Digital Services Manager

Welwyn Hatfield Borough Council; Welwyn Garden City; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Hybrid working

28 days annual leave + bank holidays

Meaningful projects

Learning and development

My Rewards – Careers

Great location near London

Job summary

Welwyn Hatfield Borough Council is seeking a Digital Services Manager to lead the delivery of digital services across council teams. You’ll oversee discovery, design, build, launch and ongoing improvement, using Agile and user‑centred methods to meet resident needs and accessibility standards.

The role includes hybrid working, opportunities for development through a learning and development programme, and a chance to influence services used daily by residents.

Qualifications

• Extensive experience delivering digital services and products.
• Hands-on experience with digital or low-code platforms.
• Strong understanding of user experience and accessibility.
• Process improvement experience and solid project management skills.
• The ability to influence people and drive change.

Responsibilities

• Lead the delivery of digital services from discovery to launch and continuous improvement.
• Work with services across the council to understand user needs using Agile and user-centred design; ensure accessibility and value for money.

Skills

Digital service delivery

Low-code platforms

User experience

Accessibility

Project management

Change management

Tools

Agile

GOV.UK Service Manual

Job description

Lead the digital services our residents use every day.

For thousands of residents, our website is the front door to the services they rely on, from paying council tax to applying for housing support. We want that front door to be simple, accessible and built around the people who use it, and we’re looking for a Digital Services Manager to lead the way.

About us

Welwyn Hatfield is home to a historic garden city, a thriving university town and diverse, vibrant communities. Our Transformation Strategy puts digital at the heart of how we work, so you’ll have senior backing, real influence and the chance to see the difference your work makes. We’re guided by our CORE values: Collaborative, Open, Responsible and Excellent.

About the role

Reporting to the Assistant Director – ICT & Digital, you’ll be the council’s lead expert on digital services. You’ll lead on the delivery of digital services, from discovery and design through to build, launch and continuous improvement. You’ll work with services across the council to understand user needs, use Agile and user‑centred design in line with the GOV.UK Service Manual, make sure everything we build is accessible, and manage suppliers to deliver quality and value for money.

What you’ll bring

• Extensive experience of delivering digital services and products
• Hands‑on experience with digital or low‑code platforms
• A strong understanding of great user experience and accessibility
• Process improvement experience and solid project management skills
• The ability to influence people, bring them with you through change and switch between strategy and detail

• Local Government Pension Scheme: a defined benefit pension with a generous employer contribution
• Hybrid working: with flexible working hours for a genuine work‑life balance attending the office at least 1 day a week. This will be more frequent during your training period.
• Time off: 28 days’ annual leave plus bank holidays, rising with service
• Meaningful projects: varied work that makes a visible difference to residents
• Development: learning and development programme
• Fantastic benefits: My Rewards – Careers
• Great location: around 30 minutes by train from London King’s Cross

Ready to make a difference?

Remote assessment: 26 November 2026

Face to face interviews: 2/3 December 2026

The post will require occasional out of hours working evenings and weekends when service needs demands this.

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential in this post.

Please note we do not offer sponsorship for employment in the UK.

We are changing:

Welwyn Hatfield Borough Council (WHBC) is undergoing Local Government Reorganisation (LGR). If you are employed by WHBC on 1 April 2028, it is expected that the majority of roles will transfer to the newly‑created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes in local government we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better.

To find out more, visit Devolution and Local Government Reorganisation – Welwyn Hatfield Borough Council