14455 - Senior Head of Intelligence Client Capability in City of Westminster

The Senior Head of Intelligent Client Capability role is varied, high profile, and central to the effective delivery of HMCTS's contracted services. Its foundation is the leadership of operational contract management and supplier relationships, ensuring that critical services perform effectively and deliver for users. Alongside this core responsibility, the role spans operational delivery, commercial and market insight, and the ability to anticipate and respond to political and justice-related issues. It requires navigating a complex organisation and working closely with partners across the wider justice system.

Key responsibilities

• You will lead the operational contract and supplier management for several critical services to HMCTS and justice partners, including Language Services (interpreting and translation), Court Reporting & Transcription, Intermediaries, and a range of other specialist services.
• Working closely with HMCTS operations colleagues and the commercial function, you will ensure these services deliver for users, resolving issues and driving continuous improvement.
• You will lead strategic engagement with suppliers and key external stakeholders, including senior leaders across industry forums and legal professional groups, ensuring strong relationships, effective performance, and influential communication at the highest levels.
• You will retain oversight of a number of high value contracts, with an annual spend of approximately £50m, working in partnership with senior commercial leads and HMCTS managers.
• You will lead a team of around 20, spanning grades from EO to G7, providing expert input on the most critical contracts and guiding and overseeing the remainder of the portfolio.
• As a key part of the Contracted Services Senior Leadership Team, you will also contribute to the leadership of a wider division of more than 70 colleagues, driving an ambitious agenda to improve contract management capability across HMCTS and supporting frontline teams to maximise the benefits of contracted services.
• Succeeding in this role requires strong commercial acumen, excellent negotiation and influencing skills, and the confidence to hold suppliers and partners to account.
• A typical day may involve chairing a supplier performance meeting, working with Operations colleagues to resolve a service issue, representing the contract management perspective at a project board, or developing approaches for establishing and sourcing new services.
• Your role as the Senior Head of Intelligent Client Capability encompasses several key aspects (but not limited to):

• Lead and develop a team of c.20 staff, fostering a high-performing, inclusive culture, while contributing to the leadership of the wider team of c.70 colleagues.
• Provide strategic and operational oversight of critical contracts and suppliers, ensuring value for money, performance against contractual commitments, and effective management of commercial risks.
• Build and maintain strong relationships with senior stakeholders, both within HMCTS and with external stakeholders, acting as a trusted partner across HMCTS and the wider justice ecosystem.
• Identify and respond to strategic issues and emerging trends within relevant markets and across the justice system, ensuring the organisation is well-positioned to manage change and complexity, and that we have the appropriate contracts with suppliers to respond to these issues.
• Lead on risk management, proactively identifying, assessing and mitigating risks to service delivery, commercial outcomes, and our organisational objectives.
• Work collaboratively with HMCTS, suppliers, and other partners to ensure services are aligned with organisational priorities and consistently deliver for users and customers.
• Contribute to wider corporate leadership, supporting strategic planning, governance, wellbeing, and continuous improvement across the function.

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.