Head of Service Management and Operations

About us  

At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whether you’re just starting your career or looking to advance, Wiltshire Police offers a range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe. 

About our DDaT Services team 

At Wiltshire Police, we're transforming policing through Digital, Data and Technology. We recognise that DDaT is no longer simply an enabler of policing; it is a strategic capability at the heart of how we protect communities, empower our workforce and deliver better public services. As we evolve from a traditional ICT function into a modern, user-centred DDaT organisation, we're embracing cloud technologies, automation, AI, data and digital innovation to create smarter, more connected and resilient services. Join us at the start of an ambitious transformation, where you'll have the opportunity to shape the future of digital policing, work with emerging technologies, influence meaningful change and build a rewarding career that makes a real difference to our organisation and the communities we serve. 

About the role 

As Head of Service Management & Operations, you will lead the delivery and continual improvement of Wiltshire Police’s live digital, data and technology services, ensuring they are resilient, secure, high-performing and trusted by those who rely on them. Working at the heart of our DDaT leadership team, you will champion service excellence, drive innovation in service management practices and create consistently better experiences for officers, staff and service users. This is a unique opportunity to shape how technology supports frontline policing, build high-performing operational teams, and establish Wiltshire Police as a leader in modern digital service management. 

What you will be doing  

• Lead the strategy, performance and continual improvement of all live digital, data and technology services across the organisation. 
• Act as the senior authority for ITIL-based service management, embedding best practice across Incident, Problem, Change, Release and Service Transition disciplines. 
• Drive service excellence across Service Desk, End User Computing, Application Operations and supporting operational teams. 
• Lead major incident management and service recovery activities, protecting operational policing and minimising service disruption. 
• Ensure new and changed services are operationally ready, supportable and successfully transitioned into live service. 
• Use service insight, performance data and user feedback to drive continual service improvement and better outcomes for users. 
• Lead supplier operational performance, driving innovation, optimisation and value from strategic partners.
• Develop high-performing service management and operations teams, building capability, resilience and a culture of continuous improvement. 

About you and your experience  

• Significant experience leading Service Management and Operations functions within a complex technology environment. 
• Passionate about delivering excellent user experiences and continually improving digital services. 
• Experienced in leading operational teams, managing service performance and balancing resilience, risk and service quality. 
• ITIL 4 Foundation certified. 
• ITIL 4 Managing Professional certified. 
• ITIL 4 Strategic Leader certified. 
• Relevant degree qualification, or equivalent senior professional experience. 

What we offer 

• Excellent career development opportunities 
• Professional development and training
• 25 days annual leave plus bank holidays, rising to 30 days
• Hybrid working (3 days in the office)
• Flexi hours scheme
• Free On-Site Gym membership
• Physical and mental well-being support
• Generous Pension scheme 

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance. 

Depending on the number of applications received, we reserve the right to close this role early. 

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.  

 If there are any adjustments we could make to the recruitment and selection process to support you, please let us know. 

In line with the recruitment process, this vacancy is now to applications from eligible internal candidates, police officers and external applicants, as applicable