Senior Delivery Manager
Flexible within England & Wales

Job reference: 001094

Location: Flexible within England & Wales

Closing date: 25/07/2021

Job posted date: 25/06/2021

Salary: £50,190 plus £3,250 London Allowance if applicable

Employment type: Permanent

Department: Customer Journey

Hours per week: 36.25

Interview date: 2nd and 3rd August 2021

Contract Duration: Not specified

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.

We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

You will be part of a high-profile, business critical, priority team transforming the platforms used by Citizens Advice volunteers to deliver remote advice to the public. This will involve replacing existing telephony and webchat platforms and introducing video chat capabilities to the network. Our phone service alone receives over 4.6 million calls from the public every year and is staffed by thousands of volunteers. You will be responsible for enabling delivery of this transformation effort, which is expected to take up to 2.5 years and will involve discovering requirements, testing and procuring solutions and rolling out new technologies to thousands of volunteers across England and Wales. You will help ensure that work is coordinated across a range of teams and departments, with internal and external stakeholders.

As a senior delivery manager at Citizens Advice, you’ll enable agile project and product teams to focus on the right priorities, work together effectively and deliver user-centred products and services that meet user needs and business priorities. You may also line manage more junior colleagues. You’ll ensure a high team standard is set, expectations are managed and identify and remove issues, blockers and risks to delivery and build the capability of your team to work effectively in an agile way, through coaching, contributing to a culture of learning and transparency, encouraging and enabling self-organisation.

You’ll have excellent facilitation skills, be able to foster a feeling of safety and employ self-awareness, self-management and neutrality as needed, as well as designing and running meetings with clear purpose, using a mix of activities, tools and techniques to achieve desired outcomes. You’ll be action orientated, with sound judgement in identifying issues and putting forward solutions and adept at drawing together insights from data, research and other sources to help inform decision-making and make recommendations.

The National Citizens Advice Operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Please note, in the event of a high number of applications, we reserve the right to close the application early.

This vacancy closes at 23.59 on the closing date.


The closing date for this job has now passed.