Service Delivery Lead

Job summary

The postholder is responsible for leading a high-performing operational service within Service Delivery, ensuring the delivery of business objectives in line with HM Land Registry’s Strategy 2025+ and our Service Delivery plan. The role provides leadership for complex operational delivery, driving performance, continuous improvement and customer outcomes across multiple locations.

Working as part of a multidisciplinary leadership team, the postholder supports the Head of Service in delivering organisational objectives through effective people leadership, the implementation of transformational change, and the management of risk and operational performance. The role is also responsible for developing capability, leading through others, and role-modelling HM Land Registry’s culture, values and leadership behaviours.

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

Job description

Main duties of the role include:

Leadership

• Be a positive, inclusive and inspirational leader who is responsible for supporting change and creating an environment that supports and enables the development of people’s capabilities, talent management and succession planning in a range of disciplines/professions within and across service lines.
• Lead your Service to enable delivery of efficient casework services through effective resource allocation and workforce planning to provide and improve consistent service and customer experience.
• Build leadership capability through coaching and providing support to Leaders to enhance their leadership skills, enabling them to lead through people to achieve improved performance outcomes at every level, and ensuring they are accountable for achieving improved customer outcomes.
• Create and oversee a culture of empowerment and accountability that inspires your leaders to achieve shared goals, building collective and individual capability to enable the creation of high-performing teams and environments that reflect HM Land Registry’s cultural ambitions. Challenge your leaders thinking to progress both performance and culture.
• Foster a culture of continuous learning and development, creating the conditions for leaders and colleagues to build capability, share knowledge and improve performance in support of current and future business needs.
• Be accountable for providing a clear vision of HM Land Registry’s strategic goals, bringing to life the organisation’s direction and journey in day-to-day conversations to enable a variety of audiences to understand how their efforts contribute to the service and wider objectives.

Operational Excellence

• Responsible for working collaboratively with Heads of Service Delivery and Service Lead colleagues, across boundaries and with the other key leads in the Service Line to support delivery of strategic priorities. Recognise, understand and communicate the bigger picture with your leaders in terms of both Service and organisational performance.
• Accountable for sustaining high performance to deliver against service standards. Optimise operational excellence through continuously improving your service’s contribution to organisational performance including the delivery of all key business objectives and key performance indicators. Create a clear focus on delivering the best possible service for our customers.
• Make key decisions and provide clarity to leaders regarding operational performance priorities, resourcing and team structures to ensure effective delivery. Be responsible for managing assurance and risk issues, in regard to people and Service Delivery. Support and embed within your service a culture of continuous improvement and customer focus.
• Oversee and ensure a reduction in performance variation within your service, sharing best practice and maximising opportunities by encouraging innovation and challenging processes, practices and systems that are barriers to improving outcomes.
• Support and coach your leaders to become experts in using and interpreting our key data sets. Present data led successes, risks and resulting actions to your Head of Service Delivery and other key stakeholders.
• Work collaboratively with internal and external stakeholders to improve end-to-end workflow, reduce issues, and support the delivery of better operational and customer outcomes.

Service Improvement

• Work closely with your Service Improvement Lead to identify and resolve service efficiencies.
• Develop a culture that ensures your Leadership networks provide insight to inform Service Delivery decision making. Develop initiatives for the benefit of Service Delivery in partnership with leaders across the business.
• Responsible for ensuring your leaders deliver the expected benefits from Service Improvements and transformation initiatives and that they are fully realised.

Person specification

To be successful in this role, you will bring substantial experience of leading large teams and delivering complex operational services at scale, with a clear track record of achieving business service standards and KPIs through others. You will be confident influencing and engaging peers and senior leaders to secure outcomes and drive delivery, while demonstrating a strong commitment to coaching and developing high-performing teams and building leadership capability.

You will also have proven experience of leading change in operational environments, embedding continuous improvement and driving greater effectiveness, consistency, and service performance. You will be comfortable using data and business insights to solve problems with significant impact, and will show initiative in testing ideas, innovating, and constructively challenging existing processes to improve the way things are done.

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

Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable.

Please note, due to the nature of the role and the significant leadership duties you will be required to work a minimum of 30 hours per week in this post.

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

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths and Experience.To apply, please complete the short online application form, including entering details from your CV. You’ll need to outline your qualifications, employment history, and your key roles and responsibilities.

Your CV will be assessed on how well your employment history evidences the lead essential experience criteria.

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 leading large teams and delivering complex operational services across multiple teams, functions or locations (Lead)
• Evidence of delivering business service standards and KPIs through others
• Demonstrable experience of influencing peers and senior leaders to secure outcomes and drive delivery

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

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 Face to Face interview at either our Leicester or Swansea office, which will include a pre-prepared presentation. Interviews will take place week commencing 6 July 2026. Further details will be provided on invitation to interview.

The blended interview will assess the essential technical skills and experience listed in the Job Description. We will also be assessing Strengths. We want to hear your first, unrehearsed, natural response to the strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.

The desirable criteria will be only be assessed in the event of a tie break at the interview stage.

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 : Neil Thomas
• Email : Neil.Thomas@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 Service Delivery Lead Job Description Opens in new window (docx, 167kB)Service Delivery Candidate Pack 2026 Opens in new window (pdf, 1669kB)