Senior Operations Manager

We are MHCLG

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives. Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda.

Local AI is a new team within MHCLG, working with councils to unlock the potential of artificial intelligence (AI) in local public services. We support the responsible adoption of AI across local government, focusing on practical tools that save time, reduce costs and improve services for residents.

Local AI’s goal is not simply to introduce new technology. We work with councils and partners to solve real service challenges where AI can make the biggest difference.

Our work spans product development, service transformation, capability building and shaping the wider adoption of AI across local government. Recent examples include Local Transcribe our work supporting councils to responsibly adopt AI, and looking at how AI can play a role in temporary accommodation.

Joining Local AI offers a rare opportunity to help shape how one of the most significant changes of our time is applied in public services. You will work alongside experts from local and central government, academia and industry to test new ideas, deliver practical solutions and help improve outcomes for millions of people who rely on local services every day.

As a Senior Operations Manager, you will lead the operational support for Local AI products and services, acting as a key point of contact for councils and users. You will design and continually improve onboarding, support and service management processes, helping users get the most value from products such as Local Transcribe. Working across product, delivery and service teams, you will ensure services run smoothly, issues are resolved effectively and user feedback directly informs future improvements

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

As a Senior Operations Manager you’ll:

• Lead the onboarding of councils and users onto Local Transcribe, ensuring a smooth and consistent experience from initial engagement through to service adoption
• Act as a key operational contact for participating councils, building strong relationships and maintaining effective communications throughout delivery.
• Design and continuously improve support processes, including management of support queues, service requests, incidents and user guidance.
• Coordinate council agreements, readiness activities and operational dependencies to support successful implementation and ongoing use of the service.
• Work across product, delivery, technical, user research and information governance teams to ensure the service operates effectively and users receive high-quality support.
• Monitor service performance and user feedback, identifying opportunities to improve the service and support the scaling of Local Transcribe across local government.

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)

Application and Selection

The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours , Experience

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Stage 1: Sift (CV)

Experience: Your CV will be assessed against the criteria in the job description and person specification.

Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.

In the event that we receive a large number of applications, we may conduct an initial sift using the lead sift question listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.

Lead sift question (Experience): Tell us about a time you helped run or improve a service so that it worked well for users. (250 words)

Stage 2: Interview

• Behaviours: Managing a Quality Service, Delivering at Pace, Making Effective Decisions and Working together.
• Experience: Experience questions will be based around the essential skills and criteria as listed in the job description.

Sift and Interview Dates

Sifting is envisaged to take place the week commencing 14th September 2026

Interviews are currently being held remotely via videocall. This could be subject to change.

How We Recruit

Find out everything you need to know before applying here..

• Applying
• Sifting
• Interview
• Interview Results & Feedback
• Reserve List
• Near Miss
• Civil Service Grades
• We are a DCS, RIS & GPTWV employer
• Reasonable Adjustments

Human

How to Apply

What you need to know before applying.

You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.

• Security Clearance Requirements
• Civil Service Nationality Requirements
• Right to Work
• Artificial Intelligence
• Civil Service Code and Recruitment Principles
• CV Declaration
• Sponsorships
• Salary and Grade
• Existing Civil Servants
• Conflict of Interest
• Location and Flexible Working
• Fixed Term Contracts
• Internal Fraud Database - Internal Fraud Register
• Appeals and Complaints
• Conflict of Interest

Security Clearance Requirements

National Office: BPSS

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