About the job



  • Job title: Delivery Team Manager
  • Salary: £31,266 to £35,813
  • Numerous vacancies

Job description

Deadline to complete Step 1 of the application process: Wednesday 2nd February 2022 at 11.55am

Join us in this role and play your part in shaping and supporting new teams, as we develop the services we offer. Make a real difference every day as you manage a team of managers who support the delivery of vital social security benefits. You will be a lead in making sure we are delivering what we need to and planning ahead for change.

What does the job involve?

All Delivery Team Managers have line management responsibility for either a pool of Team Managers or Client Managers, with responsibility for managing a range of duties that ensure we are providing an excellent service to the people of Scotland.

● The line management, support and development of a pool of Team or Client Managers.

● As a Delivery Team Manager we will need you to support, motivate and develop colleagues. Through this you will develop a strong team environment where everyone plays their part.

● Supporting Operations Managers by deputising on their behalf when required.

● Co-ordinating the delivery of our services by using available management information to plan and organise necessary resources to meet fluctuating business demands.

● We do not work in our own bubbles. So you will need to build and maintain strong collaborative working relationships across the agency. This will help us all improve our processes, help our clients and deliver a consistent service.

● Using your experience to help make decisions in complex benefit cases.

● We need to be consistent and give accurate information to our clients. You will run regular quality assurance across the team so that we are always meeting standards and improving where we need to.

● You will make sure colleagues are investigating and handling complaints properly, in line with our processes. When needed you will be the escalation point to help sort out any issues.

● We will need you to look ahead to plan and organise your team and resources to meet fluctuating demands.

● As a team we are growing and changing all the time. So this job will not stand still. You will need to manage future changes to policy and processes with your team efficiently.

● As the benefits we administer develop we need to continuously improve the service we provide to the people of Scotland. You will play a big part on this every day in this job.

Successful candidates will be appointed to posts across the organisation that have similar duties and responsibilities. Posts will be offered in order of merit, in alignment with our resource requirements.

Essential Criteria

You are required to show how you meet the below Essential Criteria at the Application Form stage:

1. Tell us about your experience of managing and influencing teams to develop and reach their potential.

2. Data analysis is an important part of the role. Tell us about a time you had to accurately analyse complex information and evidence to reach a conclusion and provide recommendations.

3. The role will involve working in a fast-paced environment. Tell us about a time you had to work collaboratively and communicate effectively, whilst managing workloads in a fast-paced environment.


If invited to the interview stage, you will be tested on the following competencies from the Skills for Success matrix:


People Management

Communications and Engagement

Improving Performance

Further Information

More information on the application process can be found below.

We are also hosting Virtual Candidate Workshops to provide further information on the job role and how to make the best application.

If you are interested in attending a workshop, please book your place here.

Hear from one of our current employees about working here

If you experience any difficulties accessing our website or completing the online application form, please contact us by phone on 0330 041 7478 or by email at socialsecurityscotland@capita.com.

About us

Social Security Scotland was set up in 2018 by the Scottish Government to deliver a number of devolved benefits.

These benefits will be introduced in stages. Once all of these benefits have been introduced, we will be delivering benefits for families on low incomes, people who need help paying for a funeral, disabled people, carers, young people entering the workplace and to help people heat their homes. Through our values of dignity, fairness and respect, we deliver a consistent service that the people of Scotland deserve.

Working here

To help you deliver a great service, we will provide you with all the training, development and support you need to be a success. That means looking after you, too. The work we do is incredibility important, but that doesn’t mean our jobs should take over our lives.

We are a Carer Positive and a Disability Confident Employer. We can offer flexible working to help you balance your work and home life. It's up to all of us to live up to our values of dignity, fairness, and respect. We’ve created a workplace that tries to meet everyone’s needs, provides support and helps everyone feel that they belong and can be themselves.

Find out more

Rewards & benefits

Icon: Healthy work life balance

Healthy work life balance

We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working.

Icon: Discounts


You can enjoy a vast range of retail, travel and lifestyle discounts through our benefit scheme.

Icon: Personal support for you

Personal support for you

Our Employee Assistance Programme gives you confidential, independent information and guidance 24/7.

Icon: Volunteering special leave

Volunteering special leave

Up to three days paid special leave a year for volunteering. We support our staff to help causes important to them.

Icon: Great locations

Great locations

Our bright and modern offices in the heart of Dundee and Glasgow have been designed with staff in mind. Both locations are ideal for public transport.

Hear from our people

"I get to meet lots of new and interesting people (internally & externally). Learning from their experiences is an invaluable aspect for me. The stakeholders I’ve engaged with have been so welcoming and supportive, which makes my job so much more enjoyable."

– Catherine Graham, Local Delivery Relationship Lead

"I strongly believe in our mantra of treating all with fairness, dignity and respect. I wanted to work for an organisation that values me as an individual, and the contribution I can make across the organisation – I have not been disappointed."

– John Brolly, Disability Assistance Manager

"Helping my team to develop and progress their careers is so rewarding. I enjoy supporting them to build and develop their skills and stretch themselves to try something different. We’ve had so many people who joined us as Client Advisors who have gone on to new roles and promotion – it’s fantastic to watch them grow."

– Leigh-Jayne Robertson, Operations Manager

Application process

Step 1

Apply online

When you apply, we will ask some basic questions to make sure you are eligible for the job. Details on Civil Service Nationality rules can be found here.

Step 2

Online assessment

At this stage you will complete a test. You will be presented with a number of scenarios and asked which would be your most and least likely response. This is all done online.

Step 3

Application form

We will ask you to give different examples in areas related to the job you are applying for. This is your opportunity to show us your knowledge, skills, and personal qualities. Your experience and answers here don’t need to be work related. They could be from any part of your life including education, sport, hobbies or even from your personal or family life.

Step 4

Recorded video interview

If you pass the earlier stages, you will be invited to a video interview. Using easy-to-use software, your interview will be carried out virtually on a mobile device or a desktop computer. During the interview you will be asked to record and submit your answers to 4 competency based questions. We’ll email you a link with instructions and give you all the help you need to complete this.


What are the career opportunities like?

We'll always encourage you to grow and develop. To help you to reach your potential we will provide you with all the training, career development and support you need. On joining you would be a member of wider Scottish Government staff.

When will the roles start?

This job will start at the beginning of 2022. By encouraging applications now we have the time we need to get everything in place for new staff. We will be running a reserve list for this job too. If we don't offer you a role right away, you may be offered a job up to 12 months after being successful at interview.

How many holidays do I get?

You will receive 25 days annual leave on joining us. This will increase to 30 days after four full years of service. You will also have 11.5 public and privilege days of leave every year. We also offer Flexi-time. Any extra hours you've worked can be taken as leave when suitable.

What is the pension like?

This job comes with a Civil Service pension. New joiners to the Civil Service will join a career average pension scheme as standard. Read more here - www.civilservicepensionscheme.org.uk.

Can I work part time?

We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working. If you are offered a job we can discuss your request at that point.

Do you need help with your application?

If you need any assistance with accessing any part of your application or understanding the application process, please contact us on:


Use your life skills and apply now for a secure job in the Civil Service. A job where you get to help people every day. A job where you can be part of a new and developing organisation. A place where you will get the training and development you need to progress your career.