The posting
Job Description
Client Services Delivery is the main operational division of Social Security Scotland, responsible for ensuring clients receive the financial support they are entitled to through devolved benefits and grants.
As the C2 Head of Operations, you will provide senior leadership across large, client‑facing operational teams delivering live benefits at scale. Reporting to a C3 Head of Client Services, you will be accountable for day‑to‑day service delivery, performance, quality and colleague engagement across your operational portfolio.
You will lead multidisciplinary teams across Glasgow and Dundee, ensuring services are delivered efficiently, fairly and with dignity and respect. Your leadership will be central to maintaining resilient operations in a complex, high‑profile environment, often under Ministerial and stakeholder scrutiny.
The role is inherently cross‑cutting and requires close collaboration with policy, digital and operational improvement colleagues to ensure operational priorities shape service design and that changes are introduced smoothly into live service. You will play a key role in leading teams through change, responding confidently to ambiguity and balancing delivery with continuous improvement.
As a leader within Social Security Scotland, you will contribute to a culture of high performance, inclusion and professionalism. You will be part of the Operational Delivery Profession, reflecting the importance of this role in delivering high‑quality public services that make a real difference to people across Scotland.
Responsibilities
Responsibilities
Leadership
- Provide visible, values‑led leadership across large operational teams, setting clear expectations for performance, quality and client experience.
- Translate divisional priorities into clear, deliverable objectives for C1 leaders and their teams.
- Lead confidently through change and uncertainty, building resilience and supporting colleagues to adapt and perform.
Operational Delivery
- Oversee delivery of live benefits, ensuring high standards of productivity, accuracy and client satisfaction.
- Manage operational performance, quality and risk using data, insight and continuous improvement approaches.
- Work closely with improvement, digital and change colleagues to ensure operational needs inform system and process design.
- Ensure effective preparation for and implementation of change into live service, maintaining service stability for clients and colleagues.
Stakeholder & Partnership Working
- Build strong working relationships with internal stakeholders across Social Security Scotland and the wider Scottish Government.
- Act as a senior escalation point for complex or sensitive operational issues, ensuring timely resolution and clear communication.
- Contribute operational insight to briefings, submissions and responses involving Ministers or senior stakeholders.
People Engagement, Culture & Line Management
- Lead and develop senior managers, creating an inclusive, supportive and high‑performing culture aligned to the organisation’s values.
- Promote colleague wellbeing, engagement and capability development across your portfolio.
- Engage constructively with Trade Union representatives, supporting effective change management and open communication.
Governance & Compliance
- Ensure services operate in line with the Social Security (Scotland) Act, Our Charter and organisational governance arrangements.
- Provide assurance to senior leaders on operational performance, quality, risk and compliance.
- Contribute to governance forums and continuous improvement activity that strengthens operational resilience and accountability.
Qualifications
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 opportunity, the following Success Profile elements will be assessed:
Experience:
- Experience leading large, geographically spread teams in an operational environment with complex priorities and demands.
Behaviours:
- Leadership – Level 4
- Making Effective Decisions – Level 4
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 C-band manager or relevant unit head before applying on a level transfer (TLT) basis. If applying on Temporary Promotion you should inform your C-band manager or relevant unit head from the outset of your intention to apply. If successful in your application, your release must be agreed by your 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 Thursday 5th November 2026. Informal chats: w/c 16th November 2026 (This may be subject to change)
Duration of Temporary Opportunity This opportunity is for 12 months.
Hybrid Working 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.
Further Information This role is only available to those currently employed (on a permanent basis) by 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 [email protected].
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via [email protected].
If you have any questions about the role, please contact Martyn Connolly at [email protected].
