Location
City of Westminster, 160 Tooley Street, London SE1 2QH

Hours
36 hours per week (Monday to Friday)

Salary
£89,631 per annum

About the Role
This is a rare opportunity to help build something new at one of London’s most ambitious boroughs. Southwark is establishing a brand new Digital and Resident Experience Service, and as Head of Operations, you will be one of the key people shaping it from the ground up. You will build a team, a culture, and a way of working that ensures services run smoothly for residents, communities, and colleagues.

You will join at an exciting time for the council, as we invest in people and technology to better serve more than 300,000 residents across Southwark’s diverse communities. This role offers the chance to build and grow a talented operations team, develop their skills, and give them a real sense of purpose, while working alongside colleagues who care deeply about the impact technology has on everyday lives.

If you are an operations leader who wants to build something new, develop people, and make a genuine impact on the communities we serve, this role is for you.

Key Responsibilities
- Build and lead a multidisciplinary operations team within Southwark’s Digital and Resident Experience, growing capability, developing people, and creating a culture the team is proud to be part of.
- Lead the delivery of technology operations across cloud platforms, networks, infrastructure, and end user computing, ensuring colleagues across the council have reliable tools.
- Lead the council’s IT service delivery functions, including the Service Desk, to provide residents and colleagues with a responsive, high-quality service.
- Maintain and test arrangements for service continuity, disaster recovery, and major incident response to keep services resilient and dependable.
- Own the operational technology budget and lead the performance management of technology suppliers and managed service providers, focusing on the experience of service users.

Experience
- Proven track record of leading and building technology operations within a large, complex organisation, ideally within local government or the public sector.
- Strong working knowledge of ITSM principles and modern technology platforms.
- Demonstrated success in improving service quality and resilience.
- Experience managing significant budgets, supplier relationships, and workforce planning to deliver reliable outcomes.

About You
- A credible and experienced operations leader with a genuine passion for developing people and building inclusive teams.
- Committed to creating a culture where colleagues can do their best work.
- Dedicated to using technology to protect and improve outcomes for residents and communities.
- Motivated to build something new and make a meaningful impact.

Qualifications
Please refer to the detailed job description and person specification for full qualifications and requirements. Candidates will be asked to submit a CV and supporting statement demonstrating how they meet the key criteria.