Head of Delivery

2 weeks ago

Wales, United Kingdom Citizens Advice Full time

This role will provide leadership to a high performing delivery function, working across all teams within the Digital, Technology and Advice directorate. It will define a clear vision and purpose for the team and continually develop and improve our delivery capabilities and services including processes, guidance and tools; learning and community, coaching; and facilitation.

The role includes line management responsibility for 15-20 people, including 3 direct reports, and matrix management responsibility for multiple agile delivery teams. We currently have a mix of Delivery Leads, Senior and mid-weight Delivery Managers working across a portfolio which includes product, technology, advice content and service design teams. The role will evolve the team through continual learning and development of team culture to ensure the organisation has high quality delivery capabilities and services.

This role is a senior leadership role within the Digital, Technology and Advice Directorate. The postholder will collaboratively lead on the remit, direction, ways of working and stakeholder relationships across this directorate. As with any senior level role this position will lead on embedding Equity, Diversity and Inclusion within the community of practice, which is central to our holistic mission based work.

If this sounds like a good fit for you please provide details in your cover letter to evidence the following essential criteria:

  • An expert and advocate for user-centred, lean and agile practices with in-depth knowledge of a range of methodologies and approaches, a flexible and pragmatic approach to applying them across a range of contexts and the ability to influence people across all areas of an organisation to improve ways of working.
  • Experience of leading and enabling a team of diverse delivery specialists to provide delivery management, advice and assurance across multiple product, advice content, service and operations teams.
  • Expert understanding of digital technology development, procurement, testing, rollout and continuous iteration. Demonstrable experience of working with modern cloud technologies.

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward whoever they are, and whatever their problem.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives from debt to evictions to trouble at work and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Our commitment to colleague wellbeing is reflected in us being awarded Gold in the Health & Wellbeing category, as well as Overall Winners, at the Employee Experience Awards 2022.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

Citizens Advice seeks to redeploy internal staff who are at risk or under notice of redundancy and will prioritise them in the recruitment process where necessary. If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at-risk box in your application.

In the event of a high number of applications, we reserve the right to close the application early.

This vacancy closes at 23.59 on the closing date.

For more information about the organisation, our values and benefits please see the following link - Information, values and benefits

Need help with your application, see our useful how to guides on the following page - Guidance notes for applicants

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