About us
At Wiltshire Police, our purpose is simple, to keep Wiltshire safe.
Digital, data and technology are increasingly fundamental to how we achieve that. Behind every officer, every member of staff and every interaction with our communities are services that need to be reliable, secure, usable and continually improving.
We are transforming our DDaT function from a traditional ICT organisation into a modern, user-centred DDaT capability.
And we are looking for someone who wants to help us build it.
This is not an opportunity to inherit a finished organisation and simply keep it running. It is an opportunity to shape how service ownership works across Wiltshire Police and help create a DDaT organisation that others will want to work with.
About our DDaT Services team
We believe great services start with understanding the problem, the people who use them and the outcomes we are trying to achieve.
That means moving away from thinking about technology, projects and systems in isolation and instead looking at the **whole service** — from the user's experience and operational need, through technology and data, to support, performance, risk, suppliers and continuous improvement.
We are changing how we work:
- From projects to products and services.
- From technology-led decisions to user and operational outcomes.
- From ownership by committee to clear accountability.
- From doing things because we have always done them to continually improving.
We are embracing cloud, automation, AI, data and digital innovation. But technology is only part of the transformation.
People create transformation. Technology enables it. People sustain it.
We want people to join us who are ambitious about what DDaT can become, who are prepared to challenge constructively and who care about building the capability and culture that will make the change last.
About the role
As Head of Services & Delivery, you will be accountable for the end-to-end health, performance, value and continuous improvement of Wiltshire Police's DDaT services.
You will make sure every service has a clear purpose, clear ownership and a clear understanding of the people it serves.
You will bring together service management, product, delivery, technology, data, suppliers and operational colleagues to understand what is happening across the whole service — and what needs to change.
You will ask the questions that good Service Owners should ask:
- Who are our users?
- What do they need?
- How well is the service performing?
- What is getting in the way?
- What risks are we carrying?
- What does it cost?
- What should we improve, stop or change?
- And most importantly, is the service delivering the outcome we need?
You will work closely with the CDIO and wider DDaT leadership team to establish a consistent approach to service ownership across the organisation.
You will also help create the conditions in which our teams can do their best work — giving them clarity of purpose, the right priorities and the confidence to take ownership.
This is a role for someone who enjoys solving problems, connecting people and disciplines, making sense of complexity and turning it into meaningful action.
What you will be doing
- Establish and lead a strong service ownership model across DDaT, with clear accountability for service performance, outcomes, risk, cost and continuous improvement.
- Own the end-to-end service lifecycle — from understanding user and operational needs, through development and transition, to live operation, improvement and eventual retirement.
- Build a clear understanding of our services, their users, technology, data, suppliers, dependencies, risks and costs.
- Work with multidisciplinary teams to create service roadmaps that connect organisational strategy to measurable outcomes.
- Make sure services are designed around real user and operational needs rather than simply the capabilities of the technology.
- Lead prioritisation across services, balancing user value, operational impact, resilience, security, risk, affordability and available capacity.
- Bring together product, delivery, service management, architecture, data and technology perspectives to make better decisions about services.
- Establish meaningful measures of service health and performance and use evidence to drive improvement.
- Provide senior leaders with clear, honest and transparent insight into what is working, what isn't, what needs attention and where investment will make the greatest difference.
- Ensure services remain secure, resilient, supportable and sustainable while we continue to transform the underlying technology and ways of working.
- Challenge unnecessary complexity, duplication and technical or organisational debt and identify opportunities to simplify, automate, reuse and improve.
- Build strong relationships with operational policing, users, suppliers and partners, ensuring DDaT remains connected to the people and outcomes it exists to support.
- Ensure change is properly introduced into live services, with operational readiness, support, training, resilience and user experience considered from the beginning.
- Develop the service, product and delivery professions within DDaT, building confidence, capability, professional standards and clear career pathways.
- Help establish communities of practice and a culture where people share learning, challenge each other and continuously improve.
- Be an active member of the DDaT leadership team, contributing to the wider transformation of the organisation rather than operating within a single professional silo.
About you and your experience
We are looking for someone who sees service ownership as much more than service management.
You will understand that a great service is the combination of people, process, technology, data and user experience, and that improving one part without understanding the whole can simply move the problem somewhere else.
You might have come from a service management, product, delivery, digital transformation or technology leadership background. We are more interested in your ability to think end-to-end and lead through complexity than the particular route you have taken to get here.
You will:
- Have significant senior experience of owning, leading or transforming complex digital, data or technology services.
- Understand modern DDaT ways of working, including service ownership, product management, multidisciplinary teams, agile delivery and continuous improvement.
- Be able to move between strategic thinking and practical delivery, turning ambiguity and complexity into clear priorities and action.
- Put users and outcomes at the heart of decisions.
- Be comfortable balancing competing priorities, including operational resilience, security, risk, affordability, user need and long-term value.
- Use evidence and data to make decisions rather than hierarchy or opinion.
- Have the confidence to challenge established thinking while bringing people with you.
- Be open and transparent, particularly when things are difficult.
- Build trust quickly and create strong relationships across professional and organisational boundaries.
- Be passionate about developing people and creating an environment where teams feel trusted, supported and accountable.
- Understand that transformation is not something done *to* people. You will know how to involve people, build confidence and create the capability needed to sustain change.
- Be curious about new technology, including AI and automation, but focused on the problem and value rather than technology for its own sake.
Qualifications
You will hold:
- A recognised delivery or programme management qualification, such as PRINCE2, MSP or AgilePM.
- A relevant degree, or equivalent senior professional experience, in digital, data, technology, service management or delivery leadership.
Why join us?
Because this is your chance to build something.
Wiltshire Police is at an important point in its DDaT transformation. We have an opportunity to rethink how services are owned, how teams work together and how DDaT delivers value to policing.
You will have the opportunity to:
- Shape and establish our approach to service ownership.
- Help transform a traditional ICT function into a modern DDaT organisation.
- Build confidence and capability across service, product and delivery professions.
- Work directly with senior leaders and frontline colleagues to solve real problems.
- Shape how emerging technologies such as AI, automation, cloud and data are used to improve services.
- Challenge the status quo and have the support to try new approaches.
- Build an organisation where people are trusted to do great work.
- Make a tangible difference to the people who protect and serve our communities.
If you are someone who believes ownership should mean more than accountability on an organisational chart, who enjoys bringing people together around a shared outcome and who wants to help build a genuinely modern DDaT organisation, we would like to hear from you.
*Come and help us build the services, teams and culture that will define the future of DDaT at Wiltshire Police.
What we offer
- Excellent career development opportunities
- Professional development and training
- 25 days annual leave plus bank holidays, rising to 30 days
- Hybrid working (3 days in the office)
- Flexi hours scheme
- Free On-Site Gym membership
- Physical and mental well-being support
- Generous Pension scheme
Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance.
Depending on the number of applications received, we reserve the right to close this role early.
We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.
If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
In line with the recruitment process, this vacancy is open to applications from eligible internal candidates, police officers and external applicants, as applicable
