Total 2 Director/C-Level Customer Service job vacancies in Liverpool, L8 7SS

Salary range

£56,031 - £62,261

Job description

Position: Head of Directorate Operation

Band: 5
Salary: £56,031- £62,261
Location: Liverpool, Newport, Norwich or Birmingham

Advert close: 18/03/24

Can you bring logic and governance to fast pace delivery? 

Can you unearth insights from data to form actionable recommendations for senior leaders that can really make a difference?

If so, do you want to part of the digital transformation journey in CCS?

Job Summary

The Head of Directorate Operations (HDO) is a key role at the heart of the Digital Directorate. You will be accountable for leading a high performing team of experts to ensure the Directorate is delivering in accordance with Government Standards. You must have strong influencing skills and be able to prioritise work under pressure.

The HDO is accountable to the Chief Digital Information Officer (CDIO). Their role is to lead on the operational Assurance and Governance for the Directorate.

They will act as a key driver in improving efficient operational performance of the Directorate working alongside all CCS core operational functions.

The post holder is expected to attend SLT (Senior Leadership Team), acting as adviser to their Director, to colleagues across the leadership team and to represent the Director to other parts of CCS. Through central reporting, the post holder is expected to set strategic leadership discussions on Corporate improvement.

Team Summary

The Strategic Projects, Assurance and Governance (SPAG) team is a relatively new function within the CCS Digital Services Directorate. We are responsible for the Assurance and Governance of the Directorate as well as Knowledge and Information Management (KIM) and Project Management across CCS.

We are a multi-site and multidisciplinary team ranging from project managers to KIM specialists. We come together with an objective for instilling good assurance and governance across all we do and form part of the Operational Delivery and KIM Government Professions.

Key responsibilities:

• Driving the operational effectiveness and efficiency at Directorate level, supporting the Director, enabling them to work more strategically. 

• Play an active leadership role and being a role model of the CCS Values.

• Identifying and aligning the performance and gaps vs the Business plan to drive forward the SLT and teams in their delivery against objectives. Including leading on risk management. 

• Acting as the lead for coordination and assurance for all Directorate projects to ensure consistent deployment and application of Project Management Oversight (PMO) best practice. Review and assurance before Director review or briefing. 

• Single Point of Contact for the Government Internal Audit Authority (GIAA) on behalf of the CDIO. 

• Working closely with the other Operations roles to achieve a cohesive, collaborative and consistent approach across CCS, including Directorate Financial planning and resource planning

• Enabling good governance through ensuring that Directorate governance commitments are met with good quality and timely submissions to boards.

• Acting as a ‘Data Champion’ within DDS to continually improve data quality and reporting that generates strategic insight and improvement. Using data as a central tool to drive improvement and providing strategic recommendations to the Director and SLT based on the central data dashboard for the Directorate.  

• Providing effective oversight of the directorates obligations to assess and meet the Government Functional Standards for Digital, Projects and Security. Working with the owners to ensure that assessments are carried out and reported against; mechanisms are in place to achieve the improvements required to achieve the goals.

• Leading on the Governance and Assurance workstream to define the future target operating model for the Digital Directorate.

Essential Criteria (To be assessed at application stage):

• In-depth knowledge and experience in people management, processes and corporate/ governance; 

• High levels of emotional intelligence, interpersonal, leadership and management skills to drive contributions across the Directorate; 

• Highly organised to operate in a fast changing and dynamic environment; prior experience of supporting senior leadership teams.

• Experience of operating effectively in an organisation of a similar role, shape and size.

• Resilient with the ability to perform in a high-pressured environment, juggling tactical and strategic challenges.

• Excellent understanding of good management practices, including effective management of directorate level budgets and financial controls

Success Profiles (To be assessed at interview stage):

• Leadership

• Seeing the big picture

• Making effective decisions

• Communicating and influencing 

• Delivering at Pace

(A link to the Civil Service Success Profiles Framework is provided below)
Success Profiles Framework
The Civil Service Code sets out the standards of behaviour expected of civil servants.

What we will offer you, here are some of the benefits you can expect:

• Competitive salary 

• Generous pension scheme

• A discretionary non-contractual performance related bonus 

• Working remotely in addition to working in advertised office location

• Flexi time scheme (available for B1-B6)

• Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

Explore fully how we will reward your work.

Want to make a difference? Find out more about the rewarding work that we do in our candidate pack.

At CCS, we actively support, promote and celebrate our differences for the benefit of our employees, suppliers and customers. CCS is proud to be an equal opportunities employer. CCS believes that diversity and inclusion is critical to our success and we seek to recruit, develop and retain the most talented people.

We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@crowncommercial.gov.uk

Working flexibly, delivering outcomes

CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter (approx 2 days per week, which may be subject to change) in CCS office locations or off site meetings with suppliers, customers, partners, networking / industry events. This is pro rata for those who work part time. Our smarter working principles mean that our people have the advantage of both office and offsite based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

Selection Process

Candidates who are successful at sift will be contacted as soon as possible following the closing date and advised of the interview process in more detail. The sift will commence WC 18-03-24 and interviews will be held WC 25-03-24 either at one of our offices or via video with interview times and dates to be confirmed. (Subject to change)

To find out more about our recruitment process please click here

Please note: Applicants can make use of artificial intelligence but the information presented at application must be factual.

A reserve list may be held for up to 12 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact recruitment@crowncommercial.gov.uk.

Complaints procedure

Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commissioners’ Recruitment Principles details of which can be found at http://civilservicecommission.independent.gov.uk

 If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should contact recruitment@crowncommercial.gov.uk in the first instance.

