Operations Delivery Manager - N Wales, M Wales & W Midlands

Can you lead geographically dispersed teams to deliver consistent, high-quality services while meeting targets through effective planning and performance management? Do you use data‑led decision making to drive continuous improvement, resolve complex issues, and deliver excellent customer service across teams? If so, we'd love to hear from you! The Operational Delivery Manager plays a pivotal leadership role within the Directorate, driving service excellence through strategic oversight and operational leadership.

Responsible for leading a geographically dispersed network of teams, the role holder will champion a culture of high performance and continuous improvement. With a strong focus on customer service, they will ensure the consistent, high-quality delivery of the service, aligning operational priorities with the DVSA's mission to keep Britain moving safely and sustainably. Through effective leadership, they will inspire teams, uphold service standards, and deliver measurable outcomes that reflect the agency's commitment to public service.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King's birthday.
• Flexible working options where we encourage a great work‑life balance.

Read more in the Benefits section below! Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers.

The role holder will be a visible, dynamic, and present leader of a geographically dispersed team building a cohesive and high‑performing team to deliver DVSA's business priorities and targets. They will ensure that performance management and sickness absence is robustly managed in line with DVSA procedure, supporting their management team to ensure that issues are dealt with promptly and effectively. They will use planning and prioritisation to execute the services operational strategic objectives using workforce and resource management.

Your responsibilities will include, but aren't limited to:

• Create an environment which promotes delivery of customer service
• Uphold and improve customer service experience and standards to support DVSA's vision
• Lead the operational delivery of the service across a network of teams in an operational area, ensuring a consistent and quality service is provided to our customers
• Be accountable for ensuring delivery against operational standards, key performance indicator (KPI) expectations and DVSA Business Plan targets
• Take responsibility for ensuring high quality communications and engagement with colleagues
• Develop and promotes a culture of continuous improvement and continuous professional development to ensure delivery of a quality service to our customers
• Champion best practice and customer service excellence, highlighting potential system improvements and supporting and advocating new ideas or innovations
• Support the wider service and DVSA vision, strategy, and initiatives

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

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