Head of Service

To ensure Scotty’s delivers high-quality, consistent, and scalable support to those affected by military-connected bereavement, by leading all aspects of service delivery.

You’ll own the structure, systems, standards, and team needed to deliver support across all four Family Programmes (SMILES, SUPPORT, STRIDES, and the planned START programme) and help ensure our support reaches the growing number of families who need us.

52,000 to 56,000 (dependent on experience)

37.5 hours per week. Remote. Applicants must be located within 2 hours travelling distance of Cambridge City.

CEO

The Charity and Our Vision.

For over 15 years, Scotty's Little Soldiers has been supporting children and young people who have been bereaved of a parent who served in the British Armed Forces. We are about to embark on an exciting journey which will see the charity evolve to support anyone affected by a military-connected bereavement and ultimately empower a community of more than 25,000 bereaved individuals and their families by 2035.

Founded in 2010 by Nikki Scott following the death of her husband, Corporal Lee Scott, the charity currently offers a unique blend of emotional, practical, and educational support to over 750 young people.

We are proud of our vibrant, non-traditional culture, which puts the needs of bereaved children and young people at the heart of everything we do. We embrace innovative approaches, are committed to creating smiles and believe in the power of community, resilience, and connection.

Role Mission.

To ensure Scotty’s delivers high-quality, consistent, and scalable support to those affected by military-connected bereavement, by leading all aspects of service delivery.

You’ll own the structure, systems, standards, and team needed to deliver support across all four Family Programmes (SMILES, SUPPORT, STRIDES, and the planned START programme) and help ensure our support reaches the growing number of families who need us.

The key responsibilities of this role are:

Overall accountability for the service provided to the bereaved military community.

Leading, and working closely with, the Head of each delivery Programme to ensure all activities are impactful and meeting the needs of our community.

Mapping and maintaining the full beneficiary journey across all programmes and cohorts (CYP and adult).

Developing our first adult focused services and building them in line with the charity’s long-term vision to be supporting more than 25k bereaved people by 2035.

Being the link between our service delivery and both internal and external technology partners to ensure our systems match, and meet the needs of, our processes.

Alongside our Operations Team, lead the scoping of a full future CRM (Salesforce) rebuild and related beneficiary tech interfaces such as websites, future app development etc.

Oversee the design of a 2026 ‘light’ CRM phase to support individual adult service delivery.

Ensure that lived experience remains at the heart of our services.

Accountability for Safeguarding within the organisation.

Support Programme Leads (e.g. Heads of START, SMILES, SUPPORT), providing direction and support as well as ensuring clarity of ownership and goals.

Create a strong, empowering culture within the service (Families) team, aligned with The Scotty’s Way and shared leadership philosophy.

Work with our Head of People to oversee service recruitment and onboarding.

Quality, Measurement & Improvement

Define and embed service-level Success Measures (KPIs) across all activities ensuring we know what success looks like for all our activities.

Collaborate with the Head of Research & Impact to ensure data collection is usable and meaningful.

External Partnerships & Collaborations

Proactively develop senior-level partnerships with other military and bereavement charities, Armed Forces support organisations, and relevant service providers and stakeholders.

Explore and propose strategic collaborations where they strengthen the support we offer to families.

Ensure the new START (single point of contact) Programme becomes an active network-builder in the space.

Represent Scotty’s externally at events,…