Head of Service Transition and Business Improvement

Job summary

Imagine the impact you will have as the Head of Transition and Business Improvement at Companies House, directly contributing to innovation, collaboration and reshaping the economic future of the UK by helping to combat economic crime using AI technologies. As Head of Transition and Business Improvement you will lead and mentor a group of technical professionals to revolutionise our services by supporting innovative technologies, oversee incidents and outages ensuing minimal disruption to our live operations and drive the improvement and enhancement of our service capabilities.

Does this sound an exciting opportunity, then are you ready to make this happen…?

Watch this video to find out more about working in Digital at Companies House

Companies House offers a flexible and welcoming culture that promotes a healthy work life balance as well as a proactive approach to wellbeing that allows us to be our best at work. We recognise that people are the key to our success so offer a fantastic benefits package including flexible working with no core hours, 30 days annual leave, 8 bank holidays and 1 privilege day as well as enrolment into the Civil Service Pension scheme with a contribution rate averaging 28%.

Find out more about what a great place Companies House is to work

Job description

As a senior leader within the IT Services division, you will deliver high quality digital services to over 5 million companies registered on our Company Register and ensure 24/7/365 availability with 1 billion user requests per month. Our users are at the heart of everything we do, so it is important to us that you are adaptable in building solid relationships and strive to exceed customer expectations when delivering services.

As Head of Service Transition and Business Improvement you will be:

• Overseeing, and supporting the wellbeing and development of approximately 40 highly skilled technical professionals.
• Ensuring 24/7/365 availability of all our public digital services.
• Understanding our organisational goals to meet our customers’ needs by providing brilliant digital services.
• Delivering end user device strategies.
• Shaping the AI capabilities across our organisation, quickly learning from other experts within the field of emerging technologies.
• Owning the AI Knowledge Hub, developing use cases and identifying reusable technologies to share across services.
• Showcasing security compliance in all that we do.
• The Tech Bar in our Cardiff Office and pop up user support services in Belfast and Edinburgh.
• Configuring, managing and supporting a wide range of business applications, including identity and access control management.
• Delivering Service Request, Incident, Change, Problem, Release & Deployment and Asset & Configuration Management services to ITIL Standards.
• Driving continuous improvement to enhance the services we offer our customers.

In addition, you will also:

• Act as a digital ambassador across government in showcasing the brilliant digital services that Companies House deliver.
• Work collaboratively with other Heads of Profession and develop professional relationships with those external to Companies House.
• Own third-party contracts and manage an annual budget in excess of £6million.
• Be motivated to seek opportunities to generate efficiencies through innovation and leaner ways of working.
• Procure compliant goods and services, ensuring the right resources have been identified for the endurance of our services.
• Collaborate closely with our Commercial colleagues and suppliers to build effective relationships, ensuring licencing provision are fit for now, and our future.

Person specification

We are looking for the following Skills and Experience which will be assessed at sift and interview.

(Please refer to the bullet points in bold below when writing your personal statement)

• Crisis / incident management - High level of personal resilience, remaining calm under pressure with the ability to think and act strategically.
• Inquisitive e.g. discovering and adopting AI solutions with good governance.
• Excellent communication skills, with a history of delivering clear and concise written and verbal communications to executive stakeholders on complex issues.
• High level of personal resilience, remaining calm under pressure with the ability to think and act strategically.
• Proficient use of raw data to inform intelligent problem solving and identify deliverable solutions.
• Familiarity with setting, monitoring and reporting measurable performance objectives.
• Problem solving.
• Service Now and its use across the wider organisation.

Experience

(Please refer to the bullet points in bold below when writing your personal statement)

• Experience in leading operational digital services with capabilities of delivering statutory services.
• Significant experience in building and developing diverse and high performing technical professionals.
• Leading an operational digital service of diverse technical professionals.
• Working within a 24/7/365 technical support environment.
• Budget management and forecasting.
• Data analysis and reporting.
• Contract and Supplier management.
• Microsoft 365 tools and adoption across an organisation.
• Service Now or similar systems and its use across the wider organisation.
• Adoption of ITIL 4.
• ISO27001 Information Security and its adoption, monitoring and value added.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Managing a Quality Service
• Communicating and Influencing
• Changing and Improving
• Working Together

Advert Closes 11th May 2025.