Director of Business Operations

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, joinedup 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.
  
  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