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This job has expired

IT Service Design & Improvement Lead

Birmingham City Council
Closing date
19 Jun 2024

Job Details


Grade 6 - £49,498 - £61,269

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

Job Overview

Are you passionate about Service Design and Continual Service Improvement?

Birmingham City Council Digital and Technology Services is offering an exciting position as an IT Service Design and Improvement Lead. 

As our IT Service Design and Improvement Lead; you'll be at the forefront of defining, documenting, and leading the adoption of a service strategy that aligns with the business and digital, data, and technology strategies and be responsible for producing quality, secure, and resilient service designs for new or improved products and services including the production and maintenance of all service design documentation.

What we are about

We are currently transitioning towards a more streamlined and agile approach to delivery, which is an exciting time for our team. Placing our users at the forefront of our delivery process is crucial to creating products and services that effectively address real-life problems. We collaborate across multiple disciplines to co-create, design, and deliver services that positively impact the lives of Birmingham citizens.

The Digital and Technology Services Service Design and Improvement Team is committed to fostering an inclusive and diverse environment that prioritizes the well-being and balance of all team members. We aim to support our team by empowering them, offering coaching, and providing development opportunities, so they can reach their full potential

What you will do

  • Collaborate with the Head of Technology Practice – Customer Experience to define, document, and lead the adoption of a service strategy aligned with business and digital strategies, ensuring quality, secure, and resilient service designs for new or improved products and services, including all related documentation.
  • Negotiate Service Level Agreements, ensure IT Service Management processes, Operational Level Agreements, and Underpinning Contracts meet service level targets, measure service provider performance, and monitor/report on service levels.
  • Manage continual improvements to IT Service Management processes and services, design enhancements to increase efficiency, adoption, effectiveness, and cost-effectiveness, and maintain an accurate and up-to-date Service Catalogue.

As an IT Service Design & Improvement Lead you will:

  • Manage service design and continual improvement activities for IT service management, providing consultation, governance, and control for programs and projects creating or modifying services.
  • Ensure the effective design and performance of new or modified services, establishing SLAs, IT Service Management processes, OLAs, and Underpinning Contracts to meet business needs and deliver OKRs and KPIs.
  • Lead integrated, sequenced continual service improvements within agile or traditional delivery cycles, engaging stakeholders to balance change impact and readiness, ensuring delivery of business objectives.
  • Support the design of complex product and service improvements with budgets over £5m, resolve service design issues, manage risks, dependencies, budgets, and ensure accountability for service and operational readiness.
  • Integrate the service design and improvement process with broader digital, data, and technology processes and governance; provide standardised SLA reports, analysis, dashboards, and updates to stakeholders.
  • Facilitate service design and improvement meetings, including readiness reviews; address risks and issues, ensuring ownership and mitigation plans by the program/project.
  • Maintain and control service design criteria, driving integration of new and changed products and services into operations processes.
  • Monitor SLAs to ensure business needs and contractual obligations are met, using insights for continual service improvement.
  • Manage relationships with delivery functions, third-party providers, and service delivery partners to resolve service design and improvement issues before project closure.
  • Ensure service support teams and users are trained to support or use new or changed products and services.
  • Manage supplier and service provider relationships to ensure continual service improvement and design optimisation, meeting business needs.
  • Contribute to improving the service transition process and drive continual service improvement within Service Management.
  • Define, document, and enforce procedures/processes, maintain information on service designs, and uphold support and security policies.
  • Be a role model for organisational values, fostering a high-trust, inclusive environment where teams and individuals thrive.

We will support you with 

  • An environment that values curiosity, autonomy and working in the open 
  • An engaged and supportive leadership with a clear vision 
  • Training and development opportunities to help you progress and be the best you can be 
  • An inclusive workplace committed to reflecting the public we serve 
  • A benefit package designed to promote a great work life balance 
  • Exposure to all digital and technology teams and services areas across the council

About us

This is an exciting time to be joining Birmingham City Council’s Digital and Technology Services Department. We are Europe’s largest local authority, and with unprecedented investment in people and digital, a solid strategy, empowering leadership and a newly redesigned service to get behind, we are building digital services centred on the needs of our citizens, business and communities that will deliver on Birmingham’s bold ambitions for the city of today and tomorrow.

We are a multidisciplinary team at the heart of transforming public services for the UK’s second largest city. We create, develop, deliver and operate an exceptionally diverse range of services that have a direct impact on improving the lives of 1.2m residents every day.

We are embracing and promoting a truly digital, human centred approach for the whole organisation, underpinned by collaboration, openness and innovation. We take advantage of unparalleled access to data, doing things at scale and using technology creatively to re-imagine the way services are delivered and build the digital council of the future

You must upload a CV and  Supporting Statement via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your CV and Supporting Statement, your application will not be considered. 

We encourage applications from people of all backgrounds and aim to have a workforce that represents the communities we serve. Our data tells us that for this level of role, ethnic minorities are underrepresented and therefore we will use positive action to support us to achieve diverse shortlists. This may mean that recruitment times are a little longer, but we think this is worth it to achieve our aim.

Please contact  for further information

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

We welcome applications from people with caring responsibilities and flexible working options will be considered.

A Disclosure and Barring Service (DBS) check may be undertaken

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Job Description and Person Specification: IT Service Design and Improvement Lead Gr6 JDPS.docx


Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city.

We welcome people from diverse and underrepresented communities and encourage applications from, those with caring responsibilities, Black, Asian and Minority Ethnic, neurodivergent, disabled and LGBT+ people. As part of our commitment to equality, diversity and inclusion, we are committed to promoting and supporting the physical and mental health of all our staff and removing barriers to improve inclusion.   We are making significant strides to understand and continuously improve our employees’ experience and we are committed to implementing progressive diversity talent management.

Information for applicants with a disability

We are a proud Disability Confident Employer.  We encourage applicants to disclose disabilities, so we can support them fully during our recruitment process and make any necessary reasonable adjustments. Please contact: 0121 675 7070 option 3 (lines open between 8.45am to 5.15pm Monday to Friday).

If you require an application in an alternative format, such as Braille or you are unable to complete an application form via WMJOBS, please contact When you have completed your application form this can be returned to or for Braille applications these can be posted to, Recruitment Team, 2nd Floor, 10 Woodcock Street, B7 4BG.

The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence. 

There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:

  • A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
  • An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
  • A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
  • A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
  • A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.

We see the Council’s role as providing strategic leadership – that’s being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making.

We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision.  We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.

Birmingham City Council is a Foundation Living wage employer - known as the Birmingham Living Wage. The Birmingham Living Wage, is determined by the Living Wage Foundation on an annual basis by the Centre of Research in Society Polity at Loughborough University. The current rate can be found at:   

For the awards and support for our employees, please follow  

Company info
0121 675 7070
Birmingham City Council
West Midlands
B2 2XU

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