Ministry of Housing, Communities and Local Government
Service Owner
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Bristol, Darlington, Leeds, Manchester, Wolverhampton
Job Summary
We are MHCLG
Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives. Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda.
Local AI is a new team within MHCLG, working with councils to unlock the potential of artificial intelligence (AI) in local public services. We support the responsible adoption of AI across local government, focusing on practical tools that save time, reduce costs and improve services for residents.
Local AI’s goal is not simply to introduce new technology. We work with councils and partners to solve real service challenges where AI can make the biggest difference.
Our work spans product development, service transformation, capability building and shaping the wider adoption of AI across local government. Recent examples include Local Transcribe our work supporting councils to responsibly adopt AI, and looking at how AI can play a role in temporary accommodation.
Joining Local AI offers a rare opportunity to help shape how one of the most significant changes of our time is applied in public services. You will work alongside experts from local and central government, academia and industry to test new ideas, deliver practical solutions and help improve outcomes for millions of people who rely on local services every day.
As a Service Owner, you will provide strategic leadership for one or more AI products and services, ensuring they deliver measurable value for councils and the residents they serve. As the first Service Owner within Local AI, you will play a key role in shaping how live services are managed and scaled, initially leading Local Transcribe and potentially a wider portfolio of products as the programme grows. Working across policy, operations, delivery and technology, you will set direction, build stakeholder confidence and ensure services are sustainable, effective and continuously improving.
Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.
Job Description
A Service Owner is an accountable leader that brings together a multidisciplinary team to ensure delivery of a quality service. They advocate for their service and teams and develop an open and trust-based culture. As a Service Owner you’ll:
- Set direction and provide strong, decisive, and visible leadership in respect of the services you provide and their wider use across the organisation, including delivery of roadmaps
- Deliver services that are focused on delivering for end users whilst balancing the need to operate services securely and adhere to relevant technology & security best practices or requirements
- Be accountable for the end-to-end delivery, quality and usage of your services, iterating and improving the service and the service catalogue based on user feedback
- Encourage the maximum possible take-up of services, ensuring that dependencies such as guidance, support, roles & responsibilities and governance processes and policies that underpin these services are well articulated and published
- Ensure the necessary business processes are followed and participate in the governance of services, including acting as a point of escalation
- Identify and progress opportunities to improve the user experience through user research and making use of automation/process improvement to simplify, template and standardise how your services are operated and consumed
- Own the budget, develop business cases and allocate funding
- Act as the primary point of contact between multidisciplinary teams, business areas and stakeholders, communicating the benefit and performance of the services to stakeholders
- Monitor and report on service performance and deliverables
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A Service Owner Is An Accountable Leader That Brings Together a Multidisciplinary Team To Ensure Delivery Of a Quality Service. They Advocate For Their Service And Teams And Develop An Open And Trust-based Culture. As a Service Owner You’ll
- Set direction and provide strong, decisive, and visible leadership in respect of the services you provide and their wider use across the organisation, including delivery of roadmaps
- Deliver services that are focused on delivering for end users whilst balancing the need to operate services securely and adhere to relevant technology & security best practices or requirements
- Be accountable for the end-to-end delivery, quality and usage of your services, iterating and improving the service and the service catalogue based on user feedback
- Encourage the maximum possible take-up of services, ensuring that dependencies such as guidance, support, roles & responsibilities and governance processes and policies that underpin these services are well articulated and published
- Ensure the necessary business processes are followed and participate in the governance of services, including acting as a point of escalation
- Identify and progress opportunities to improve the user experience through user research and making use of automation/process improvement to simplify, template and standardise how your services are operated and consumed
- Own the budget, develop business cases and allocate funding
- Act as the primary point of contact between multidisciplinary teams, business areas and stakeholders, communicating the benefit and performance of the services to stakeholders
- Monitor and report on service performance and deliverables
Person specification
As a Service Owner, You’ll Have
- Extensive experience in overseeing the development, operation, and continuous improvement of digital services consumed by a variety of user personas
- Experience of leading teams during times of increased expectations such as significant upgrades, service failures and crisis response activities
- Experience of working within high performing teams, delegating decision making to the most effective level, and empowering teams to deliver to the best of their abilities
- An ability to translate complex aims and needs into compelling vision statements and clear and manageable plans, communicating these in an open and transparent way through a variety of channels
- Experience of managing the expectations of stakeholders with conflicting needs and demands, engaging with senior stakeholders, and developing a pipeline of improvement
- Experience of integrating services at both the process and technical level to remove functional silos and deliver an end-to-end service that works seamlessly for users
- Experience of ensuring appropriate measures are in place to deliver valuable outcomes to users and agreed business benefits
- Experience of creating and implementing a successful long-term strategy and tactical approach to delivering user needs and business requirements
Alongside your salary of £72,686, Ministry of Housing, Communities and Local Government contributes £21,057 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
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At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:
- Behaviours
- Experience
Please ensure your CV does not contain any personally identifiable information.
Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.
Stage 1: Sift (CV)
Experience: Your CV will be assessed against the criteria in the job description and person specification.
Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.
In the event that we receive a large number of applications, we may conduct an initial sift using the lead sift question listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.
Lead sift question (Experience): Tell us about a time you were accountable for the success of a digital service. What did you do, and what impact did it have?
Stage 2: Interview
Behaviours: Managing a Quality Service, Leadership, Changing and Improving and Working Together Experience: Experience questions will be based around the essential skills and criteria as listed in the job description.
Sift and Interview Dates
Sifting is envisaged to take place the week commencing 21st September 2026.
Interviews are currently being held remotely via videocall. This could be subject to change.
How We Recruit
Find out everything you need to know before applying here..
- Applying
- Sifting
- Interview
- Interview Results & Feedback
- Reserve List
- Near Miss
- Civil Service Grades
- We are a DCS, RIS & GPTWV employer
- Reasonable Adjustments
Human
How To Apply
What you need to know before applying.
You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.
- Security Clearance Requirements
- Civil Service Nationality Requirements
- Right to Work
- Artificial Intelligence
- Civil Service Code and Recruitment Principles
- CV Declaration
- Sponsorships
- Salary and Grade
- Existing Civil Servants
- Conflict of Interest
- Location and Flexible Working
- Fixed Term Contracts
- Internal Fraud Database - Internal Fraud Register
- Appeals and Complaints
- Conflict of Interest
Security Clearance Requirements
National Office: BPSS
Feedback will only be provided if you attend an interview or assessment.
Successful candidates must undergo a basic (or equivalent) criminal record check.
People working with government assets must complete baseline personnel security standard (opens
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