We are seeking an experienced and dynamic Head of IT Service Delivery to lead our service delivery team, ensuring the seamless operation of IT services across the organisation. This is a pivotal role that combines strategic planning with operational management, driving service excellence and continuous improvement.
As a Head of Service Delivery, you’ll thrive on supporting the Chief Digital Information Officer to deliver programmes of strategic significance to the council, ICB and city organisations to deliver services in line with city, council and directorate priorities.
Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.
About you
As a Head of Service Delivery you will:
* Oversee the delivery of IT services, ensuring they are reliable, scalable, and aligned with business goals.
* Lead, mentor, and manage the service delivery team, including service desk, incident management, and service improvement teams.
* Collaborate with third-party suppliers and partners to ensure the delivery of high-quality IT services.
* Drive resolution of critical incidents, minimize disruptions, and implement long-term solutions.
* Develop and implement strategies for service improvement and operational efficiency.
* Ensure all processes align with ITIL best practices, focusing on service level management and governance.
* Act as a liaison between IT and the business, ensuring alignment and effective communication of IT service objectives.
* Manage the IT service delivery budget, ensuring cost-effectiveness and value delivery.
About the role
As our next Head of Service Delivery, you will have a thorough understanding of the issues facing the council within its economic, business, cultural and political environment as this role is integral to our team.
What we offer you
We take pride in offering the best employee experience, with benefits including:
* A competitive salary and annual leave entitlement plus statutory holidays.
* Membership of the West Yorkshire Pension Fund with generous employer contributions.
* Flexible and hybrid working arrangements subject to service requirements.
* A clear career pathway and continuing professional development opportunities.
* A range of staff benefits to help you boost your wellbeing and make your money go further.
How to apply
Please upload your CV and complete a personal statement of no more than 500 words. Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application.
We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is recognised in Stonewall’s Workplace Equality Index 2024. We are also an Age-friendly Employer, a Mindful Employer and a Disability Confident Leader.
All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.
If you do not have the right to work in the UK, candidates must consider their own eligibility for sponsorship for a particular role through the Skilled Worker route before applying. To be eligible for sponsorship you'll usually need to be paid the 'standard' salary rate of at least £38,700 per year or meet one of the other eligibility criteria. For more information visit Skilled Worker visa on the government website. Please ensure you are eligible before applying.
Job Description
Job purpose
The post holder supports the Chief Digital Information Officer to deliver programmes of strategic significance to the Council, Integrated Care Board (ICB) and city organisations to deliver services in line with City, Council & Directorate priorities. They will take the lead and be responsible for implementing the service plan and drive continuous improvement initiatives through leading and contributing to cross Council projects, collaborative working with partners and supporting Directorate management teams.
Roles at this level support the Chief Officer in setting the purpose and strategic direction and in leading, developing and ensuring the effective delivery of service, directorate, and corporate priorities, which contribute to the achievement of the Council’s vision and strategic outcomes. This involves leading the planning, organising, and commissioning the delivery of services to and on behalf of the organisation and all partners and stakeholders in the medium to long term. Roles at this level are also accountable for the delivery of council statutory functions relative to the specific service.
People in these roles have a proficiency in a specialised field or a broad understanding of relationships between different functions and services. They can select, develop and assess the suitability of ways of working; and will have highly developed skills in persuading, influencing, developing and motivating people and establishing effective partnerships to achieve service objectives.
As part of a directorate/service leadership team; roles at this level live and model values and behaviours to help the council to achieve the ambition to become the best city council in the country.
They will take lead and be responsible for the development and delivery of:
Act as the IDS Service Lead for the effective implementation of the following ITIL version 4 processes:
* Change Enablement
* Deployment Management
* Knowledge Management
* Monitoring and Event Management
* Release Management
* Service Configuration Management
* Service Desk
* Service Request Management
* Infrastructure Design and Strategy responsibilities including GP IT
* Strategy for Devices as a Service
* Strategy, design, delivery, and operation of all MS Office applications
* Capacity Planning including NHS GPs
* The safe change implementation to any environments Cloud or on Premises
Responsibilities
* Take the lead and be responsible for implementing the service plan and drive continuous improvement initiatives through leading and contributing to cross Council projects, collaborative working with partners and supporting Directorate management teams.
* Support the delivery of programmes of strategic significance to the Council to deliver services in line with Council & Directorate priorities.
