Service Line Owner – Create

Can you lead a complex digital service, taking end-to-end accountability for its performance, quality and outcomes?

Do you have experience developing service strategies and delivering change that achieves measurable benefits and organisational priorities?

Have you successfully influenced senior stakeholders, managed governance and risk, and built consensus to deliver results?

If so, we’d love to hear from you!

Shape services. Drive outcomes. Lead transformation. Take end-to-end ownership of a critical digital service line, shaping strategy, driving innovation and delivering high-quality digital solutions that create lasting value across the Department for Transport.

This is an exciting time to join the Digital, Information and Security Directorate within the Department for Transport as we restructure our directorate to ensure we are ready for future challenges, building a more sustainable, skilled and in-house capability.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at Department for Transport Central - Department for Transport Careers and within the Government Digital and Data Profession.

As a Service Line Owner, you’ll take end-to-end responsibility for a critical portfolio of digital services within the Create Service Line. You'll play a leading role in shaping how digital solutions are designed, delivered and continually improved, ensuring services meet user needs while supporting organisational and policy objectives.

As the accountable leader for service performance, quality and outcomes, you'll define the strategic direction for the service line, establish clear success measures and drive continuous improvement. You'll balance user needs, business priorities and policy requirements to ensure investment delivers maximum value and measurable benefits.

Working closely with senior stakeholders across the organisation, you'll influence decision-making, build consensus and provide clear governance, assurance and risk management. You'll also ensure appropriate funding is secured and managed effectively to support the successful delivery of priorities.

Leading high-performing teams, you'll create an inclusive and collaborative environment where people can thrive, innovate and deliver their best work. This is an exciting opportunity to shape digital strategy, drive transformational change and make a lasting impact across the Department for Transport.

Your responsibilities will include, but aren’t limited to:

• Defining success and quality measures for the service, driving continuous improvement towards these measures.
• Informing and influencing stakeholders, getting consensus that enables work to progress.
• Ensuring the delivery of change that realises the outcomes and benefits of your service.
• Ensuring a strategy is in place that delivers the intended vision, outcomes and benefits.
• Prioritising areas of development, balancing user needs, business requirements, and policy.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

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)

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

The selection process for this role will be:

Stage 1: Sift of CV and personal statement

Stage 2: Interview

You must be successful at each stage to progress to the next stage.

Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

Experience – you will be asked to provide a CV (unlimited wordcount) and personal statement (1000 word count). Please provide evidence of your Experience of the following:

• Managing a range of third-party organisations and monitoring delivery against robust statement of work.
• End-to-end ownership of a customer service complex service, accountable for quality, performance and outcomes.
• Leading change and continuous improvement to realise benefits and outcomes.
• Setting and delivering a clear service strategy aligned to organisational priorities.

The sift will take place on Wednesday 9th September 2026.

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

• Behaviours – Communicating and Influencing, Delivering at Pace, Leadership Managing a Quality Service, Working Together
• Technical – Applying user-centred insights, Governance and assurance, Life cycle management, Stakeholder relationship management
• Experience

You will also be required to create and deliver a presentation. Guidance will be provided if you are invited to interview.

The interviews will take place on Tuesday 22nd September 2026.

This interview will be conducted online via Microsoft Teams. Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site.

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

Further information on the selection process

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for.

During your application, you should indicate which location(s) you wish to be considered for and, if successful, you will be placed on an individual list of candidates for each location. Candidates will be held on that list and drawn from it in merit order. We advise you to carefully consider which locations you wish to be considered for. If you decline an offer for a location you have expressed a preference in or have expressed an interest in more than one location and accept an offer, you will be withdrawn from any lists you may be held on. We may also offer candidates a location that they have not expressed a preference for where we have the requirement to do so but this will again be done on the basis of your place in the overall merit order and, in this event, you will not be removed from the list if you decline.

Appointments for this position will be made in order of merit. If you are successful in the selection process but there are no further available posts for the advertised role, you may be contacted to discuss an offer for a lower graded role (with similar experience and responsibility requirements).

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you are experiencing accessibility problems with any attachments on this advert or the information on our website, please contact the email address in the 'Contact point for applicants' section.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

If you are unsuccessful in the selection process, your application may be considered for a lower graded position if your demonstrated skills and experience meet the requirements of the alternative position. Candidates will be considered in order of merit.

If your application is successful but you have been dismissed from the Civil Service, your application could be removed at the pre-employment checking stage depending on the nature of the dismissal.

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.

All external applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

• Hate speech or discriminatory behaviour
• Threats or acts of violence
• Illegal activity or substance misuse
• Sexually explicit material
• Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public. Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle - it’s about checking for potential red flags that might affect the role or company culture. If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.

For further information on National Security Vetting please visit the Demystifying Vetting website.

Feedback

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