Head of Service Development

Position: Head of Service Development Location: Office-based in London, N4 with flexibility to work remotely Salary: £65,118 per annum plus excellent benefits Closing date: 9am on Friday 7 November 2025

About us

We make sure people living with MS are at the centre of everything we do. And it's this commitment that unites us across the UK.

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

Our work is based on the hopes and aspirations of our MS community. Together we campaign at all levels, fund ground-breaking research and provide award winning support and information.

Our people are our greatest asset and the key to our success. We offer a vibrant, progressive working environment where you'll be able to make a difference.

About this job

This year, we've embarked on introducing a bold, exciting new operating model and structure to improve our services and support to help everyone affected by MS.

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

We're creating services that are flexible so that, when someone's circumstance changes, we'll change too. As demand for our services grows, we'll always be ready to support everyone who needs our help.

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

Our Services Development team are responsible for: UK-wide service development and experience design, community development

Our Head of Service Development will:

• lead the development and continuous improvement of our UK-wide and community-based services, making sure they're inclusive, accessible, and aligned with organisational strategy. And also work alongside our Digital Services Product Manager on all of our digital services
• oversee the full-service development lifecycle, using evidence to drive continuous improvement and making sure lived experience is embedded into design
• make sure our new or improved services are operationally viable. Support our fundraising to make sure new services are funded
• Develop and manage our service development roadmap
• With the Director of Service Development, act as an organisational lead for coproduction/lived experience. Driving best practice and upskilling in coproduction and lived experience involvement and participation across the organisation.

You'll have:

• significant experience of leading coproduction and service experience design, and the ability to support others to deliver these activities
• the 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 the 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 demonstrable experience implementing safeguarding policies).
• a supporting statement. This should show how you meet the essential criteria in the person specification of the job description

If you'd like to discuss the role in confidence first, please contact our HR team by email at:

We particularly welcome applications from disabled people and/or people from minoritised ethnic backgrounds.

Your right to work in the UK

You must have the right to work in the UK to work in paid employment with us. You'll need to share documents showing you're eligible to work in the UK if we offer you employment.

You can find the UK visas and permits granting you the right to work in the UK on the UK Government website. We currently don't have a Sponsor Licence agreement with the Home Office and aren't able to support you with your visa applications.

Disability Confident Employer

We're a Disability Confident Employer and we're committed to promoting equality and diversity.

You can ask for reasonable adjustments as part of both our recruitment and new starter on boarding processes.

You can also ask for the application materials to be sent to you in a different format. Such as for them to be sent to you by email or in a larger word format.