Head of Live Digital Services & Operations

Wiltshire Police; Devizes; On-site; GBP 77,000 - 94,000; Full time

Benefits offered by this job

Hybrid working (3 days in the office)

Gym membership (on-site)

Well-being support

Professional development and training

Job summary

Wiltshire Police is seeking a Head of Service Management & Operations to lead the delivery and continual improvement of live digital, data and technology services. You will champion service excellence, drive ITIL-based practices, and ensure operations are secure, resilient and high performing for frontline policing.

You will build high-performing teams within the ICT department, manage major incidents, optimise supplier performance and shape the future of digital policing across Wiltshire Police.

Qualifications

• Significant experience leading Service Management and Operations within a complex technology environment.
• Experienced in delivering excellent user experiences and continually improving digital services.
• ITIL 4 Managing Professional and ITIL 4 Strategic Leader certifications.

Responsibilities

• Lead the strategy, performance and continual improvement of all live digital, data and technology services across the organisation.
• Act as the senior authority for ITIL-based service management, embedding best practice across Incident, Problem, Change, Release and Service Transition.
• Drive service excellence across Service Desk, End User Computing, Application Operations and supporting operational teams.
• Lead major incident management and service recovery activities, protecting operational policing and minimising service disruption.
• Ensure new and changed services are operationally ready, supportable and successfully transitioned into live service.
• Use service insight, performance data and user feedback to drive continual service improvement and better outcomes for users.
• Lead supplier operational performance, driving innovation, optimisation and value from strategic partners.
• Develop high-performing service management and operations teams, building capability, resilience and a culture of continuous improvement.

Skills

Service Management

Operational Leadership

ITIL 4 Managing Professional

ITIL 4 Strategic Leader

User experience

Tools

ITSM tools

Job description

Wiltshire Police is seeking a Head of Service Management & Operations to lead the delivery and continual improvement of live digital, data and technology services. You will champion service excellence, drive ITIL-based practices, and ensure operations are secure, resilient and high performing for frontline policing.

You will build high-performing teams within the ICT department, manage major incidents, optimise supplier performance and shape the future of digital policing across Wiltshire Police.