Head of Service Development

Position:
Head of Service Development
Hours: Full-time (35 hours a week)
Contract: Permanent
Location: Office-based in London, with flexibility to work remotely
Salary: £65,118 per annum, plus excellent benefits
Salary Band and Job Family: Band 4

This charity makes sure people living with MS are at the centre of everything they do. And it’s this commitment that unites them across the UK.

Their strategy is based on what people affected by MS have told them is important to them. It gives the organisation a clear and determined focus.

Their work is based on the hopes and aspirations of the MS community. Together they campaign at all levels, fund ground‑breaking research and provide award‑winning support and information.

This organisation's people are their greatest asset and the key to their success. They offer a vibrant, progressive working environment where you'll be able to make a difference.

This year, the organisation embarked on introducing a bold, exciting new operating model and structure to improve their services and support to help everyone affected by MS.

The charity is making it easier for people who use their services to find and connect to the support they need. And they are looking at ways to make their support more accessible and personalised to meet people’s individual needs, no matter where they are on their MS journey.

They are creating services that are flexible so that, when someone’s circumstance changes, they will change too. As demand for their services grows, the organisation will always be ready to support everyone who needs their help.

The new structure and new ways of working will bring all of these services together under one delivery model launching next year. The organisation is creating a new virtual support hub to bring together everything their community needs to manage their MS or support and care for someone living with MS.

The Services Development team is responsible for: UK-wide service development and experience design, community development.

• leading the development and continuous improvement of the organisation's UK‑wide and community‑based services, ensuring they are inclusive, accessible, and aligned with organisational strategy. And also working alongside the Digital Services Product Manager on all of the digital services.
• overseeing the full-service development lifecycle, using evidence to drive continuous improvement and ensuring that lived experience is embedded into design.
• ensuring that the new or improved services are operationally viable. Supporting the organisation's Fundraising to ensure that new services are funded.
• Developing and managing a service development roadmap.
• With the Director of Service Development, acting as an organisational lead for coproduction / lived experience. Driving best practice and upskilling in coproduction and lived experience involvement and participation across the organisation.

• significant experience of leading coproduction and service experience design, and ability to support others to deliver these activities.
• ability to lead organisational discussions and be an authoritative champion based on subject expertise (for coproduction, service development and innovation).
• experience of effectively implementing change and improvement across an organisation, and ability to drive continuous improvement across a department.
• experience of leading service development and managing the service lifecycle (including horizon scanning, research, coproduction, piloting and using monitoring and evaluation data to make improvements), ideally in a health or third sector setting.
• substantial experience of people management, in a team of similar size or complexity. Demonstrable ability to lead, manage and support others to deliver high-quality results.
• Proven experience in policy implementation, compliance and risk governance (and with an understanding of Safeguarding and demonstratable experience implementing Safeguarding policies).

Closing date for applications: 9:00 on Monday 2nd February 2026

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