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Service Modernisation: Programme Management Office

Enabling DWP to become a department that is more user focused, customer centric and efficient will take a multi-year journey. We plan to achieve this for the department through our Service Modernisation programme. This programme will be at the heart of DWP’s transformation journey for the coming years, modernising eleven different customer services and product lines that involve 14,000 staff and 21 million customers.

Service Modernisation is a DWP ministerial priority and is a Cabinet Office GMPP IPA A class programme under the “Active” assurance regime, thereby requiring the highest level of scrutiny for IPA given its national importance. The current scope of the Service Modernisation Programme is Retirement Services, Working Age and Health Services, Child Maintenance Services, Disputes Services and Cross Cutting Activities.

To make this modernisation a reality the Service Modernisation programme is a multi-year programme delivering significant transformation within service lines, across our workforce and will deliver the DWP service centre of the future. Therefore, Service Modernisation is fully integrated into the DWP business strategy and vision for 2030. There are also close dependencies with Workplace Transformation within the department.

Fraud, Error and Debt Programme Office: Head of Programme Management Office.

The Debt and the Fraud & Error Programmes both support the Department’s strategy to reduce fraud, error and debt by transforming our services to deliver more efficiently and effectively using modern digital systems.

The Debt and the Fraud & Error Programmes are split across the following categories:

• Prevent: Preventing fraud and error, before it gets into DWP systems
• Detect: How fraud and error will be detected if it enters DWP systems, either through new claims or changes
• Correct: Work to correct any fraud and error in DWP systems
• Collect: Enhancing DWP’s capability to recover debt, the view of a claimant’s overall debt and making it easier for customers to understand and repay their debt.

The Debt Programme is delivering a transformed Debt service for the department which includes an enhanced Self Service capability for customers and a new Debt Management and Compensation Recovery system for our people.

The Debt and the Fraud & Error Programmes work collaboratively with Counter Fraud, Compliance and Debt, Digital and many other parts of the business to deliver change together in a supportive, cross-working environment.

• Lead on the shaping of the organisational and programme strategy; leading and investing in people; and creating a high performing culture to deliver benefits to customers, the department and wider government
• Lead programme governance, planning, reporting and controls. This includes leading PMO (Programme Management Office) function including reporting and oversight across the programme core and delivery teams
• Lead Programme Assurance and lead the implementation of a multiple lines of defence model
• Working closely with the Programme Director’s private office to ensure a seamless interface and enable efficient and effective join up with the Senior Responsible Owner alongside others
• Provide PMO leadership across the whole programme including the wider programme management community
• Act as senior escalation point for all Programme management issues and providing support to the strand delivery leads in their resolution
• Taking a corporate leadership role within DWP, ensuring Programme design principles are understood and ensuring that learning opportunities which arise from the programme are capitalised on and built into wider departmental thinking
• With Programme Director lead engagement and reporting into Change Portfolio Board and provide leadership for DWP overall change and transformation agenda
  Manage risks and issues and demonstrate a proactive risk awareness culture
• Manage workforce planning for the Programmes ensuring there is appropriate focus on capability and succession planning
• Lead in the management of financial planning and controls, including spending review financial planning and reporting.

• Experience in the delivery of major change programmes and the complexity of large scale, digitally enabled transformation using project management frameworks and methodology
• Experience of leading at a senior level across multi-disciplinary teams, with the ability to implement and translate strategy into action, developing new approaches and setting a clear and compelling vision, that their teams (direct and indirect teams) can align behind to deliver
• A passion for building high performing teams, creating an inclusive and collaborative learning culture which values diversity and encourages openness, approachability, and sensitivity
• Excellent communication and influencing skills
• Strong relationship management skills – able to build a powerful network of partnerships to work collaboratively
• Commercially astute with experience of delivering senior stakeholder and organisational priorities
• Experience of successfully leading transformational change within a complex and multi-disciplinary organisation, inspiring and motivating others to deliver tangible and sustained outcomes in a challenging and high-profile environment
• Strong collaboration experience both within teams and across diverse stakeholder and partner networks.

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

• Leadership
• Communicating and Influencing
• Seeing the Big Picture
• Making Effective Decisions

• 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 average employer contribution of 27%

Job contact :

Name :
SCS recruitment team
Email :
[email protected]

Recruitment team

Email :
[email protected]