Overview
In this role you will lead a team responsible for the ongoing support, development and improvement of the Council’s Mobile Device Service and Storm Corporate Telephony platform, enabling frontline services and staff connectivity. You will drive the development pipeline, ensure service performance and security compliance, and collaborate with stakeholders to translate requirements into deliverable digital solutions. The role focuses on modernising telephony, automation and digital services to enhance resident interactions and internal operations. You will work across cross-functional teams to prioritise resources, manage risks, and foster continuous improvement with a clear impact on service,
Pay / Benefits
- flexible working opportunities
- generous holiday entitlement
- guaranteed interview scheme for certain groups
- flexible contracts and job-sharing options
- open to discussing reduced hours
- salary progression within grade
Responsibilities
- Lead the specialist team for Mobile Device Service, Storm telephony and related digital services.
- Oversee development pipeline, platform performance, support arrangements, risks and dependencies.
- Plan, prioritise and allocate resources across support, development, transformation and improvement activities.
- Collaborate with other Team Managers and the Service Delivery Manager to balance priorities and shared resources.
- Develop team capability through performance management, coaching, and knowledge sharing.
- Act as liaison between stakeholders, suppliers and technical teams to translate requirements into deliverables.
- Provide oversight of development activity ensuring security, accessibility, governance and architectural standards.
- Drive improvements to digital services, customer journeys and business processes via technology, automation and integration.
- Monitor service performance and customer feedback to identify continuous improvement opportunities.
Key requirements
- Strong leadership and people management skills including performance management and coaching.
- Knowledge of how telephony platforms, self-service and workflow automation support service delivery and transformation.
- Experience leading teams responsible for development, support and improvement of complex digital systems.
- Understanding of Contact Centre Telephony, Mobile Device Management, integrations and digital service delivery.
- Ability to manage multiple projects and workstreams simultaneously.
- Strong planning, resource management and prioritisation skills.
- Experience managing stakeholders, suppliers and cross-functional teams.
- Ability to translate business objectives into practical delivery plans.
- Strong risk, dependency and issue management skills.
- Knowledge of information security, data protection, accessibility, governance and change control.
- Strong communication and relationship-building
- Influencing and stakeholder management
- Continuous improvement mindset
- Telephony platforms
- Self-service and workflow automation
- Mobile Device Management
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