Northumberland County Council is seeking a visionary and strategic leader to shape the future of our Business Operations Centre (BOC). This is a unique opportunity to lead one of the Council's most critical enterprise functions, driving transformation, enhancing service delivery, and enabling exceptional employee and customer experiences across our organisation. As the Director of Business Operations, you will define and deliver the long‑term strategic vision for a centre that supports thousands of colleagues and underpins the effective running of the Council. You will lead a diverse portfolio of enabling services – People & Culture, Finance, Data, Digital & IT, and Central Administration – ensuring they operate with consistency, efficiency, and innovation at their core. About the Business Operations Centre The BOC delivers integrated, high‑volume transactional services that support all directorates across the Council. Its core mission is to:

Standardise and optimise processes for cost‑effectiveness and scalability. Improve service quality and user experience through automation and digital innovation. Ensure robust governance, compliance, and risk management. Provide accurate, timely and reliable data and services. Foster collaboration across enabling functions to deliver seamless, joined‑up solutions.

Strategic Leadership

Define and articulate the BOC's long‑term strategic vision and roadmap. Ensure full alignment with the Council's wider strategic objectives. Shape the organisational design of the BOC to meet evolving needs. Lead and develop BOC function leads, fostering a high performance culture.

Process Optimisation & Service Delivery

Oversee the design, standardisation, and continuous optimisation of all BOC processes. Govern the BOC service delivery model, including SLAs and performance expectations. Embed a culture of continuous improvement and proactive problem solving.

Digital Transformation

Champion the adoption of advanced digital technologies, automation, and AI. Support the development of digital tools and analytics to drive decision‑making. Enhance data integrity, operational efficiency, and user experience.

Performance & Governance

Establish and monitor strategic KPIs across the BOC. Implement robust governance frameworks to ensure security, compliance, and risk management. Anticipate regulatory changes and adapt strategies accordingly.

Financial & Resource Leadership

Contribute to BOC budget planning and management. Ensure effective, efficient and compliant use of resources. Demonstrate strong financial acumen and return on investment.

Stakeholder Engagement

Build strong relationships across the Council and with external partners. Collaborate with enabling functions to support service delivery to directorates. Represent the Council at relevant committees, forums, and strategic discussions.

Qualifications

Level 6 qualification in business administration or equivalent senior professional experience. Significant leadership experience within a large, complex organisation (public sector experience desirable).

Knowledge, Skills & Experience

Extensive senior leadership experience in shared services, large‑scale operations, or transactional processing. Proven track record of delivering major strategic and operational transformations. Deep expertise in process harmonisation, optimisation, and service standardisation. Experience leading digital innovation, including automation and AI. Strong understanding of governance, compliance, and risk frameworks. Advanced skills in analytics, performance management, and data‑driven decision‑making. Excellent influencing, relationship‑building, and strategic communication skills. Strong financial acumen and experience managing significant budgets. A broad understanding of local government services and the environment in which they operate.

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