Service Delivery Lead

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

The Asylum Group is driving the government’s commitment to operate a fair, efficient and transparent asylum system. The key priorities include, operational excellence, ending the use of hotels to house asylum seekers and reducing the number of people supported by the asylum system. The group brings together analytical, data science, policy and operational teams responsible for transforming the asylum system, efficient decision making, operating new and existing accommodation models, asylum support, and excellent Management Information and data modelling.

This role leads the delivery of asylum accommodation contracts, ensuring high-quality service for vulnerable individuals. The post holder will manage provider performance, lead a service delivery team, and oversee contract governance. They will work closely with internal and external stakeholders, including local authorities, health services, and MPs to ensure services meet legal, policy, and customer standards.

This is a high-impact leadership role at the heart of public service delivery. You’ll shape strategy, drive performance, and influence national policy outcomes, making a real difference to people’s lives.

The post-holder will manage service delivery of asylum accommodation contracts in a dynamic and fast-paced environment and be accountable for managing relationships with service providers, working alongside commercial colleagues to manage performance against the contracts. This involves setting direction and leading a Service Delivery team who will carry-out the day-to-day contract management functions and driving performance of their team and respective providers in line with contract Key Performance Indicators (KPIs).

The post-holder will work closely with colleagues in Risk and Assurance to continuously drive improvements across all the contracts, in line with audits by the Immigration Chief Inspector, the National Audit Office and the Home Affairs Committee. They will work to embed customer insight and use management information to drive improvement across the contracts. Ensuring that the contracts deliver for Service Users and stakeholders, with the customer at the heart of what we do.

The post-holder will be expected to build strong relationships and represent HO with internal customers and external public sector stakeholders including Local Authorities, Health and Police as well as OGD and MPs. This will involve, attending and presenting progress updates for internal stakeholders on service delivery and leading communications for the contract to external stakeholders.

Key Responsibilities

• Lead the delivery and performance management of asylum accommodation contracts, holding providers to account using KPIs and contractual levers. Overseeing formal contract governance, including Contract Management Groups and Strategic Review Management Boards, ensuring compliance with Home Office standards.
• Use data insights and dashboards to challenge provider strategies, maximise bedspace utilisation, and drive continuous improvement.
• Collaborate with commercial colleagues to ensure value for money, balancing operational needs with cost efficiency and risk mitigation.
• Build and maintain strategic relationships with internal stakeholders and external partners, including Local Authorities, Health, Police, and MPs.
• Provide regular updates and briefings to senior stakeholders across the Home Office and contracted providers.
• Lead and manage a Service Delivery team, with line management and countersigning responsibilities, including performance reviews and staff development.
• Participate in an out-of-hours on-call rota to ensure continuity of service and rapid response to emerging issues.

Working Pattern

This role is available on a full-time basis. This role is also suitable for part-time working hours, with a minimum requirement to work 5 days / 32 hours per week due to business requirements.

Travel

Occasional travel to other Home Office locations may be required, potentially involving overnights stays.

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