Wakefield Council
Service Director Technology, Digital and Customer Services
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About the Company
Wakefield Council is delivering ambitious plans for the district while continuing to transform how services are designed and delivered. Technology, digital and customer services are central to achieving those ambitions, enabling better outcomes for residents, more efficient services and effective use of public resources.
About the Role
We are seeking an exceptional leader to join our Senior Leadership Team as Service Director: Technology, Digital and Customer Services. This is a pivotal corporate leadership role, responsible for a broad portfolio that sits at the heart of the organisation. From customer access and digital services to technology infrastructure, cyber security, information governance and business intelligence, you will play a critical role in shaping how the Council delivers services, supports its workforce and responds to the changing needs of residents and communities.
Responsibilities
- Lead the development and delivery of the Council's Technology and Digital Transformation Strategy.
- Ensure technology, digital services and data capabilities support corporate priorities and service improvement.
- Provide strategic advice to senior leaders and elected Members on technology, digital and customer service matters.
- Promote innovation, continuous improvement and organisational transformation.
- Lead technology infrastructure, digital platforms and technology operations across the Council.
- Ensure services are reliable, secure, resilient and fit for the future.
- Drive optimisation of the Council's technology estate, maximising value from existing systems and investments.
- Lead the delivery of technology-enabled service improvements across the organisation.
- Lead customer service delivery and access channels across the Council.
- Improve customer experience through effective use of technology, digital solutions and service design.
- Ensure residents can access services in ways that are accessible, responsive and customer focused.
- Strengthen the Council's use of data, business intelligence and insight.
- Promote evidence-based decision making and organisational performance.
- Improve data governance, quality and accessibility across the organisation.
- Act as the Council's Senior Information Risk Owner (SIRO).
- Lead arrangements for cyber security, information governance and information assurance.
- Ensure organisational resilience, risk management and compliance with statutory and regulatory requirements.
- Maintain robust arrangements for business continuity and information security.
- Lead and develop high-performing, customer-focused teams.
- Build effective relationships with internal services, elected Members, partners and suppliers.
- Represent the Council locally, regionally and nationally as required.
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Qualifications
You will bring substantial senior leadership experience across technology, digital and customer services within a complex organisation. You will have a proven track record of leading large-scale operational services and delivering transformation that improves organisational performance and customer outcomes.
Required Skills
- Significant experience of senior leadership in technology, digital, customer services or related functions.
- A strong track record of leading organisational change and service improvement.
- Experience of developing and implementing technology and digital strategies that support organisational priorities.
- The ability to optimise technology investments and maximise value from systems, data and digital capabilities.
- A strong understanding of cyber security, information governance, organisational resilience and risk management.
- Experience of using data, insight and performance information to support effective decision making.
- Strong commercial, financial and resource management skills.
- Excellent communication, influencing and relationship-building skills.
- Experience of working successfully with senior leaders, elected Members, partners and external stakeholders.
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Preferred Skills
Most importantly, you will bring the judgement, credibility and leadership required to lead a service that sits at the heart of how the Council operates and delivers for residents.
Pay range and compensation package
- Competitive salary of £106,878
- Generous annual leave entitlement starting at 31 days
- Membership of the Local Government Pension Scheme
- Flexible and hybrid working arrangements
- Family-friendly policies and leave provisions
- Extensive learning and development opportunities
- Relocation support (subject to terms and conditions)
- Subsidised public transport and city centre parking
- Employee Assistance Programme through Spectrum Life
Equal Opportunity Statement
Wakefield is a dynamic and diverse district of more than 350,000 residents, combining vibrant urban centres, market towns and rural communities. With a proud heritage of innovation and a strong vision for the future, Wakefield continues to invest in its people, places and services.
If you would like a confidential conversation, please reach out to Leah Makey - Snr HRBP - Leahmakey@wakefield.gov.uk
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