Head of Technology Service Operations

Discipline: IT

Sector: Local Government

Location: Essex

Type: Permanent

Date posted: 09/02/2022

Start: ASAP

Duration: Permanent

Salary: Up to £92,718 per annum


We are delighted to be working with Essex County Council on the recruitment of a vital senior position within their Technology directorate, Head of Technology Service Operations. Essex is a great county, with vibrant urban centres, international ports and airports, universities and world class firms, alongside beautiful rural countryside and the longest coastline in England. They are passionate about better lives for people in Essex and this is fantastic opportunity to play a key role in the shaping of their digital transformation.

The Role

Technology Services is responsible for shaping and delivering all IT services for Essex County Council (ECC), ensuring that all planned and future investment in technology maximises the opportunities to support the council to achieve its strategic objectives by making best use of modern and innovative technology solutions.

This role will be responsible for ensuring the successful operational delivery of the IT service, whether provided internally or via our partner organisations, ensuring that service levels are met, leading the response to IT incidents and changes, ensuring contractual service expectations are clear and that technology solutions support the delivery of business requirements.

The Opportunity

This role will be part of the Technology Services Leadership team, reporting to the Technology Services Director, with a focus on ensuring successful operational delivery of all IT services to our 8,000+ users.

You will use your IT operations acumen and experience to embed best practice and drive continuous improvements to our current technology delivery evidencing high quality, consistent outcomes, and a positive user experience. You will demonstrate excellent leadership qualities and expertise in driving innovation and continuous improvement in IT operations.

This role will set the direction, tone and approach for the technology service operations teams underpinned by clear service standards, performance measures and focus on end user experiences.


  • You will use professional expertise to develop and translate functional strategies, goals and plans into Technology Services that prioritises resources, complies with relevant legislation and statutory requirements and manages a level of appropriate risk. You will ensure that the customer experience is at the heart of what we do.
  • You will identify opportunities, using evidence-based insight for the improvement within Technology Services, managing the changes so the highest possible levels of service quality are continually delivered.
  • You will be accountable for effective operational management for all new technology solutions to ensure implementation and service requirements meet timelines and standards as expected
  • You will implement commercial and innovative solutions to emerging and complex issues that meet the needs of Technology Services customers and deliver the best possible outcomes within agreed resources.
  • You will translate system leadership thinking (typically annual plans) to your area of work to deliver the political objectives and priorities of the council and which will ensure that all risks are actively managed.
  • You will act as Technology Services designated MIM to run all major incidents.
  • You will work collaboratively across the council, thinking commercially to support the delivery of best possible outcomes for our customers on a financially sustainable basis.
  • You will contribute to the Technical Services Strategy, with specific focus on IT operations people, processes and systems, service standards, operational compliance, and performance dashboards.
  • You will be responsible as a subject matter expert for ensuring all operational SLAs and KPIs are adhered to and successfully delivered, holding suppliers accountable for all service failures.
  • You will be accountable for leading and motivating operations teams, including out of hours service, to ensure agreed deliverables are met within timelines and costs and to required corporate standards for performance management

The Experience You Will Bring

  • Educated to degree level or equivalent by experience with qualifications relevant to the leadership of technology operations.
  • Proven evidence of continuing professional development and expert knowledge in relevant to technology operations.
  • Demonstrates knowledge of the technologies used to operate effective technology operations in traditional and modern and developing technology landscapes.
  • Significant experience in implementing solutions to deliver value for money services in a relevant service/functional area.
  • Technical leadership experience that includes evidence of effective budget, planning and resource management within required timescales.
  • Proven communication skills with an ability to influence and motivate teams and partners.
  • Proven track record of making professional recommendations that impact on council performance in the short to medium term.
  • Experience of creating and proactively leading change initiatives in a complex environment to deliver operational excellence.

To apply please send your updated CV or contact Emily Farrow direct to discuss further.

Essex County Council is proud to offer an excellent benefits package to all its employees.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service.  The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate.  This is an annual subscription and you will be responsible for ensuring this is maintained.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

Register Interest

33 King Street, St. James’s,
London, SW1Y 6RJ

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