* Responsible for driving a programme that delivers the Council’s ambitions, in terms of time, budget, quality, quantity and that fits with the Council’s wider strategic goals and values.
* To be the senior officer responsible for driving an improvement programme for the delivery and adoption of ITIL version 4 best practice framework to deliver the Council and City digital ambitions, in terms of time, budget, quality and quantity, and that fits with the Council and City’s wider strategic goals and values.
* To bring together and provide leadership to the wider internal disciplines essential to the success of the service, including (but not limited to) support from finance, legal and procurement.
* Experience of working with senior management to shape and influence the delivery of the council’s strategic priorities at a City, Directorate and Service level ensuring people issues are kept at the forefront.
* To ensure effective service delivery through effective governance, project, budget and risk management.
* Evidence of developing and driving a culture which puts customers first and where everyone can realise their potential and ‘feels they count’.
* To build confidence with senior officers, elected members and partners, ensuring that they are appropriately briefed and involved in relation to any service issues and that information is available and accessible to senior stakeholders.
* Demonstrate knowledge of legislation, regulations, policies, inspections and performance information applicable to the relevant strategic functions e.g., child protection, health, safety and security, confidentiality and data protection. Promoting compliance with Leeds City Council policies and procedures.
* In line with the Budget Management Accountability Framework to be responsible and accountable for developing appropriate, proportionate, and effective financial solutions to be implemented across the service.
* Manage, promote, and deliver positive solutions to achieving diversity and inclusion in all aspects of service delivery, focusing on equality of outcome.
* Management of a number of substantial budgets within assigned service area through effective delegation and shared decision-making demonstrating sound financial scenario planning and a cost-conscious approach to the development of business cases to support service transformation. You have a thorough understanding of the issues facing the Council within its economic, business, cultural and political environment. Plans are in place to ensure that there is an efficient and sustainable use of resources, employees are effectively employed, and budgets are maximised.
* The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate to the grade.
Qualifications
Appropriate professional qualification or equivalent substantial knowledge gained through significant managerial experience across the service area.
Working Context
Post holders will work flexibly both at home and at various locations across the city and region. All colleagues should work in line with our hybrid working principles and spend regular time in the workplace to support service delivery, meeting the needs of the team and the requirements of their individual role. The hours are worked mainly Monday to Friday. However, the post holder will be expected to work outside normal working hours, including attendance at evening/weekend meetings or events if required to meet the needs of the service.
Essential requirements
The candidate should be able to demonstrate the following criteria. Candidates will only be shortlisted if they can demonstrate that they meet all the essential requirements.
* Ability to demonstrate a comprehensive understanding of enterprise level information technology and its deployment and adoption in the organisation.
* Able to demonstrate ability to act as a change enabler to drive adoption of digital across an organisation.
* Able to demonstrate examples of managing services, implementing change, and achieving quality transformational outcomes.
* Demonstrate knowledge of applicable legislation, regulations, policies, inspections and performance information and relevant strategic functions e.g., health, safety and security, confidentiality, and data protection.
* Detailed knowledge and understanding of economic strategy and policy, understanding of local government political systems and experience of working on politically sensitive issues.
* Substantial senior leadership and management experience relevant to the area of service delivery.
* Experience of working with senior management to shape and influence the delivery of strategic priorities at a City, Directorate and Service level ensuring people issues are kept at the forefront.
* Substantial experience in building credible and effective collaborative relationships with internal and external stakeholders including Directors, elected members, Trade Unions, colleagues, and partner organisations.
* Evidence of significant experience and commitment in relation to the engagement of relevant citizens, customers and stakeholders in decision making processes.
* Significant experience of developing productive working relationships with Council Members, trade unions and Corporate Leadership Team which commands respect trust and confidence.
Behavioural & other Characteristics required.
* Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon.
* Be aware of promote and comply with Leeds City Council policies and procedures e.g., health, safety and security, confidentiality, and data protection.
* Be aware of and support difference ensuring equality for all working in an anti-discriminatory manner, upholding, and promoting the behaviours, values and standards of Leeds City Council.
* Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, ensuring compliance with relevant policies and procedures.
* Able to understand and observe Leeds City Council equality and diversity.
* Carry out all duties having regard to an employee’s responsibility under Health and Safety.
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