If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at info@csc.gov.uk 

Working for the Civil Service:

The Civil Service Code sets out the standards of behaviour expected of civil servants. 

Recruitment Principles:

Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commissioners’ Recruitment Principles details of which can be found at https://civilservicecommission.independent.gov.uk/recruitment/recruitment-principles/

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should contact recruitment@crowncommercial.gov.uk in the first instance.

If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at info@csc.gov.uk

Success Profiles:

Success profiles are the new recruitment framework used within the Civil Service.

Internal candidates should apply using their Workday account. Select the Career icon and then Find Jobs.

A Vacancy at NHS Cheshire and Merseyside Integrated Care Board.


The Executive Director of Nursing & Care is looking to recruit to support with delivery of the associated statutory functions of:
• Safeguarding

We are looking to recruit an exciting senior leadership role that will play a pivotal part in supporting with assurance and oversight of the C&M system. The roles will report directly to the Deputy Director of Nursing & Care, with accountability to the Executive Director of Nursing Care. The role will work closely with the Associate Directors of Quality & Safety Improvement at place to ensure that the ICB is able to analyse and understand the strategic risks to quality, safety and safeguarding at ICB level, and to develop strategy and policy to address any unwarranted variation, ensuring that the ICB is able to deliver on its statutory obligations.

For any informal discussions, please contact the Deputy Director of Nursing & Care at:

kerry.lloyd@cheshireandmerseyside.nhs.ukor on 07917042415

You will be responsible for providing clinical leadership and advice in respect of commissioned services and service redesign and, holding providers directly accountable for delivering what has been agreed. You will review performance, activity, and finance information to understand the overall clinical contribution and work with other Place leads to ensure commissioning action is agreed and implemented to achieve system-wide patient safety improvements.

You will develop strategic plans to support the delivery of quality improvement, surveillance and assurance to support system transformation, providing professional leadership and expertise within the ICS. A key focus will be to ensure that professional clinical statutory and regulatory requirements are delivered in respect of registered professionals employed, and that clinical governance requirements are in place within commissioned services to meet these responsibilities. You will be required to interpret overall health service policy and standards and decide how these should be implemented within Place, with minimal guidance.

If you share our values and ambitions for the people living in Cheshire and Merseyside and have the skills and experience to drive our integrated care system forward, then we would be delighted to receive your application.

Principal Responsibilities
• Lead a designated portfolio of key areas and programmes, ensuring these are delivered in line with ICB/ICS and Place priorities, within required timescales and that key objectives are met and reported on.
• Delivering corporate responsibilities, working collaboratively with, as part of the senior leadership team within the ICB supporting the delivery of key objectives and strategic goals.
• Support the Director of Nursing and Care and the Deputy Director of Nursing & Care, assuring and ensuring delivery of high quality, safe clinical care
• Support the Deputy Director of Nursing & Care in assuring and ensuring delivery of the statutory responsibilities for safeguarding adults, children and looked after children.
• Lead a team responsible for the delivery of safeguarding responsibilities across your designated portfolio.
• Work closely with the Performance & Delivery directorate to gain assurance on and drive improvements in quality, ensuring consistency in relevant data both at ICS and Place level.
• Will create and foster a safeguarding culture across the ICB/Place by being responsible for developing a strategy for implementing high quality safeguarding practices



Operational Strategy
• Deliver the ICB/ICS Quality Strategy, directorate and personal objectives.
• Create an ICB vision for Safeguarding that is aligned to the delivery of the ICS strategic objectives.
• Provide clinical leadership and act as a Safeguarding champion within the ICB/ICS
• Foster a culture of multi-professional engagement in the improvement of care across integrated pathways for a specific condition or patient group. This will include ensuring clinical colleagues are fully committed to the delivery of ambitious programmes of quality improvement and safeguarding.
• Ensure quality improvement programmes benefit from the best clinical expertise available, ensuring they are safe, effective, sustainable, well led, equitable and provide a positive experience for those who use them.
• Maintain credibility with all key players within ICB/ICS, fostering a culture of collaboration for the delivery of equitable, high-quality care. At times this will include acting as an ‘honest broker’ reconciling conflicting views and interests.
• Be responsible for the delivery of agreed performance metrics as required and to support corporate performance in relation to the delivery of key national targets.
• Understand, communicate and support the implementation of clinical policy relating to networks (including NICE Quality Standards and Outcome Strategies).
• Ensure the ICB Director of Nursing & Care is supported in the delivery of strategic and operational priorities and relevant key performance measures.
• Provide visible and effective leadership to directly managed ICB staff and in the interface with the ICS and other agencies and partners.
• Develop and sustain effective working relationships with colleagues within Place and across the ICB/ICS.
• Make decisions about multi-faceted issues and situations that are highly complex and that require analysis, where solutions are not clear. This includes where information may be conflicting or information is unavailable.
• Accountability for delivery of all Safeguarding performance indicators and reducing unwarranted variation.



2 Planning and organising
• Co-ordinate the development and implementation of the overall long term strategy of the ICB/ICS which supports and ensures that quality, financial and performance targets are met and sustained.
• Chair relevant meetings internally and externally as required.
• Ensure compliance with national standards and key performance measures, and to lead the implementation of corrective action where unwarranted variation has occurred at Place level.
• Lead the development and delivery of safeguarding and performance improvement programmes in accordance with national and local priorities.
• Develop and deliver short, medium, and long-term plans, which involve uncertainty, with the input of partners and using feedback from users and stakeholders in achieving high quality outcomes.
• Support the delivery of effective safeguarding systems for both adults and children across Place and across ICB/ICS.

Participate in the ICB On-Call rota on a regular basis.


This advert closes on Thursday 14 Dec 2023