Service Delivery Manager - £62,905 - £70,817 p.a + benefits
Medicines and Healthcare Products Regulatory Agency Service Delivery Manager - £62,905 - £70,817 p.a + benefits
Description
- Job grade: Grade 7
- Contract type: Fixed term, Loan
- Length of employment: 2 years and 5 Months (until 31st March 2029)
- Business area: Innovative Devices
- Type of role: Other
- Working pattern: Flexible working, Full-time
- Number of jobs available: 1
Location
About the job
Job summary
We are currently looking for a Service Delivery Manager to join our Innovative Devices within the Innovation & Compliance group.
This is a full-time opportunity, on a fixed term contract basis until 31 March 2029. Internal move, temporary promotion, loan will be considered.
The role will be based in 10 South Colonnade, Canary Wharf London, E14 4PU. Please be aware that this role can only be worked in the UK and not overseas.
Government departments and agencies are working towards implementing a minimum 60% attendance in office sites.
We are currently implementing a flexible, hybrid way of working, with a minimum of 8 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business. Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 12 days a month, with the remainder of time worked either remotely or in the office. Some roles will need to be on site more regularly. Remote working is potentially available for some specific roles. Please discuss this with the recruiting manager before accepting an appointment.
Who are we?
The Medicines and Healthcare products Regulatory Agency enhance and improve the health of millions of people every day through the effective regulation of medicines and medical devices, underpinned by science and research.
Innovation and Compliance (I&C) group delivers public health impact, world-leading research innovation, and a unique proposition via an ambitious Science Strategy which balances innovation against sustainability and affordability. It is divided into four sub-groups: Innovation Accelerator and Regulatory Science, Clinical Investigations and Trials, Standards and Compliance and Innovative Devices.
Job description
Role Purpose
The Early Access Service offers an exciting opportunity to be at the forefront of medical device innovation to address unmet patient need in the UK. The Early Access service was developed jointly the Medical Research Council and the MHRA, for innovative medical technologies, including diagnostics around early diagnosis of dementia, that meet a critical need in the health and care system. The aim of the service is to improve patient access to innovative technologies by providing developers with joined up support and advice from across the UK.
The role is the central coordinating interface between those defining requirements and the specialist teams undertaking technical and clinical assessment. The role ensures that inputs into the Early Access service are translated into coherent, timely and high quality technical and clinical assessments. The role holder will be responsible for shaping assessment requests, coordinating delivery across technical and clinical assessors, tracking progress against agreed plans, and providing clear, reliable updates to leadership and stakeholders. The role holder will also lead and work in collaboration with digital technology partners to develop a platform for an end-to-end Early Access Service, with view to scale up for future programs within Innovative Devices. This is an opportunity to modernise processes, improve data use, increase automation, improve reporting and support risk-proportionate decision-making in medical device assessments within MHRA and supporting the NHS 10-year plan and the Life Sciences Sector Plan.
Key responsibilities
- Lead the development and implementation of processes, including the design and development of any technology platforms that may be required, for the Early Access Service.
- Design and develop internal instructions for technical and clinical assessors based on requirements from policy and legislation.
- Lead the end-to-end management of application submissions for the Early Access program, establishing proportionate governance, quality controls and clear service standards to ensure applications are handled consistently, transparently and in line with relevant policy, legislative and operational requirements. This may include:
- Oversee validation and triage of applications, applying sound regulatory judgement to confirm eligibility, completeness and readiness for assessment; resolve complex or ambiguous issues, identify risks and dependencies, and ensure proportionate escalation and a clear audit trail for decisions.
- Provide authoritative, risk-based regulatory advice and guidance to external stakeholders on the application process, translating complex requirements into clear and practical expectations, managing challenging enquiries, and influencing applicants to submit high-quality evidence that supports timely and robust assessment.
- Manage the assessment process for the Early Access program, ensuring that assessments are conducted consistently, within deadlines and to the highest standards. This may include:
- Ensure performance management arrangements of technical and clinical teams, clarify what’s needed, plan the tasks, and make sure work follows regulations and the Early Access service model.
- Track progress of assessments, spot any risks or delays early, provide regular progress updates and analysis to senior managementand, and help decide priorities if there are too many tasks at once.
- Lead on ongoing process improvement, data management, and automation within the MHRA, contributing to the Agency’s reputation as a leader in clinical research regulation.
- Foster inclusive and collaborative working across operational, technical, clinical, policy and digital teams; resolve complex or competing priorities; and use feedback, performance information and lessons learned to improve efficiency, consistency and effectiveness across all operational areas.
- Advise more senior managers on casework, policy and legislative development to ensure timely delivery of other cross-agency tasks and activities
The job description is not intended to be exhaustive and it is likely that responsibilities and outcomes may be altered from time to time in the light of changing circumstances and after consultation with the postholder.
Person specification
• Experience working in a regulated, policy-led or operational environment.
• Experience in technical, scientific, or clinical assessment of medical devices or medicines.
• Experience leading the delivery of a service, programme, or coordinated workstream.
• Experience tracking work progress and providing clear updates to colleagues or stakeholders.
