IT Service Design & Improvement Lead

Lead the design and continuous improvement of digital and technology services at Birmingham City Council.

Birmingham City Council is strengthening the delivery of digital and technology services with an emphasis on service quality, user need, governance and measurable outcomes. This role sits in a cross‑boundary service that supports council operations and citizen outcomes, shaping service strategy, design and continual improvement for a complex environment.

• Lead service design and continual improvement activity across digital and technology services.
• Shape service strategy, standards, and governance so that new and changed services are secure, resilient, and fit for purpose.
• Work with stakeholders, suppliers, and delivery teams to improve service performance, readiness, and value.
• Drive the development of service measures, reporting, and insight to support better decisions and stronger outcomes.
• Maintain and improve the service catalogue, service documentation, and supporting processes as the organisation evolves.
• Provide leadership and oversight for service design, readiness, and continual improvement across a complex environment.
• Ensure new or changed services are supported by clear measures, robust processes, and effective operational handover.
• Use data, insight, and stakeholder feedback to identify improvement opportunities and turn them into practical change.
• Build strong relationships across delivery teams, support functions, and third‑party providers to resolve issues and improve outcomes.
• Support service improvements linked to major programmes, organisational change, and evolving business priorities.
• Champion a high‑trust, inclusive culture and help create an environment where people and services can thrive.

• Substantial experience of IT service design, service management or continual service improvement within a large or complex organisation.
• The ability to balance strategic thinking with practical delivery, translating service issues into clear and workable solutions.
• Experience working effectively across technical and non‑technical teams, influencing stakeholders and building strong professional relationships.
• The ability to operate effectively within a changing environment and support service development in line with organisational priorities.
• A commitment to continuous improvement, collaboration and public service outcomes.

• An environment that values curiosity, autonomy and working in the open.
• An engaged and supportive leadership with a clear vision.
• Training and development opportunities to help you progress and be the best you can be.
• An inclusive workplace committed to reflecting the public we serve.
• A benefit package designed to promote a great work–life balance.
• Exposure to all digital and technology teams and services areas across the council.
• Excellent terms and conditions, generous annual leave, a great pension scheme, well‑being support, annual travel passes and discounts at a number of city centre establishments.

Birmingham City Council is an accredited Disability Confident Leader employer. We are committed to employing, retaining and developing all of our people, ensuring a positive and equitable recruitment journey. Reasonable adjustments, additional support, accessibility needs and other support measures are available upon request.

A Disclosure and Barring Service (DBS) check will be undertaken. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements.