Head of Service Management and 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

Head of Service Management and Operations

Role type Police Staff

Permanent

Contract type Full Time

Department ICT

Location Devizes

Grade/scale Including a market supplement, the salary for this role is up to £85,773pa

DSE use (for a substantial part of work)

30/09/2026, 17:00

About us

At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whetheryou’rejust starting your career or looking to advance, Wiltshire Policeoffersa range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe.

About our DDaT Services team

At Wiltshire Police,we'retransforming policing through Digital, Data and Technology. We recognise thatDDaTis no longer simply an enabler of policing; it is a strategic capability at the heart of how we protect communities, empower ourworkforceand deliver better public services. As we evolve from a traditional ICT function into a modern, user-centredDDaTorganisation,we'reembracing cloud technologies, automation, AI,dataand digital innovation to create smarter, moreconnectedand resilient services. Join us at the start of an ambitious transformation, where you'll have the opportunity to shape the future of digital policing, work with emerging technologies, influence meaningful change and build a rewarding career that makes a real difference to our organisation and the communities we serve.

About the role

As Head of Service Management & Operations, you will lead the delivery and continual improvement of WiltshirePolice’slive digital,dataand technology services, ensuring they are resilient, secure, high-performing and trusted by those who rely on them. Working at the heart of ourDDaTleadership team, you will champion service excellence, drive innovation in service management practices and create consistently better experiences for officers,staffand service users. This is a unique opportunity to shape how technology supports frontline policing, build high-performing operational teams, andestablishWiltshire Police as a leader in modern digital service management.

• 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 disciplines.
• 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.

About you and your experience

• Significant experience leading Service Management and Operations functions within a complex technology environment.
• Passionate about delivering excellent user experiences and continually improving digital services.
• Experienced in leading operational teams, managing service performance and balancing resilience, risk and service quality.
• ITIL 4 Managing Professional certified.
• ITIL 4 Strategic Leader certified.

What we offer

• Professional development and training
• 25 days annual leave plus bank holidays, rising to 30 days
• Hybrid working (3 days in the office)
• Free On-Site Gym membership
• Physical and mental well-being support

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance.

Depending on the number of applications received, we reserve the right to close this role early.

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.

If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

In line with the recruitment process, this vacancy is now to applications from eligible internal candidates,policeofficers and external applicants, as applicable