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Personas

Explore Personas inspired by real operational delivery professionals and discover how different experiences, opportunities, and aspirations can shape a rewarding career across government. Where could a career in operational delivery take you?

Introduction

Every career journey is different.

The Operational Delivery Profession is made up of people with different backgrounds, experiences, and ambitions. Some join the Civil Service at the start of their career, while others bring skills and experience from a wide range of professions and industries.

Watch the video below to meet a selection of Personas inspired by real experiences and discover the many pathways, opportunities, and careers that make up the Operational Delivery Profession.

Now explore the Personas below to discover how people develop new skills, gain experience, seize opportunities, and build rewarding careers across government. There is no single path through the profession, but each journey highlights the impact, variety, and potential that operational delivery can offer.

Personas

The Operational Delivery Profession offers a wide range of career opportunities, and no two journeys are the same. We have developed eight Personas, which showcase different pathways through the profession, from developing specialist expertise to leading teams and organisations.

Explore each Persona to discover how careers can evolve across operational delivery and gain insight into the skills, experiences, and opportunities available at different stages of a career.

If you're unfamiliar with Civil Service grades, take a look at the grade information below before exploring the Personas to help you understand how roles and responsibilities can develop throughout the profession.

How grades work

Sam's Journey

Background

Sam is applying for an Executive Officer (EO) Team Leader role within HMRC based in Leeds.

Overview:

Sam is a new entrant to the Civil Service and Operational Delivery Profession, who could be of any age.

Progression
  1. EO
  2. HEO
  3. SEO
Sam's Journey

Mo's Journey

Background

Mo joins the Operational Delivery Profession (ODP) from the Project Delivery Profession within the Civil Service, bringing strong transferable skills and valuable experience from another profession.

Overview:

Mo is a new entrant to the ODP, starting as an Administrative Officer (AO) in Cross Government ODP Business Support Team.

Progression
  1. AO
  2. EO
  3. HEO
  4. SEO
Mo's Journey

Ad's Journey

Background

Ad’s journey to applying for a Grade 7 role within HMRC in Business Management and Operational Support, following partial completion of the ODP Fast Stream programme and subsequent progression within DWP and HMRC.

Overview:

Ad began their Civil Service career in DWP on the Operational Delivery Fast Stream, working in placements in Business Management and Operational Support and operational leadership roles. Midway through the scheme, Ad chose to leave the Fast Stream to secure a permanent position, progressing rapidly through SEO to Grade 7 within HMRC. Ad now seeks to consolidate senior leadership experience and influence strategic operational decision-making.

Progression
  1. HEO
  2. SEO
  3. G7
Ad's Journey

Charlie's Journey

Background

Charlie began their Civil Service career in HMRC and has progressed through a range of operational delivery roles across multiple government departments. Charlie brings extensive experience in frontline service delivery, compliance, and team leadership, underpinned by a strong commitment to customer support, inclusion, and continuous improvement.

Overview:

Charlie started as an Administrative Assistant (AA) and has built a career spanning business management support, frontline casework, compliance enforcement, and operational leadership. Their career includes both progression and lateral moves, allowing Charlie to broaden experience while developing deep expertise in operational delivery.

Progression
  1. AA
  2. AO
  3. EO
Charlie's Journey

Bec's Journey

Background

Bec has a varied career spanning the private sector and multiple Civil Service departments. After working in the private sector for a number of years, Bec joins the Health and Safety Executive (HSE) as EO Regulatory Compliance Officer then left the Civil Service for a role within the private sector. They later join the Department for Work and Pensions (DWP) as HEO Investigations Operational Leader and then left again to start a family, become a stay-at-home parent and study remotely to complete a Level 7 qualification. Following this, Bec impressively joins the Food Standards Agency (FSA) as a Grade 7 Operational Investigations Lead based in Nottingham.

Overview:

Bec is a new entrant to the Civil Service and Operational Delivery Profession and could be at different life stages. Bec has a background and experience as a trades person and some experience of conducting assessments to comply with Health and Safety legislation.

Progression
  1. EO
  2. HEO
  3. G7
Bec's Journey

Ash's Journey

Background

Ash joins the Civil Service after university, through the Operational Delivery Fast Stream, bringing a strong academic foundation, enthusiasm for public service, and early leadership potential.

Overview:

Ash begins their Civil Service career in the Ministry of Defence (MoD). With a keen interest in business management and operational support, Ash is motivated by the opportunity to develop leadership capability, work across departments, and make a meaningful impact at pace.

Progression
  1. HEO
  2. SEO
  3. G7
Ash's Journey

Bailey's Journey

Background

Bailey joins the Civil Service after several years in the private sector, alongside completing an MSc in Digital Business Management. Bailey’s career progresses through senior digital leadership roles, with progression to a Senior Civil Service (SCS) position leading digital transformation.

Overview:

Bailey is a new entrant to the Civil Service and the Operational Delivery Profession (ODP) and represents a career pathway that can be entered at different life stages. With a strong background in digital business and service delivery, Bailey brings private-sector digital expertise and a strategic mindset into government operations.

Progression
  1. G7
  2. G6
  3. SCS1
Bailey's Journey

Ali's Journey

Background

Ali is an experienced professional who joined the Civil Service after building a strong early career in the finance sector. Ali’s career spans multiple government departments and agencies, progressing through operational management roles to Senior Civil Service (SCS) leadership.

Overview:

With over 15 years of leadership and management experience across finance and operational delivery, Ali brings strong capability in financial management, risk, programme delivery, and organisational development. Ali’s journey reflects adaptability, continuous learning, and a sustained commitment to public service.

Progression
  1. HEO
  2. SEO
  3. G7
  4. G6
  5. SCS1
Ali's Journey

Grades

Initial

Grade

Description

AA/AO

Administrative officer/Administrative assistant

AAs and AOs are entry-level roles in government departments, mainly providing administrative support or operational tasks. Responsibilities vary by department and require little experience.

EO

Executive officer

EOs are junior managers supporting teams under HEOs and SEOs. They rarely manage staff but may handle complex tasks or casework.

HEO

Higher Executive Officer

HEOs are middle management roles, often acting as team leaders, project managers, or specialists. They are responsible for delivering services, supporting policy development, and managing people or projects within their area.

SEO

Senior Executive Officer

SEOs are experienced managers or technical specialists who lead teams and projects. They play a key role in delivering services, managing stakeholders, shaping policy, and providing leadership across operational and professional areas.

G7

Grade 7

G7s are senior managers with significant expertise in their business area or profession. They lead teams, oversee complex work, provide expert advice, and are accountable for delivering strategic objectives.

G6

Grade 6

G6s are very senior leaders responsible for major programmes, services, or change initiatives. They provide strategic direction, make high-level decisions, and are accountable for significant areas of delivery.

SCS

Senior Civil Servant

SCS roles represent the most senior levels of Civil Service leadership, including Deputy Directors, Directors, Directors General, and Permanent Secretaries. They lead large organisations, shape strategy, manage significant budgets, and work closely with ministers to deliver public services.

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