IT Service Design & Improvement Lead in Birmingham

This is an opportunity to lead service design and continuous improvement activity across a complex digital and technology environment. Birmingham City Council is looking for an IT Service Design & Improvement Lead to help shape how digital and technology services are designed, delivered, and continually improved. The postholder will play a key role in shaping service strategy, service design and continual improvement activity across Digital and Technology Services. The role will lead the development of secure, resilient and user-focused services, while supporting the organisation to respond effectively to changing business requirements. As priorities develop, there will be scope for the successful candidate to contribute to the future direction of the role and the wider service.

Birmingham City Council is continuing to strengthen the way it delivers digital and technology services, with an emphasis on service quality, user need, governance and measurable outcomes. This role sits within a service that works across organisational boundaries to design and improve services that support both council operations and outcomes for citizens. The Service Design and Improvement team works collaboratively across Digital and Technology Services and with wider stakeholders to support service development, service readiness and continual improvement. This role offers the opportunity to contribute to that work in a visible and developing area of the organisation.

• Lead service design and continual improvement activity across digital and technology services.
• Shape service strategy, standards, and governance so 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.

The postholder will:

• Provide leadership and oversight for service design, service 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.

We will support you with:

• 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.

• 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 of working effectively across technical and non-technical teams, with the ability to influence stakeholders and build strong professional relationships.
• The ability to operate effectively within a changing environment and to support service development in line with organisational priorities.
• A commitment to continuous improvement, collaboration and public service outcomes.

This is an opportunity to make a significant contribution to the development of digital and technology services within one of the UK’s largest local authorities. The successful candidate will join a service with a clear improvement agenda and will have the opportunity to influence how services develop over time, while building their own experience within a collaborative and supportive environment.

For any informal enquiries please contact: Resourcing@birmingham.gov.uk

Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application. We are dedicated to supporting internal mobility and the development of our people. As such, applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered. We welcome applications from people with caring responsibilities and flexible working options will be considered. 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, before any employment offer can be confirmed.