Recruitment Principles you can make a complaint by contacting Social Security Scotland attin the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.

If you experience any difficulties accessing our website or completing the online application form please contact the Resourcing Team via

Apply before Wednesday 18th February at 23:55

Contact Name: Charlotte Bentley
Contact E-Mail: