Head of Service Management WCC623508

Job Details:

Salary range: £79,005 - £109,833 per annum
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP 
Hours per week: 36
Contract type: Permanent
Vetting requirements: Enhanced DBS Check  
Closing date: 23 March 2026
Interview date: 14 and 15 April 2026

About Us:

THE EXTRAORDINARY STORY OF 809 CONNECTED BUSINESSES

Digital and Innovation in Westminster City Council is a world of extraordinary stories, where creative and enterprising people put local residents and businesses first.

Today, Westminster is the most connected borough in London. But, when David joined us in the mid-2010s, small businesses were still struggling to get connected to fibre. Without gigabit-capable broadband, some companies even resorted to biking memory sticks around the city, simply to share files with clients.

Although still in a junior role, David took the initiative and successfully made the business case for £2.8 million of European funding to support connectivity for small businesses across Westminster. Feedback from businesses has been overwhelmingly positive as the project has enhanced their communications with clients. The new connectivity allows them to make video calls and work remotely. As the pandemic hit and many more people needed to work from home, it became clear just how vital this investment had been.  

Fast-forward a few years. Westminster is leading the way for connectivity, as a result of the project businesses are thriving, and David is heading up the council’s Product and Design team, continuously committed to improving the experience of Westminster’s communities. 

The Role:

As the Head of IT Service Management, you too can make a powerful contribution. You’ll balance strategic leadership with operational delivery, ensuring IT services meet evolving business needs while maintaining stability and compliance. You will champion a proactive, data-led approach to service delivery, ensuring staff have the right tools and technology to work effectively.

You’ll be responsible for the digital employee experience in the organisation. Delivering a proactive, intelligence-led IT service to ensure that all staff have the right tools, systems, and support to work productively, efficiently and collaboratively. With HR and our staff networks, you’ll ensure that we have fit-for-purpose accessibility technology to support staff.

Working with other teams will be key. In collaboration with the Cyber Security Team, you’ll play a key role in the organisational response to any cyber security incident and ensure that there’s continuity. You’ll also foster partnerships that contribute to innovation, cost-effectiveness, and high service standards. Alongside this, you’ll support periodic audits and compliance reviews to ensure that resilience is embedded across services.

Plus, you’ll work with the Chief Technology and Data Officer and Delivery team to support the successful transition of new digital services, projects and products into live environments. Accountable for ensuring that all technology and data assets transitioned into live are secure and protected.

Service management will fall under your remit. You’ll define, develop, and manage a comprehensive and integrated IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets.

You’ll lead the way on AI adoption across teams. Raising awareness on how to use it to increase employee productivity, efficiency and service delivery.

We’d like you to be proactive in establishing standards and performance, through metrics like objectives and key performance indicators. You will also evaluate vendor and supplier performance.

As a team leader, you’ll build a diverse team, where learning and innovation are encouraged. You’ll ensure that your team has what they need to be effective, guiding them through changes. And you’ll directly line manage five people.

As an active member of the Data and Technology leadership team, you’ll deputise for the Chief Data and Technology officer as necessary. Regularly, you’ll brief Cabinet Members and senior leaders on progress, ensuring they have the information they need. You’ll drive positive transformation across our organisation. And you’ll follow where your curiosity takes you on IT, bringing your best ideas to our Council.

Please refer to the Job Description for more information.

About You:

To be a success in this significant leadership role, you should have well developed experience of leading and developing large, high-performing technology/IT service teams. You’ll be comfortable working in a fast-paced, dynamic and changing environment. You’re able to manage enterprise infrastructure and end-user systems at scale, optimising them for security, accessibility and efficiency. Plus, you’ve worked with a diverse range of suppliers, including commercial and open-source vendors.

Committed to improving the employee experience through collaboration and technology, and capable of leading and delivering successful organisational and cultural change programmes, you’ll be a strategic and analytical thinker. An excellent technical understanding will be key. With your strong leadership skills, you’ll inspire and guide your team towards our organisational goals. While your excellent interpersonal abilities will allow you to cultivate and maintain positive and successful relationships with a wide range of stakeholders, including external partners.

Educated to degree level or with equivalent hands-on experience, you should have plenty of expertise in financial management, including budgeting, forecasting and analysis. A problem-solver, you’ll be able to identify issues, develop solutions and overcome challenges.

A champion the principles of diversity, equity and inclusion, you’ll be ready to foster an environment where a wide variety of perspectives are welcomed and integrated into decision-making processes. Plus, you’ll encourage continuous improvement by seeking feedback, learning from experiences, and implementing changes to enhance your teams’ performance.

Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

The Council is committed to achieving diverse shortlists to support our desire to increase the number of staff from underrepresented groups in our workforce. We especially encourage applications from a Global Majority (GM), people who are Black, Asian, Brown, dual-heritage, indigenous to the global south, and or have been racialised as 'ethnic minorities' (formally known as B.A.M.E , Black, Asian and multiple ethnic) background and, while the role is open to all applicants,  we will utilise the positive action provisions of the Equality Act 2010 to appoint a candidate from a global majority background where there is a choice between two candidates of equal merit. If you are from a Global Majority background you can self-declare this to the hiring manager as part of our positive action commitments.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

What We Offer:

Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit  https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

The Council is a Disability Confident Employer. If you have declared a disability in your application , we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.