Senior Delivery Manager

Job reference: 002096

Salary: £62,052 plus £3,520 London allowance if applicable

Closing date: 03/09/2023

Department: Customer Journey

Location: Blended between office and home (England and Wales)

Employment type: Permanent

Hours Per Week 36.25 hours per week / Open to flexible working

Job posted date: 18/08/2023

Contract Duration: Permanent

Job Description

We have an exciting opportunity for a Senior Delivery Manager to join us and work across our user-centred product, project and service teams. 

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.

Our teams focus on providing value to our users, whether they be our network of local offices and the advisers that work within them or people turning to us to help them find a way forward with their problem. 

As a Senior Delivery Manager, you’ll coach and facilitate some of our most complex teams - you’ll help them to work in an agile, self organising way, working with them to develop a delivery model that works for them, in their context. 

You’ll craft a culture of learning and continuous improvement and an environment where every team member feels able to challenge and contribute ideas - you’ll enable them to work well together, to focus on the right priorities, with the user at the heart of everything they do, and support teams to develop a shared vision for their product, project or service. 

Beyond the team, you’ll champion their vision with key stakeholders, telling your team's story to negotiate and influence on their behalf, protecting them from uncertainty and creating the space for them to focus and deliver value to users regularly. 

You’ll be a part of our delivery team and community of practice, which is a non-hierarchical, supportive, encouraging space for our delivery people to come together and share experiences and develop our disciplines. We use tools like our capability framework and training initiatives such as coaching circles to aid our individual development. 

If this sounds like a good fit for you please provide details in your CV to evidence the following essential criteria:

• Experience of working in agile multidisciplinary teams to deliver high transactional digital products and platforms using agile methodology in a large and complex organisation. 


• Deep knowledge and understanding of working in user-centred design teams, with extensive experience and expertise using a range of delivery methods, tools and agile techniques to deliver a variety of projects / products within scope, on time and of a high quality.


• Experience of working with and influencing stakeholders at all levels to communicate and negotiate successfully, protect and enable teams and generate commitment to shared goals.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service. 

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. If you are disabled and meet our minimum criteria you will be guaranteed an interview for this role and we will provide reasonable adjustments as needed. We follow the social model of disability.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

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. 

Our commitment to colleague wellbeing is reflected in us being awarded Gold in the Health & Wellbeing category, as well as Overall Winners, at the Employee Experience Awards 2022.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

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.