To serve the people of Scotland, Social Security Scotland needs to ensure access to our support services within local communities. This job is an exciting opportunity to deliver a face to face service to support clients across Scotland.

In all instances the successful candidate must be prepared to travel across Local Authority areas to support their teams.

As a Local Delivery Operations Manager at Social Security Scotland, you will report to the Operational Lead. You will be responsible for teams within Local Delivery which is part of Client Services Delivery division. You will be expected to work closely with the Operational Lead to meet operational objectives and business priorities.

In this role you will Lead and manage front line Local Delivery operational teams in a client focused service environment. You will also be responsible for the collation of management information across Local Delivery to analyse and interpret this data to drive performance across the service.

You will be accountable for the local service, work collaboratively with stakeholders to deliver a tailored and seamless journey for those accessing our services.

You will provide day-to-day operational support, fostering a culture that reflects our core values of fairness, dignity, and respect. Promoting diversity and inclusion, you will ensure all staff are supported to grow and develop their capabilities.

We are looking for someone who is energetic, adaptable, and able to build trust and lead by example. The ability to respond flexibly to changing priorities is essential to succeed in this dynamic and evolving role.

Responsibilities

Leadership and Line Management:
Lead and manage front line Local Delivery operational teams in a client focused service environment, providing strategic direction and ensuring the Scottish Government’s culture and values for social security are applied. This includes oversight of quality assurance, performance and attendance management.
Operational Delivery:
Be responsible for the effective and efficient management of resource and locations in order to deliver a tailored and seamless client journey for those accessing our services, whilst maintaining stakeholder relationships within these locations. Support the implementation of performance and quality improvement methods that align with organisational objectives and expectations. Manage change impacts to ensure consistent levels of service across your area.
Performance and Quality Management:
Monitor and manage the performance of the Local Delivery service using data tools (e.g. Excel) to source, validate and analyse performance data. Evaluate delivery trends, identifying risks and informing operational decision-making through dashboards and reports. Thinks analytically, using trends and insights from data to support decision-making and forecasts across your own area and supporting consistency of service across the national service.
Culture and People Engagement:
Embed a culture of engagement and inclusivity that values continuous development and demonstrates fairness at all levels. Act as a role model in upholding our Charter and values, ensuring that staff feel supported and respected in their work environment.
Stakeholder and Relationship Management:
Work in partnership with stakeholders and collaborate with teams such as the Performance Quality and Planning team, and Operational Improvement identifying service enhancements to improve the client experience and improve performance.
Governance and Data Security:
Ensure all teams manage data securely and in compliance with legal and organisational standards. Promote a culture of data accountability, ensuring insights are used ethically and effectively to support service delivery improvements.

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:

Data and Insight – (Practitioner)

Further information about these skills can be found here Core ODP Skills - Operational Delivery Profession

Experience:

Experience of leading teams in a complex, front facing service delivery environment, enhancing performance and driving quality improvements, along with knowledge of Social Security Scotland benefits.

Behaviours:

Making Effective Decisions - (Level 3)

You can find out more about Success Profiles Behaviours here.

How to Apply
Please apply online, providing a Supporting Statement (of no more than 750 words) detailing why you’re interested in the role, and evidence of how you demonstrate the Success Profiles noted above.

Please note that a CV is not required for this temporary opportunity.

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.

If you are interested in this opportunity, you should seek permission from your manager and C-band manager before applying on a level transfer (TLT) basis. If applying on TP you should inform your manager and C-band manager from the outset of your intention to apply. If successful in your application, your release must be agreed by your line manager and C-band manager or relevant unit head.

Please note that the post is only open to individuals who have satisfactorily completed their probationary period.

Please check here for full eligibility rules.

Dates to Remember
Statement submitted by: 23:55 on 6th July 2026.
Informal chats: w/c 20th July 2026. (This may be subject to change)

Duration of TP Opportunity
This temporary opportunity is for 12 months.

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 and there will be occasions where travel to our main Social Security Offices in either our Glasgow or Dundee offices will be required.
This role includes travel across Local Authority areas throughout Scotland including the islands that you may be responsible for. While it is not mandatory to hold a valid driving licence, access to regular and efficient transport must be readily available to fulfil our commitment to support clients and our people.

Further Information
This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, Scottish Government Main or Common Citizenship organisations. Please note that applicants from Common Citizenship organisations may apply only on a promotion basis and not via a level transfer.

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 recruitment@socialsecurity.gov.scot.

If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot

If you have any questions about the role, please contact Anne Cummiskey at Anne.Cummiskey@socialsecurity.gov.scot.

B3 - Temporary Promotion - Operations Manager - Glasgow - Social Security Scotland

Key skills

About this role