Theory Test Operations Manager

3 weeks ago

Bristol, Bristol, United Kingdom Driver and Vehicle Standards Agency Full time

Position Overview

Are you skilled in operations or contract oversight?

Do you possess the confidence to lead teams effectively?

Can you maintain focus to achieve optimal outcomes?

If so, we invite you to explore this opportunity.

The Theory Test Service

In the UK, learner drivers across all vehicle categories must successfully complete a theory test to qualify for a practical driving assessment. The theory test service is a crucial element of the Driver and Vehicle Standards Agency's (DVSA) Driver Services Directorate.

DVSA oversees the administrative aspects of the theory test service, which includes a Customer Relationship Management (CRM) system for managing bookings and test events. Additionally, we manage a test engine that supports test delivery across a network of test centre locations throughout the UK. This service model was implemented in September 2021, establishing new teams and processes within DVSA and with key suppliers to ensure operational readiness and comprehensive support.

Currently, there are 210 public test centres in the UK, operated on behalf of DVSA by various delivery partners, including those in Northern Ireland. DVSA also provides theory tests for over 180 registered In-House Theory Test Centres (IHTTCs), which serve employees of bus companies, emergency services, and the Ministry of Defence.

Role Responsibilities

The successful candidate will be tasked with the efficient management of the contractual performance of Theory Test contracts, focusing on either the Test Centre Network (TCN) or the Test Engine and Test Content Management (TETCM).

The role involves managing the strategic relationship with suppliers to ensure adherence to contract specifications. You will assess and manage performance according to established requirements, monitoring results and taking action to guarantee that DVSA and its customers receive high-quality service.

Key responsibilities include:

  • Monitoring contractual performance to deliver sustainable value-for-money solutions for DVSA, facilitating continuous service improvement in collaboration with suppliers, and escalating issues to the DVSA Commercial Team as necessary.
  • Collaborating closely with fellow Theory Test Contract Managers and the National Operations Team to address complex service performance challenges and any contractual ramifications, escalating to senior management or the DVSA Commercial Team when appropriate.
  • Ensuring that robust contingency and business continuity plans are established and reviewed throughout the contract's duration to support Theory Test Service Business Continuity and Disaster Recovery initiatives.
  • Overseeing the effective operational delivery of contracted services, ensuring that suppliers meet specified operational requirements and that the Regional Contract & Operations Management Team effectively manages requests and changes to support service operations.
  • Acting as a subject matter expert, collaborating with the DVSA commercial team and project team on pre-procurement and procurement activities, identifying commercial opportunities for inclusion in the pipeline, and completing necessary documentation.
  • Determining and planning team requirements, including resource allocation and prioritization of activities, by thoroughly understanding the business environment and overall team objectives.
  • Exhibiting leadership by guiding staff to achieve objectives, managing with integrity, and upholding the reputation of the Agency, Department, and Civil Service.

Candidate Profile

To excel in this position, candidates should have experience in the commercial cycle, including supplier engagement, selection, tender evaluation, contract award, or ongoing contract management.

Experience in operational management, such as incident management and service change management, is essential. Familiarity with category management principles is also beneficial.

We seek adaptable and flexible individuals who can align with the strategic direction of the business. If you are a passionate and proactive leader who enjoys motivating others to achieve shared goals while focusing on your own objectives, we would like to hear from you.

Additional Information

This role supports a hybrid working model, allowing flexibility in work location and schedule. Candidates should be prepared for frequent travel to various DVSA sites, including overnight stays as required.

About Us

The Driver and Vehicle Standards Agency (DVSA) is dedicated to ensuring safe and sustainable transportation in Britain. We support individuals throughout their journey of safe driving, maintaining vehicle safety, and protecting against unsafe drivers and vehicles.

Our goals include:

  • Enhancing road safety.
  • Improving customer services.
  • Promoting greener and healthier road transport.
  • Leveraging technology and data.
  • Contributing to economic growth and development.

For more information on our commitment to diversity and inclusion in the workplace, please visit our website.

Behaviors

During the selection process, candidates will be assessed on the following behaviors:

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

Technical Skills

Technical skills will also be evaluated during the selection process, including:

  • Contract and Supplier Management expertise, facilitating relationship development between departmental teams and suppliers.

Benefits

  • Flexible working options to promote a healthy work-life balance.
  • Exceptional pension plan with an average employer contribution of 27%.
  • Generous annual leave policy, starting at 25 days and increasing with service.
  • 8 bank holidays plus an additional privilege day.
  • Access to the latest IT and technology devices.
  • A culture that fosters inclusion and diversity, supported by various staff communities.
  • Excellent learning and development opportunities, including paid apprenticeships up to the Master's level.
  • Discount schemes with popular high street brands.
  • Employee assistance program focused on health and wellbeing.
  • Cycle to work scheme and gym membership offers.

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