The digitalisation/inclusion paradox captures the coexisting benefits and challenges that digital technologies bring to the public sector in cost savings, efficiency, and decreased processing times but also potentially limiting citizens' access to public services. Public service leaders are confronted with the need to balance the needs and expectations of multiple stakeholders in managing digitalisation and inclusion while remaining conscious of the benefits and challenges. We conducted and analysed 31 semi-structured interviews of local council leaders in the UK public sector, using thematic analysis to explore how they process guidelines for digitalisation, their considerations before adopting digitalisation and inclusion initiatives, and any challenges experienced in the process. We found three key tensions that leaders experienced in managing digitalisation and inclusion between leaders and councillors, leaders and employees, and leaders and citizens. We also identified challenges and strategies that council leaders use to manage organisational change, cost, and an overload of communication from governing bodies that influence the progress of digitalisation and inclusion initiatives. Our findings contribute to the literature on digital leadership by delineating the strategies leaders use to navigate the tensions and challenges they face through the stages of digitalisation. Keywords: Digitalisation, Leadership, Public services
