Service Modernisation Manager - Business Support

Posted on 21 May 2026

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21 June 2026
Housing
Department is a required field
£53,172 - £57,402 per annum
Fixed term
36

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Service Modernisation Manager - Business Support

About the role
Bring the grip. Drive delivery. Make transformation happen.

Hillingdon Council is seeking a high-calibre Service Modernisation Manager (Business Support) to play a pivotal role within our Housing Needs & Homelessness transformation programme.

This is a critical role at the centre of a major service modernisation programme, driving governance, performance and delivery across complex workstreams spanning MTFS, service transformation, procurement, strategy and policy.

You will bring pace, structure and accountability to a high-profile programme, ensuring delivery remains on track and outcomes are achieved.

As we continue reshaping housing services, strengthening governance and driving performance improvement, this is an opportunity to influence at scale and help deliver meaningful, system-wide change.

You will lead the programme management and governance function, ensuring effective delivery across all workstreams within the Housing Needs & Homelessness modernisation programme.

Key responsibilities include:
- Leading governance, reporting and programme coordination across multiple transformation workstreams
- Maintaining oversight of delivery across MTFS, service modernisation, procurement and strategy activity
- Building and embedding a high-performing governance and business support function
- Ensuring clear visibility of milestones, risks, dependencies and programme performance
- Coordinating reporting, KPIs and performance management frameworks
- Holding stakeholders to account for delivery against agreed actions and timelines
- Challenging underperformance and driving corrective action where required
- Producing high-quality reports, data analysis and programme updates for senior leadership
- Supporting delivery of transformation outcomes and MTFS savings at pace
- Maintaining strong operational grip across complex, multi-workstream activity
This is a fast-paced role requiring resilience, confidence and a strong focus on delivery and accountability.

Why This Role Matters

This role exists to ensure the programme delivers in practice.

You will:
- Stop drift and maintain momentum
- Drive delivery across complex programmes and stakeholders
- Ensure commitments are delivered and closed
- Bring pace, discipline and transparency to transformation activity
- Strengthen governance and accountability across the system
About You

We are looking for someone who thrives within high-pressure, delivery-focused environments and is confident operating across complex programmes and senior stakeholder groups.

You will bring:
- Strong experience in programme management, governance or business support
- Experience managing performance frameworks, KPIs and reporting processes
- Confidence working with data, programme reporting and delivery metrics
- The ability to influence, challenge and escalate appropriately at senior level
- Experience driving delivery across multiple stakeholders and workstreams
- Strong organisational, communication and problem-solving skills
- A track record of maintaining operational grip and delivering results under pressure
We want people who:
- Take ownership and drive outcomes
- Are confident challenging upwards when required
- Bring pace, discipline and attention to detail
- Focus on delivery, not just reporting
What You Can Expect
- A career-defining role at the centre of a major transformation programme
- Direct exposure to senior leadership and strategic decision-making
- The opportunity to make a visible impact on MTFS delivery and service reform
- A fast-paced, high-performing working environment
- Strong development and progression opportunities
Why Hillingdon

Hillingdon is a stable, ambitious council investing in transformation, leadership and modernisation to improve services and deliver better outcomes for residents.

If you are ready to bring grip, challenge delivery and make a real impact, we would love to hear from you.

For an informal discussion, please contact: [email protected]
About You
About us
We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.

Here’s a comprehensive overview of the fantastic benefits we provide:
- Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
- 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
- Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
- Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
- Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
- Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
- Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
- Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
- Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
- Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
Equity, Diversity and Inclusion Statement

At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.

The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.

Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.

Recruitment Information

Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.

Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre-employment screening:
- Basic DBS Check
- 2 years of Referencing
Please note: Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.