B3 - Operational Improvement Manager

Overview

Client Services 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 Delivery is responsible for delivering operational changes and improvements, supporting benefit/service design and live operations, and ensuring operational readiness (including incidents and outages).

The Operational Improvement Manager (B3) is a senior leadership role within Client Services Delivery, accountable for strategic operational improvement delivery and advocacy for operational experience across Social Security Scotland. The B3 leads multiple workstreams (Programme for Government initiatives, release readiness, triage, benefits/services, cross-cutting components) and manages Performance Improvement Managers (B2), ensuring alignment with organisational priorities and values.

This role will be responsible for the strategic ownership of operational improvement backlog, while influencing agency-wide priorities. 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 the important role you will undertake.

Responsibilities

• Strategic leadership and line management of B2 managers: Provide vision, coaching, and development; ensure performance, QA, and cultural alignment.
• Influence and negotiate operational priorities across internal/external stakeholders; advocate for operational experience in agency-wide decisions.
• Resource and budget oversight: Manage workforce capacity and affordability requirements; ensure efficiency and value for money.
• Strategic backlog ownership and prioritisation: Direct large/complex improvements and digital/non-digital change; maintain prioritised backlog.
• Release readiness and assurance: Liaise with suppliers and delivery partners to minimise disruption; assess impacts and unintended consequences.
• Continuous improvement and innovation: Identify opportunities, lead root cause analysis, and drive systemic improvements.
• Governance and stakeholder reporting: Provide authoritative updates to senior forums; ensure compliance with organisational values and charter.

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.

Technical / Professional Skills

• Adaptability to change (Level: Practitioner)

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 large number of applications be received, an initial sift may be conducted on the below Behaviour:

• Making Effective Decisions (Level 3)

Candidates who pass the initial sift will have their applications fully assessed. If invited for further assessment, this will consist of an interview and presentation. 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 Thursday 12th February 13:00 - 14:00 where we will be talking about:

• The Operational Improvement 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 and Other Details

Expected Timeline (subject to change)
Sift - w/c 23rd February 2026
Interview - w/c 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 the UK Civil Service, we uphold the Civil 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 either our Glasgow or Dundee 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 contact us.

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 to diversity and how we offer and support recruitment adjustments for 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 our Careers Website. Read our Candidate Guide for 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 Scotland's 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 (independent.gov.uk).

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 Commissioner's Recruitment Principles, you can make a complaint by contacting Social Security Scotland at in 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