Head of Operations

Are you ready to lead with purpose and drive a highperforming operations team in a fastmoving environment

An opportunity has arisen to join us as Head of Operations a role that will see you providing strategic and operational leadership for SAASs core service delivery functions including our contact centre processing centre and wider operational teams. This leadership role is central to ensuring the efficient delivery of highvolume time critical services that support students across Scotland ensuring they are delivered efficiently accurately and in line with statutory and regulatory requirements.

The Head of Operations sits within the Operations Directorate and leads the areas responsible for delivering SAASs daytoday services including the contact centre application processing centre and supporting operational functions. These teams manage significant annual volumes with seasonal peaks and a high level of scrutiny from students Ministers and stakeholders.

You will set the direction for operational performance customer experience and continuous improvement leading multidisciplinary teams to deliver a resilient digitally enabled and customercentred service. You will translate organisational strategy into clear operational plans working closely with colleagues across Digital Policy Finance Risk and Communications to ensure delivery aligns with corporate priorities and wider Scottish Government expectations. The role carries significant responsibility for people leadership and operational risk requiring a balance of strategic oversight and confident handson decisionmaking during periods of increased demand.

• Provide visible strategic leadership across SAAS operational services setting a clear futurefocused vision that embeds automation resilience and scalable operational technology.
• Translate organisational strategy into robust delivery plans standards and performance frameworks that enable consistent highquality service at scale.
• Lead highvolume multichannel service delivery ensuring students receive timely accurate support while leveraging digital tools to reduce failure demand.
• Use data forecasting and customer insight to drive realtime operational decisionmaking optimise resources and maintain service stability through peak demand.
• Drive continuous improvement through process redesign automation and the adoption of emerging operational technologies to enhance efficiency and customer experience.
• Develop and empower operational leaders building capability confidence and modern management systems to support highperforming futureready teams.
• Provide senior oversight of complex or escalated operational issues ensuring customercentred resolution and systemic learning.
• Lead and influence executivelevel stakeholders across Digital Policy Finance Risk Communications and government partners ensuring integrated planning compliance and strategic alignment.

• Operational leadership and Management -Practitioner
• Adaptability to Change Working
• Delivery and decision making as speed Working

You can find out more about the skills required here:ODP Competency framework

SAAS is an executive agency of the Scottish Government and responsible for assessing and paying student awards for Scottish domiciled students in Higher Education throughout the UK. We administer budgets of around 1.4 billion each year making payments to both educational institutions and over 190000 students a year. We are committed to recruiting a diverse workforce that is representative of the clients we serve.

More information on SAAS can be found on our website

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education health the economy justice housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.

Our staff are part of theUK Civil Service working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.

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

As part of the UK Civil Service we uphold theCivil Service Nationality Rules.

Working pattern:

This post is based inSaughtonHouse and in line with our current ways of working our team follows a hybrid working approach where colleagues use a mix of office based and remote working (working from home) depending on the requirements of the role and personal circumstances. You will be expected to attend the office in person 6 days per. If you have specific questions about the role you are applying for please contact us on

SAAS has separate arrangements from core Scottish Government for Public and Privilege holidays. SAAS office is fully closed between Christmas and New Year.

Security checks:

Successful candidates must complete the Baseline Personnel Security Standard (BPSS) before they can be appointed. BPSS is comprised of four main pre-employment checks Identity Right to work Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on theUK Government website or read about the different levels of security checks in ourCandidate Guide.

Equality statement:

We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.

Find out more about our commitment todiversityand how we offer and supportrecruitment adjustmentsfor anyone who needs them.

Further information:

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.

For further information on this vacancy please contact