• Experience leading on process improvement or development of templates, trackers, or guidance.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Working Together
- Managing a Quality Service
Technical skills
We'll assess you against these technical skills during the selection process:
- Experience working in a regulated, policy-led or operational environment. Experience Leading the delivery of a service, programme, or coordinated workstream. Experience leading process improvement or development of templates, trackers, or guidance.
- Minimum of bachelor’s degree in a medicine, science, engineering fields of study or equivalent experience developed through previous roles.
- Excellent IT skills with proven ability to extract, analyse, interpret and present data. Confidence using digital tools (e.g. trackers, shared documents) to support service delivery, document and report progress, risks, issues clearly and accurately.
- Experience in digital platform development and automation tools
Benefits
- Annual Leave: 25 days annual leave on entry, rising by one day for each completed year of service to a maximum of 30 days and pro-rata for part-time staff. PLUS 8 bank holidays
- Privilege Leave: 1 day
- Hours of Work: 37 hours (net) per week for full time staff in all geographical locations, including London and pro rata for part-time staff
- Occupational Sick Pay (OSP): One month full pay/one month half pay on entry, rising by one month for each completed year of service to a maximum of six months full pay and six months half pay after five years’ service.
- Mobility: Mobility clause in contracts allowing staff to be mobile across the Civil Service
- Civil Service Pension Scheme. Please see the link for further information http://www.civilservicepensionscheme.org.uk/ For enquiries relating to the Civil Service Pension Schemes please contact MyCSP's Pension Service Centre directly on 0300 123 6666
- Flexible working to ensure staff maintain a healthy work-life balance
- Interest free season ticket loan or bike loan
- Employee Assistance Services and access to the Civil Service Benevolent Fund
- Eligibility to join Motoring , Boundless by CSMA
- Variety of staff and Civil Service clubs
- On-going learning and development
Things you need to know
Artificial intelligence
Selection process details
Key dates
- Closing date 08 November 2026 at 23.55PM
- Sifting – From 09 November 2026
- Main panel interviews – From w/c 23 November 2026
Communications will be electronic via email therefore it is important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder.
We’re committed to being diverse and inclusive, so please make your application anonymous by removing all identifying personal information (such as names and dates) from your employment history and personal statement.
What will the process look like?
Pre-sift Stage
An initial sift will be conducted on the experience question which has a word limit of 500 words. If you are assessed as not meeting the required level, you will not be progressed past this stage.
Question: Describe a customer-facing service, programme, or assessment process that you have established, operated, and improved. What was your contribution and how did you apply your technical expertise to translate users' needs into practical processes? How did you use data, feedback, and digital tools to set service standards, identify opportunities for improvement, implement changes, and measure whether the service was working effectively? (Lead Criteria) - (Maximum 500 words)
Sift Stage
The main sift, where we'll read and score the rest of your application. This may involve a large number of applications, please bear with us as this can take some time.
- Anonymised CV which sets out your career history, previous experience and skills, highlighting specific responsibilities that are relevant for this role.
- Online application form, including questions based on the Behaviour, Experience and Technical Success Profiles. Please ensure all application questions are completed in full; your application may not be considered if any responses are left blank.
The panel will look at your application and are looking for evidence of the stated points. We may raise the benchmark score required if we receive a high number of applications.
Main Panel Interview
Successful candidates from the sift stage will be invited to attend an interview. We use a blended interview technique, allowing us to find out more about you. We use the Success Profile framework and at interview we will be assessing Behaviours and Experience.
At interview, we will be asking questions relating to the following:
- Behaviours, as listed in the person specification
- Experience, as listed in the person specification
- Strengths
Feedback will only be provided if you attend an interview.
If you require any disability related adjustments at any point during the process, please contact [email protected] as soon as possible.
Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules. Further information on whether you are able to apply is available here.
Successful candidates must pass a disclosure and barring security check as well as animal rights and pro-life activism checks. People working with government assets must complete basic personnel security standard checks.
Certain roles within the MHRA will require post holders to have vaccinations, and in some circumstances, routine health surveillance. These roles include:
- Laboratory-based roles working directly with known pathogens
- Maintenance roles, particularly those required to work in laboratory settings
- Roles that involve visiting other establishments where vaccination is required
- Roles required to travel overseas where specific vaccination may be required.
Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Any move to the MHRA 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 here.
Individuals appointed on level transfer will retain their existing salary and are responsible for ensuring they fully understand the financial implications of any potential move and the impact (if any) on their terms. If an individual is in any doubt, they should seek clarification before accepting a job offer.
Staff joining on promotion will receive up to a 10% increase of their current basic salary, or the pay band minimum, whichever is the greater.
The individual will not retain any allowances paid by the former department/Agency, unless there are special circumstances, such as a reserved right to those allowances on transfer.
Successful candidates may be subject to annual Occupational Health reviews dependent on role requirements. If you have any queries, please contact [email protected].
Feedback will only be provided if you attend an interview or assessment.
Security
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
Working for the Civil Service
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).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : The Resourcing Team
- Email : [email protected]
Recruitment team
- Email : [email protected]
Further information
Attachments
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