Head of Service Delivery - Performance

Job summary

This role is pivotal in supporting the successful operation of the Service Delivery Group (SD). You will lead coordination of business planning and performance activities for the Director of Land Registration Services, the Service Delivery Group Senior Leadership Team (SD SLT) and the Wider SD Leadership Team working collaboratively and at pace with senior stakeholders across the group and partnering with key stakeholders across the wider organisation.

You will take a proactive role in identifying and monitoring the complex risks owned by Service Delivery colleagues (including by SLT and the Director of Land Registration Services), linking in closely with our Risk and Assurance partners at senior levels and keeping SD SLT appraised of concerns and emerging issues. You will ensure that risk plays a central role in decision making and performance conversations at senior levels.

You will develop and monitor delivery of key objectives in the SD business plan and maximise its contribution to the rest of the organisation. This is a high-profile role to shape and influence the group in the short, medium and longer-term. You will be the key point of contact for other HMLR Directorates, including ensuring that Service Delivery feed in, and provide narrative against organisational performance. You will ensure that SD Senior Leadership are having the right conversations, at the right time, about performance.

You will maintain oversight, strengthen and lead the routines needed to effectively run SD SLT, in line with HMLR’s Business Strategy and cultural aspirations. A key aspect of this role will be being linking in with the Business Manager/Chief of Staff and the Head of Coordination and Communications to improve communication approaches and rhythms relating to Performance across the Directorate.

You will represent SD interests across a range of organisation-wide initiatives and projects, applying professional challenge, judgment and decision-making skills to deliver strong outcomes that benefit SD and the wider organisation. We are looking for an intuitive, proactive leader able to respond to internal and external factors impacting on delivery and performance. We are looking for evidence of being able to build strong working relationships quickly to drive collective outcomes in a complex landscape.

Check out the video below to see what it is like working for our Service Delivery directorate.

Job description

• Oversee the development and continuous improvement of the operational performance framework for Service Delivery, including leading on the monthly Service Delivery Performance meeting.
• Coordinate priorities and collaborative working across SD SLT, to strengthen the senior leadership team’s ability to drive performance outcomes, proactively identifying and resolving barriers to effective delivery of SD objectives, making evidence-based recommendations for improvement.
• Collaborating with teams across HMLR such as the Insight, Data, Evidence & Analytical Support team and the Strategic Planning and Performance team to produce strategic and operational reports using robust and reliable data on a regular basis.
• Support the SLT to improve transparency, building relationships with key stakeholders to enhance collaboration within and outside SD
• Lead performance (including risk) reporting into key senior committees, including the Executive Committee.
• Lead the Business Planning process within SD, ensuring alignment with HMLR’s Business Plan priorities and strategy. Your responsibilities will include engaging with relevant stakeholders to create the SD plan (including the development of Key Performance Indicators), tracking organisational health and delivery progress..
• Build knowledge within SD on risk, maximising the value of the risk business partnering arrangement.
• Work closely with our Risk Business partners reviewing ambiguous and complex issues and risks in collaboration with relevant SD owners, supporting them with mitigations and working to create a “path to green”.
• Create and maintain strategic partnerships within SD and with key stakeholders such as Strategic Planning and Performance and the IDEAs forecasting team.
• Work collaboratively with other SLT members to support consistency of communication across service teams on both performance and risk.
• Support the empowered culture within SD through a coaching style of leadership, inspiring high performance and operational excellence
• Deputise for the Chief of Staff during leave, leading both the Business Support and Performance & Risk Teams

Person specification

We are looking for the successful candidate to have:

• Experience of performance reporting, business planning, forecasting and budgeting, using data and insight to inform recommendations.
• Experience of supporting and influencing a senior leadership team, building confidence and transparency with senior stakeholders and committees.
• Experience of providing constructive challenge and advice to senior leaders to improve how performance is managed and reported.
• Strong organisational skills, with the ability to manage competing priorities and deliver at pace.
• Demonstrable people leadership skills, including leading and influencing beyond direct line management.

Due to the nature of the role regular travel to other HM Land Registry offices will be required, including some overnight stays.

For more information about the role and the full Person Specification, please see the attached Job Description.

Success in this role is not defined by the hours worked so we can consider a range of working hours and patterns.

Benefits

Alongside your salary of £61,923, HM Land Registry contributes £17,939 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity – we value honesty, trust and doing the right thing in the right way.
• We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
• We are professional – we value and grow our knowledge and professional expertise.
• We give assurance – we guarantee our services and provide confidence to the property market.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

To apply, you will need to complete the short application form and copy and paste your CV onto the online application form detailing your work history.

Your CV will be assessed against the essential experiencecriteria detailed in the attached Job Description.

The Personal Statement section (in no more than 750 words) should be used to outline your wider skills and experience for the role and detail how you meet the essential experience criteria listed below:

• Experience of performance reporting, business planning, forecasting and budgeting, using data and insight to inform recommendations.
• Experience of supporting and influencing a senior leadership team, building confidence and transparency with senior stakeholders and committees.
• Experience of providing constructive challenge and advice to senior leaders to improve how performance is managed and reported.
• Strong organisational skills, with the ability to manage competing priorities and deliver at pace.

In the event of a high volume of applications for this vacancy, an initial sift will be conducted on the below and a full sift only carried out on those applications that pass the initial sift stage:

• Experience of performance reporting, business planning, forecasting and budgeting, using data and insight to inform recommendations.

Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications – this is 23:55pm on the advertised date.

The sift will take place shortly after the closing date. If successful at shortlisting stage, you will be invited to attend a virtual interview and deliver a pre-prepared presentation, from week commencing 13th July 2026. Further details will be provided on invitation to interview.

Please note that we will not be testing any of the desirable criteria throughout this process.

Candidates may refer to notes within their interview, but they should be used as a prompt only.

HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage may be invited to attend an interview. If you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa.

You must ensure you have the appropriate right to work in the UK before applying.

You can find more information on how we use your personal data on our website.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : George Masters
• Email : George.Masters@landregistry.gov.uk

Recruitment team

• Email : hrresourcingteam2@landregistry.gov.uk

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email hrresourcingteam2@landregistry.gov.uk in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/

Attachments

G7 Head of Performance Job Description Opens in new window (pdf, 158kB)