RAF HIVE Service Delivery Manager

Job summary

This is an exciting opportunity for a focused and highly organised individual to join our dedicated team, which plays a pivotal role in the day-to-day running of the RAF HIVE Service.

The RAF HIVE Service supports the Chain of Command and the tri-Service community by providing up-to-date and relevant information. This is delivered through RAF-run Station HIVE Information Centres, providing generic and local information and initial signposting services to the Service community.

The RAF HIVE Service Delivery Manager (SDM) reports to the Head of RAF HIVE Service and is responsible for coordinating the delivery of an effective and efficient Service.

The SDM supports the Head of RAF HIVE Service and enables HIVE Information Officers to respond to queries and deliver relevant, current information through various channels - including face-to-face, phone, email, and approved social media platforms. The primary focus of this role is to ensure the RAF HIVE Service maintains the highest standards of support using the most appropriate communication methods.

This role involves regular travel and overnight stays at other RAF Units. The successful candidate may be based at any UK RAF Unit, subject to office availability, and will be required to attend face-to-face meetings at HQ AIR Command, RAF High Wycombe, as directed.

This role is advertised at 37 hours per week

Job description

The RAF HIVE Service Delivery Manager will work in a fast-paced environment, managing effective Service delivery and governance, and collaborating with the HIVE team, stakeholders across units, wider business area, and the MOD. This role requires an individual who is adaptable, dependable, and dedication about making a positive impact within the RAF People and Families Support service community.

The successful candidate will undertake a variety of tasks that contribute to the high quality of Service in the business area, including, but not limited to:

• Overseeing the day-to-day operations of Service delivery in a timely manner within budget and to the agreed quality and assurance standards.
• Planning and managing all RAF HIVE digital platforms ensuring compliance with policy.
• Planning and managing training events to delivery specialist annual functional training and ad-hoc delivery workshops to the HIVE team.
• Coordinate and manage monthly Service delivery statistics including HIVE team monthly reports and monitoring Service Community issues to provide relevant feedback to the Head of HIVE/Chain of Command.
• Manage the onboarding programme of new staff providing on-site support following RAF HIVE Service processes, as detailed within the RAF HIVE Standard Operating Procedure (SOPs) to HIOs and unit Line Manager.
• Plan develop and maintain Standard Operating Procedures (SOPs) for Service delivery in consultation with Head RAF HIVE.
• Maintain, administer and regularly review the RAF HIVE SharePoint/TeamSite to enable access to all required up to date information and documents to support team role responsibilities.
• Maintain and update on emerging issues and trends by monitoring and evaluating Service KPIs, stakeholder engagement and implementing improvements as required in consultation with Head RAF HIVE.
• Undertake other duties within TORs appropriate to the grade, as directed by Line Manager

Person specification

A key role within the business area, the successful candidate will be able to work well with others, as well as being able to use their own initiative to work independently with autonomy. This role is suited to someone who has strong communications both written and verbal skills along with attention to detail. Ability to develop and maintain excellent working relationships with a diverse range of stakeholders. They will have clear planning abilities, effectively managing personal workload and maintaining high levels of resilience under pressure. Flexibility, a proactive approach and high proficiency in IT systems and digital tools confidence in delivering high-quality training a strong commitment to customer service.

Essential Criteria:

Proficiency in Microsoft Office applications: Word, Excel (advanced), PowerPoint, Outlook, Teams, SharePoint and social media platforms.

Excellent organisational skills and a methodical approach to work.

Strong attention to detail and accuracy.

Ability to maintain accurate records and audit trails to ensure compliance.

Strong prioritisation skills to manage multiple tasks and meet deadlines.

Adaptability and initiative in both team and independent settings.

Driving Licence – There will a requirement to travel to unit establishments therefore a full UK driving licence is required.

Desirable:

Understanding of the RAF HIVE Service and Armed Forces community.

Experience of Power BI.

Licences

Full UK Driving Licence

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Changing and Improving
• Working Together
• Communicating and Influencing
• Delivering at Pace
• Developing Self and Others

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service
• Changing and Improving
• Working Together

Benefits

Alongside your salary of £30,740, Ministry of Defence contributes £8,905 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Where business needs allow, some roles may be suitable for a combination of office and working from home as part of a non-contractual hybrid working arrangement. All office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to site capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD workplace, will also count towards this level of office attendance. Applicants can request further information regarding how this and other flexible working arrangements may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements.

The post does not offer relocation expenses.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Please Note: Expenses incurred for travel to interviews will not be reimbursed.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments.

MOD Recruitment Satisfaction Survey – We may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Policy Notice sets out how we will use your personal data and your rights.

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Candidates will be required to provide a Statement of Suitability in no more than 500 words.

At sift, you will be assessed against your Statement of suitability and the following Success Profiles Behaviours:

• Managing a Quality Service
• Changing and Improving
• Working Together

If invited to interview, You will be asked to deliver a 5 minute presentation on the day of the interview. The subject matter will be entitled "Customer Service: What this Means to Me"

At interview, you will be assessed against your Presentation and the following Success Profiles Behaviours:

• Managing a Quality Service
• Communicating and Influencing
• Delivering at Pace
• Developing Self and Others

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk .

As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system.

Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.

The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.

The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out.

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

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).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.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 : Nerys Bell
• Email : Nerys.Bell519@mod.gov.uk

Recruitment team

• Email : DBSCivPers-ResourcingTeam3@mod.gov.uk

Further information

Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: info@csc.gov.uk.

Attachments

20230201 - Air Command's Applicant Guide Opens in new window (pdf, 499kB)EXTERNAL PACK Opens in new window (pdf, 1562kB)20250626- RAF HIVE Service Delivery Manager TORs Opens in new window (pdf, 143kB)Terms and Conditions of Service Opens in new window (docx, 24kB)