Head of Service Management
| Posting date: | 04 July 2025 |
|---|---|
| Salary: | £73,194 to £82,293 per year |
| Hours: | Full time |
| Closing date: | 28 July 2025 |
| Location: | Newcastle Upon Tyne, Tyne & Wear |
| Remote working: | Hybrid - work remotely up to 1 day per week |
| Company: | Northumbria Police |
| Job type: | Permanent |
| Job reference: | JRN 30575 |
Summary
Salary: Band 13, £73,194 - £82,293
Location: Agile, Forth Banks Police Station and homeworking
Hours/Contract: Full time, permanent
The role
Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Digital Department as a Head of Service Management.
Reporting directly to the Chief Technology Officer (CTO) and serving as a key member of the Digital Policing Senior Management team, the Head of Service Management is entrusted with the oversight of the delivery and management of digital services across the Force.
The Head of Service Management will lead a team of IT professionals, overseeing all aspects of Service Design and Transition, and spearheading continuous improvement initiatives to enhance service quality and operational effectiveness. Furthermore, this role places a strong emphasis on risk management, audit, and compliance to uphold the integrity and security of IT services.
This role is pivotal to the continuous enhancement of digital policing and the services it provides to the Force. It encompasses comprehensive oversight across the entire value chain, ensuring robust governance and seamless integration across planning, design, build, and operational functions. The role mandates the establishment and maintenance of effective policies and procedures, the meticulous recording of operational and delivery metrics, and the timely fulfilment of customer commitments to the highest quality standards.
What you’ll do
• Structure all Digital services within a Service Catalogue defining ownership, accountability, service users, technical components, commercial elements, and SLAs, supported by service recovery and disaster recovery plans.
• Develop and implement IT service management strategies aligned with the Force's goals, collaborating with senior leadership to integrate IT service management principles.
• Oversee IT service delivery to meet Force needs and comply with SLAs, identifying and delivering process improvements and best practices.• Ensure IT services comply with regulations and standards, including data protection and cybersecurity, by conducting risk assessments and implementing controls.
• Oversee audit processes to ensure compliance with legal, regulatory, and internal policies, addressing findings promptly and maintaining documentation for transparency and accountability.
What you’ll bring
• The ideal candidate will have excellent technical, analytical, and project management skills, proven experience in leading IT service management (preferably in policing or public sector), degree-level education or equivalent experience, strong understanding of ITIL and other service/quality management frameworks, knowledge of digital transformation techniques, and proven experience in service catalogue management.
• You will have demonstrable experience in influencing and stakeholder management, the ability to persuade effectively at various organisational levels, a good understanding of IT service delivery and project management, and experience in partnership working.
• Ability to see the strategic landscape, exploit opportunities for technology and the wider organisation, and manage enterprise risk.
• Evidence of creativity and innovation, excellent leadership, communication, and interpersonal skills, line management experience with fixed and dynamic teams, and experience with budgeting and license management.
• Strong communication and presentation skills, ability to adapt materials to resonate with multiple stakeholders, and influence senior stakeholders to gain buy-in and adoption of service management principles and their value.
We know it's important for you to feel that you're not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.
Interested to learn more? For further information about the role please contact Paul Mclauchlin, Chief Technology Officer by email at paul.mclauchlin@northumbria.police.uk
Location: Agile, Forth Banks Police Station and homeworking
Hours/Contract: Full time, permanent
The role
Here at Northumbria Police, we think our region is amazing! It takes a great deal of people from different backgrounds, with diverse skills and experience to serve our force area effectively, think you have what it takes to help us make a difference? This could be the perfect time for you to join us in our Digital Department as a Head of Service Management.
Reporting directly to the Chief Technology Officer (CTO) and serving as a key member of the Digital Policing Senior Management team, the Head of Service Management is entrusted with the oversight of the delivery and management of digital services across the Force.
The Head of Service Management will lead a team of IT professionals, overseeing all aspects of Service Design and Transition, and spearheading continuous improvement initiatives to enhance service quality and operational effectiveness. Furthermore, this role places a strong emphasis on risk management, audit, and compliance to uphold the integrity and security of IT services.
This role is pivotal to the continuous enhancement of digital policing and the services it provides to the Force. It encompasses comprehensive oversight across the entire value chain, ensuring robust governance and seamless integration across planning, design, build, and operational functions. The role mandates the establishment and maintenance of effective policies and procedures, the meticulous recording of operational and delivery metrics, and the timely fulfilment of customer commitments to the highest quality standards.
What you’ll do
• Structure all Digital services within a Service Catalogue defining ownership, accountability, service users, technical components, commercial elements, and SLAs, supported by service recovery and disaster recovery plans.
• Develop and implement IT service management strategies aligned with the Force's goals, collaborating with senior leadership to integrate IT service management principles.
• Oversee IT service delivery to meet Force needs and comply with SLAs, identifying and delivering process improvements and best practices.• Ensure IT services comply with regulations and standards, including data protection and cybersecurity, by conducting risk assessments and implementing controls.
• Oversee audit processes to ensure compliance with legal, regulatory, and internal policies, addressing findings promptly and maintaining documentation for transparency and accountability.
What you’ll bring
• The ideal candidate will have excellent technical, analytical, and project management skills, proven experience in leading IT service management (preferably in policing or public sector), degree-level education or equivalent experience, strong understanding of ITIL and other service/quality management frameworks, knowledge of digital transformation techniques, and proven experience in service catalogue management.
• You will have demonstrable experience in influencing and stakeholder management, the ability to persuade effectively at various organisational levels, a good understanding of IT service delivery and project management, and experience in partnership working.
• Ability to see the strategic landscape, exploit opportunities for technology and the wider organisation, and manage enterprise risk.
• Evidence of creativity and innovation, excellent leadership, communication, and interpersonal skills, line management experience with fixed and dynamic teams, and experience with budgeting and license management.
• Strong communication and presentation skills, ability to adapt materials to resonate with multiple stakeholders, and influence senior stakeholders to gain buy-in and adoption of service management principles and their value.
We know it's important for you to feel that you're not only part of a great team, but part of a community. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
Harnessing these differences creates a productive environment in which everyone feels valued, and their talents are fully utilised. Appointments are based on merit alone.
Interested to learn more? For further information about the role please contact Paul Mclauchlin, Chief Technology Officer by email at paul.mclauchlin@northumbria.police.uk
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About Disability Confident
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