Now Hiring: Deputy Director – Client Services Delivery
Lead one of Scotland’s largest public service operations and play a pivotal role in shaping a social security system that supports more than a third of the population. As a senior leader within Social Security Scotland, you will oversee the delivery of vital benefits and services, leading over 3,000 colleagues to ensure people across Scotland receive support with dignity, fairness and respect.
This high-profile role combines strategic leadership, operational excellence and organisational transformation, with responsibility for service delivery, workforce leadership and a £170 million budget. Working closely with Ministers, senior government officials and key stakeholders, you will drive continuous improvement and help shape the future of social security services in Scotland.
What you’ll lead
You’ll have responsibility over a range of key areas:
Strategic Leadership of Social Security Service Delivery
You’ll lead Social Security Scotland’s Client Services Delivery function, overseeing more than 3,000 operational and health/social care professionals. Ensuring services are delivered in line with the principles of dignity, fairness and respect and Civil Service standards, you’ll shape the future direction of service delivery and contribute to wider organisational strategy and transformation.
Operational Performance, Service Improvement and Resilience
You’ll lead the delivery of high-quality, accessible and person-centred services across Scotland, using client insight, stakeholder feedback and performance data to drive continuous improvement, manage risk and ensure operational excellence. You’ll also oversee workforce planning, business continuity and organisational resilience to maintain critical services.
Senior Stakeholder, People and Resource Leadership
You’ll lead at the heart of Scotland’s social security system, working closely with Ministers, senior officials and partners to shape strategy, drive transformation and provide trusted advice. You’ll also build a high-performing, inclusive workforce and oversee significant resources, including a £170 million budget, ensuring value for money, strong governance and public accountability.
Who we’re looking for
We’re seeking an experienced and inspiring senior leader with a strong track record of leading large-scale service delivery operations in complex organisations. You’ll be passionate about delivering excellent public services, using data and insight to drive performance, transformation and continuous improvement, while keeping the needs of service users at the heart of decision-making.
You’ll bring the ability to lead through others, building high-performing, inclusive teams and developing organisational capability at scale. With strong strategic thinking and stakeholder management skills, you’ll be comfortable working with Ministers, senior leaders and partners to shape policy, influence outcomes and deliver services that make a meaningful difference to the lives of people across Scotland.
“I genuinely believe this is one of the most rewarding leadership roles in public service. Social Security Scotland supports more than a third of Scotland’s population, and the work we do can make a real difference to people’s everyday lives.
What I hope will excite you is the opportunity to work with passionate, talented people who care deeply about public service and about doing the right thing for our clients. As a senior leader, you’ll have the chance to influence the future direction of a growing organisation, lead large and diverse teams, and help us continue improving the services we provide across Scotland.
It’s a challenging role, but it’s also one where you can see the impact of your leadership. If you’re looking for a role with real purpose, where you can make a difference at scale while helping develop an organisation with ambitious plans for the future, I’d encourage you to consider joining us.”
Karyn Lavelle
Social Security Scotland Chief Operating Officer
Your application
To apply, please submit your CV along with a 750-word Supporting Statement that directly addresses the Experience Criteria listed in the Success Profile.
Our benefits
We offer a wide range of benefits including:
- A competitive salary
- A generous pension scheme and annual leave package
- The opportunity to deliver meaningful work for the people of Scotland
- Access to ongoing professional development
- An inclusive and supportive workplace
Committed to diversity
We are committed to recruiting a workforce which is reflective of our diverse population, where individual contributions are encouraged and valued.
We are committed to ensuring that all applicants have the opportunity to perform at their best and we offer recruitment and workplace adjustments to anyone who needs them.
Ready to apply?
Visit the job advert via the link below for the full person specification and to apply.
Applications close 21/09/26.
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Your application
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